Refund policy

Last updated: 5 September 2026

1. Digital products

Because digital products can be accessed or downloaded immediately, they are generally not refundable for a simple change of mind once supply has begun where you expressly consented to immediate supply and acknowledged the loss of your statutory withdrawal right.

If you are an EU/EEA consumer and digital supply has not begun, you may notify us within 14 days of the contract. If the legally required express consent and acknowledgement were not obtained before supply began, your statutory withdrawal right remains.

2. Faulty or misdescribed content

Your legal rights are not affected. If a file is corrupted, inaccessible, materially different from its description or does not work as promised with the stated compatible software, email us. We will first try to provide a working file or reasonable solution and, where required by law, offer replacement, price reduction or refund.

3. Duplicate and accidental orders

If you make an obvious duplicate purchase, contact us promptly before downloading or accessing the additional copy. We will review the transaction and refund the duplicate where appropriate.

4. Brand kits and services

Semi-custom brand kits and bespoke services are not purchased through the website cart. Deposits, cancellation, rescheduling and refund terms for those services will be set out in the individual proposal or service agreement provided before work starts.

5. How to request help or a refund

Email hello@laiabranding.com with your name, order number, product and a clear description of the issue. We may ask for screenshots or other information needed to reproduce a technical problem. Approved refunds are sent to the original payment method; bank processing times may vary.

6. Mandatory rights

This policy does not restrict any mandatory consumer right or remedy under applicable law.