Splashkit

Refund & Cancellation Policy

Last Updated: 8/18/2025

1. Overview

At Splashkit, we strive to provide excellent service and quality products. This policy outlines our refund and cancellation procedures for different types of services and products we offer.

Please read this policy carefully before making a purchase. By placing an order, you agree to the terms outlined below.

2. DIY Kit Orders

Digital Content (Guides and Plans)

No Refunds: Due to the immediate access nature of digital content, all DIY guide purchases are final and non-refundable.

Once you complete your purchase, you immediately gain access to:

  • Step-by-step installation guides
  • Video tutorials and demonstrations
  • Material lists and sourcing information
  • Troubleshooting and maintenance guides

Physical Products

30-Day Return Window: Physical DIY kit components may be returned within 30 days of delivery for a full refund, subject to the conditions below.

Return Conditions:

  • Items must be in original, unused condition
  • Original packaging must be intact
  • All components must be included
  • Customer is responsible for return shipping costs
  • Items must be returned in sellable condition

Non-Returnable Items: Custom-cut materials, opened chemicals, and personalized items cannot be returned.

3. Installation Services

Booking Deposits

Cancellation Timeline:

  • 48+ hours before scheduled installation: Full refund of deposit
  • 24-48 hours before installation: 50% refund of deposit
  • Less than 24 hours: No refund of deposit
  • No-show or same-day cancellation: Deposit forfeited

Weather Delays

If we need to postpone your installation due to weather conditions:

  • No cancellation fees apply
  • Your deposit remains valid for rescheduling
  • We will work with you to find the next available date
  • Full refund available if unable to reschedule within 30 days

Completed Installations

Workmanship Guarantee: We stand behind our work with a 1-year warranty on installation workmanship.

Customer Satisfaction: If you're not satisfied with our completed work, please contact us within 7 days. We will:

  • Schedule a follow-up visit to address concerns
  • Make necessary corrections at no additional cost
  • Provide partial refund for unresolvable issues (case-by-case basis)

4. Commercial Projects

Custom Pricing: Commercial projects have custom terms negotiated on a case-by-case basis.

Deposit Structure: Typical commercial deposit structure:

  • Design phase: 25% deposit (refundable if project cancelled before design completion)
  • Material ordering: 50% deposit (non-refundable once materials ordered)
  • Installation: Remaining balance due upon completion

Cancellation: Commercial project cancellation terms will be specified in your service agreement.

5. Refund Process

How to Request a Refund

  1. Contact our customer service team via email or support ticket
  2. Provide your order number and reason for refund request
  3. Include photos if returning physical products
  4. Wait for refund approval and return instructions (if applicable)
  5. Ship returned items using provided return label

Processing Times

Refund Processing:

  • Digital cancellations: 3-5 business days
  • Physical returns: 5-10 business days after receipt
  • Installation cancellations: 3-5 business days
  • Commercial projects: As specified in service agreement

Payment Method: Refunds will be issued to the original payment method used for purchase.

6. Exceptions and Special Circumstances

Force Majeure

In cases of extreme weather, natural disasters, or other circumstances beyond our control, we will work with customers to reschedule or provide full refunds as appropriate.

Product Defects

If you receive defective products, we will provide replacement items or full refunds regardless of the standard return window. Please contact us immediately upon discovering any defects.

Site Accessibility Issues

If our team cannot access your installation site due to unexpected conditions not disclosed during consultation, we may need to reschedule or cancel the installation. In such cases, full refunds will be provided.

7. Dispute Resolution

Internal Resolution: We encourage customers to contact our customer service team first to resolve any issues.

Escalation Process:

  1. Contact customer service via support ticket or email
  2. If unresolved, request escalation to management
  3. Management will review and respond within 3 business days
  4. Final resolution will be provided in writing

Chargeback Protection: Please contact us before initiating a chargeback with your credit card company. We are committed to resolving issues directly and chargebacks may result in suspension of services.

8. Policy Updates

This refund policy may be updated from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

Existing orders will be governed by the policy in effect at the time of purchase.

9. Contact Information

For refund requests or questions about this policy, please contact us:

Customer Service Email: support@marketing.getsplashkit.com
Refund Department: refunds@marketing.getsplashkit.com
Phone: (555) 123-4567
Support Hours: Monday-Friday, 9 AM - 6 PM EST
Emergency Contact: Available for urgent installation issues

Quick Reference

DIY Guides: No refunds (immediate access)

Physical Products: 30-day return window

Installation Deposits: Refundable with 48+ hours notice

Completed Work: 1-year workmanship warranty

Processing Time: 3-10 business days depending on type