Last updated 18 August 2026
Refund & Cancellation Policy
Spain · governed by Spanish and EU law
1. Right of withdrawal — the general EU rule
EU consumers generally have 14 days to withdraw from an online purchase without giving a reason.
2. How this applies to bespoke design work
Because our packages are personalised, bespoke services that we begin promptly after your order is confirmed, you expressly waive your 14-day right of withdrawal once you consent to work starting (this consent is captured as part of the checkout Review step). If you withdraw before work has started, we refund your payment in full within 14 days of your withdrawal request. If work has already started when you request to cancel, the section below applies.
3. Cancelling after work has started
- Deposits are non-refundable once production (the Concept phase) begins.
- Any completed phases (per our process) are payable in full; only unstarted phases are refunded.
- To cancel, email support@
starscustomdesign .com with your order reference. We’ll confirm in writing what’s been completed, what’s refundable, and the refund amount.
4. Scheduled sessions and Art Direction Days
Scheduled sessions (kickoff calls, brief reviews) and booked Art Direction Days may be cancelled or rescheduled free of charge up to 24 hours before the scheduled time. Cancellations or reschedule requests made within 24 hours of the scheduled time may incur a fee of 50% of that session or day’s rate.
5. Ongoing Content (recurring) cancellation
The Ongoing Content retainer has a minimum term of 3 months. After the minimum term, it can be cancelled with 30 days’ written notice to support@
6. How refunds are issued
Approved refunds are returned to the original payment method within 14 days of approval.
7. Contact
Questions about a specific order: support@