Returns and Refund Policy

Last Updated: 19 February 2025

This Returns and Refund Policy outlines the terms under which Artisan Skills Academy Ltd provides refunds for course enrolments and related services.

1. Cooling-Off Period (Distance Selling)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your course enrolment within 14 days of purchase without giving any reason.

How to Exercise Your Right to Cancel

To cancel your enrolment during the cooling-off period:

• Send written notice to hello@artisanskills.academy
• Include your name, course name, and enrolment date
• State clearly that you wish to cancel

Refund Processing

If you cancel within the 14-day cooling-off period:

• Full refund will be provided
• Refund will be processed within 14 days of receiving your cancellation
• Refund will be made to the original payment method

2. Cancellation After Course Commencement

Once a course has started, different terms apply:

Within First Week of Course

If you withdraw within the first week (7 days) of course commencement:

• 80% refund of course fees
• 20% administration fee retained
• No refund for materials already provided

After First Week, Before 25% Completion

If you withdraw after the first week but before 25% of the course is complete:

• 50% refund of remaining course fees
• Fees for completed sessions are non-refundable
• Materials costs are non-refundable

After 25% Course Completion

No refunds are available once 25% or more of the course has been completed.

3. Course Cancellation by Academy

If we cancel a course due to insufficient enrolment or other reasons:

• Full refund of all fees paid
• Option to transfer to alternative course date
• Option to transfer to different course of equal value
• Notification provided at least 7 days before course start date

4. Course Rescheduling

Rescheduling by Student

If you need to reschedule your course enrolment:

• More than 30 days before start: Free transfer to alternative date
• 15-30 days before start: £150 rescheduling fee
• Less than 15 days before start: £300 rescheduling fee
• After course starts: No transfers permitted

Rescheduling by Academy

If we need to reschedule a course:

• No fees charged for rescheduling
• Option for full refund if new dates unsuitable
• Minimum 14 days notice provided where possible

5. Medical or Emergency Circumstances

In cases of serious illness, injury, or family emergency:

• Medical certificate or documentation required
• Option to defer to next available course
• Partial refund may be considered on case-by-case basis
• Request must be made within 7 days of circumstance arising

6. Non-Refundable Items

The following are non-refundable under any circumstances:

• Materials and supplies already provided or used
• Tool kits that have been opened or used
• Studio access fees for sessions attended
• One-to-one mentoring sessions already completed
• Digital resources that have been accessed or downloaded

7. Payment Plan Cancellations

If you are paying by instalment plan:

• Cancellation terms apply to total course value
• Outstanding instalments may still be due
• Refund calculated based on total fees, not instalments paid
• Payment plan agreement remains binding until course completion or valid cancellation

8. Marketplace Purchases

For products purchased through our artisan marketplace:

• Returns accepted within 14 days of receipt
• Items must be unused and in original condition
• Return shipping costs borne by customer unless item is faulty
• Refund processed within 14 days of receiving returned item
• Custom or personalised items are non-refundable

9. Faulty or Misrepresented Services

If our course does not match its description or is of unsatisfactory quality:

• Report issues within 7 days of discovery
• We will investigate and take appropriate action
• Remedies may include additional instruction, partial refund, or full refund
• Your statutory rights under UK consumer law are not affected

10. Refund Processing Time

Approved refunds will be processed:

• Within 14 days of approval
• To the original payment method
• Bank processing may take additional 3-5 business days
• You will receive email confirmation when refund is processed

11. How to Request a Refund

To request a refund:

1. Email hello@artisanskills.academy with subject "Refund Request"
2. Include your full name, course name, and enrolment date
3. State reason for refund request
4. Provide any supporting documentation (medical certificates, etc.)
5. We will respond within 5 business days

12. Disputes

If you are not satisfied with our response to your refund request:

• Request escalation to our Managing Director
• We will review your case within 10 business days
• If still unresolved, you may contact Citizens Advice Consumer Service
• You may also use the Online Dispute Resolution platform at ec.europa.eu/consumers/odr

13. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

14. Contact Information

For refund requests or questions about this policy:

Artisan Skills Academy Ltd
47 Redchurch Street
London E2 7DJ
United Kingdom
Email: hello@artisanskills.academy
Phone: +44 20 7946 8273