Refund Policy

This Refund Policy sets out the conditions under which refunds, credits, or cancellations are available for services purchased from The Design Dexter (“we”, “us”, “our”). It should be read together with our Terms of Service and Delivery Policy.

All of our services are digital and delivered electronically. Because of the nature of digital design work, our refund conditions reflect the work invested at each stage of the project. We aim to be fair and transparent at every step.

1. Your Right of Withdrawal (EU Consumer Right)

Under the EU Consumer Rights Directive (2011/83/EU), as implemented in Italian law, consumers generally have a 14-day right of withdrawal from distance contracts for services.

However, this right does not apply if you have expressly requested that we begin work before the 14-day withdrawal period expires, and you acknowledge that the right of withdrawal will be lost once performance of the contract has been fully completed.

By confirming your order and checking the agreement box at checkout, you are expressly requesting that we begin work as soon as reasonably possible after payment, and you acknowledge that once delivery is complete you lose the right of withdrawal for that service.

If we have not yet begun work on your project, you may still exercise your right of withdrawal by contacting us within 14 days of placing your order. We will confirm in writing whether work has commenced and advise you on the applicable refund.

2. Cancellation Before Work Begins – Full Refund

You may cancel your order and receive a full refund if all of the following conditions are met:

• You notify us by email to studio@thedesigndexter.com with the subject line “Cancellation Request”;
• Your cancellation request is received within 48 hours of the order confirmation email;
• We confirm in writing that no work has yet commenced on your project.

Refunds under this clause are processed within 5-10 business days back to the original payment method via Stripe. We do not charge a cancellation fee where these conditions are met.

3. Cancellation After Work Begins – Partial Refund

If you request cancellation after work has commenced but before final deliverables have been sent, we will assess the proportion of work completed and issue a partial refund based on the following schedule:

• Brief received and research/planning complete, but no design work shared: 75% refund of total order value.
• First concept or draft designs shared: 50% refund of total order value.
• Revision round(s) underway or second concepts shared: 25% refund of total order value.
• Final revisions complete and deliverables pending upload: No refund; full invoice amount is due.

To request a partial refund, email us at studio@thedesigndexter.com with your order reference and a brief explanation. We will assess your request and respond within 3 business days with a proposed resolution.

Partial refunds are issued to the original payment method within 5-10 business days of agreement.

4. After Final Delivery – No Refund

Once final approved deliverables have been sent and you have had the opportunity to review them, no refund is available. This applies because:

• The service has been fully performed;
• The files delivered are digital goods that cannot be “returned”;
• You confirmed and approved the final work before delivery.

If you believe there is a material fault with the delivered work that was not identified during the review process, please contact us to discuss a resolution. We stand behind our work and will make reasonable efforts to correct genuine errors at no additional charge.

5. Disputes about Deliverable Quality

If you believe the delivered work does not meet the specifications agreed in the project brief, please contact us within 14 days of receiving your final files at studio@thedesigndexter.com. Please include:

• Your order reference number;
• A clear description of how the deliverable differs from the agreed brief;
• Specific examples or screenshots if applicable.

We take quality disputes seriously and will review your claim within 5 business days. Possible resolutions include additional revisions at no charge, partial credit toward a future project, or in exceptional cases a partial refund – determined at our reasonable discretion and based on the nature of the dispute.

6. Hourly Support Sessions

Hourly support blocks purchased through our Package Builder are non-refundable once a session has been scheduled and completed. If a scheduled session is cancelled by you with less than 24 hours’ notice, the session hours will be forfeited. Cancellations made more than 24 hours before the session can be rescheduled without penalty, or a credit applied to your account.

7. Add-On Services

Add-on services (such as rush delivery, extra revision rounds, brand deck, source file exports, or social media kits) are non-refundable once that specific add-on has been delivered or begun. If the base project is cancelled before an add-on has been started, a proportionate refund for the unstarted add-on will be included in any cancellation settlement.

8. Payment Processing Fees

Stripe payment processing fees (typically 1.5-2.9% of the transaction value) are non-recoverable by us and may be deducted from refund amounts in cases where a partial refund is issued. For full refunds within 48 hours before work begins, we absorb these fees and return the full original amount.

9. Chargebacks and Disputes via Card Issuer

We encourage you to contact us directly before raising a chargeback with your bank or card issuer. Direct communication allows us to resolve issues faster and without adverse consequences for either party. Fraudulent or unwarranted chargeback claims may result in account suspension and potential legal action.

Where a chargeback is raised after services have been delivered, we will provide evidence of delivery to your card issuer to contest the chargeback.

10. How to Request a Refund

All refund requests must be made in writing by email to:

Email: studio@thedesigndexter.com
Subject: Refund Request – [Your Order Reference]

Please include your full name, email address used at checkout, order reference, and a brief description of the reason for your request. We will acknowledge your request within 1 business day and aim to resolve it within 5 business days.

11. Contact

The Design Dexter
Via Achille Grandi, 8, 71122 Foggia (FG), Italy
Email: studio@thedesigndexter.com
Phone: +39 0881 742 315