Refund Policy
Refund Policy
Effective Date: 21 June 2025
We pride ourselves on offering high-quality, bespoke mascot restoration services. Because our work is handcrafted and often time-sensitive, our refund policy is as follows:
1. Standard Bookings (The Refresh & The Full Restoration)
-
A 50% deposit is required to secure your booking.
-
You may cancel up to 7 days before your scheduled courier collection for a full refund of your deposit.
-
Cancellations within 7 days of collection may forfeit the deposit unless rescheduled.
-
If we have already begun work, refunds are no longer possible.
2. Emergency Repairs & Rush Services
-
Emergency and rush services must be paid in full at the time of booking.
-
These bookings are non-refundable due to the priority scheduling and rapid turnaround.
3. Courier Delays or Damage
-
We are not responsible for delays caused by third-party couriers or incorrect shipping information.
-
If your mascot arrives damaged due to transit, we will contact you before beginning work to discuss options.
4. Unrestorable Items
-
If, upon inspection, we determine your mascot cannot be restored as agreed, you will be offered a refund (minus any courier costs incurred).
5. Contact Us
-
If you have any questions or need to request a cancellation or refund, email us at hello@themascotlab.com or call 01273 044141