Cancellation, refunds & complaints
Effective 3 October 2026 · Contact info@marshalos.co.uk
Registered address, company number and VAT status are awaiting confirmation. Paid orders and subscriptions are not open while these details are incomplete.
Contact and cancellation requests
Email info@marshalos.co.uk with your name, order or subscription reference and the date of purchase. Clearly state if you want to cancel, report a fault or make a complaint. A studio quote request has no charge and can be withdrawn before an order is agreed.
Business subscriptions
You can cancel renewal from Plan & billing when paid subscriptions are enabled. Access continues until the paid period ends. We do not automatically refund an otherwise correctly supplied business subscription partway through a period, but statutory rights, billing errors and failure to supply the agreed service are handled separately. Early access has no paid subscription to cancel.
Consumer cancellation
Where you buy as a consumer and a statutory cancellation right applies, you can normally cancel a distance service contract within 14 days of the contract, or a standard goods order within 14 days of receiving the goods. If you expressly request a service to begin during that period, a lawful proportionate charge may apply for work supplied before cancellation. A service cancellation right ends on full performance only where the legal consent and acknowledgement requirements are met.
Digital content
A consumer’s cancellation right for immediately supplied digital content is lost only where the required express consent, acknowledgement and contract confirmation have been obtained. We do not assume that downloading a file or opening the workspace by itself waives your rights.
Customised printing and products
Genuinely personalised or custom-made goods may be exempt from change-of-mind cancellation. This does not affect remedies for faults, misdescription or goods that do not meet the agreed specification. For design work or cancellation after approval, any charge must reflect the agreed terms and work lawfully supplied; there is no blanket “no refunds” rule.
Faults, returns and refund timing
Tell us what went wrong and include the order reference; photographs can help with print faults but do not replace your statutory rights. We will explain any required return process and the available repair, replacement or refund. Where a consumer refund is due, it is made within the applicable legal deadline using the original payment method unless otherwise agreed. Standard delivery is refunded when legally required; return costs depend on the reason for return and the terms provided before purchase.
Complaint handling
We aim to acknowledge complaints within five working days and investigate promptly. We will explain the proposed resolution and any delay. If we cannot resolve a consumer dispute, we will give applicable information about alternative dispute resolution without claiming membership of a scheme we have not joined. Nothing in this policy prevents you from seeking a statutory remedy.
Model cancellation notice
To Marshalos Ltd, info@marshalos.co.uk: I give notice that I cancel my contract for [goods/service]. Ordered on [date] / received on [date]. Customer name: [name]. Customer address: [address]. Order reference: [reference]. Date: [date]. You do not have to use this wording to exercise a valid cancellation right.
Official guidance: Online selling · Returns & refunds · Data protection