Refund policy

BriefBuilt Return, Cancellation and Refund Policy

Effective date: 13 July 2026

BriefBuilt sells tailored business-to-business Shopify storefront services. No physical goods are supplied, so product returns do not apply. This policy explains what happens when a business customer cancels a service order or asks for a refund.

1. Requesting a cancellation

Send a cancellation request to support@briefbuilt.com and include the order number, company name and reason for the request. The date the request is received is used to determine the project status and refundable amount.

2. Before production starts

If BriefBuilt receives the request before production has started, the service price will be refunded, less any non-recoverable third-party cost that the customer expressly approved and that has already been incurred for the project.

3. After production starts

Once production has started, reserved capacity and completed work are chargeable. BriefBuilt will provide a reasonable status summary and may retain an amount proportionate to work already completed, capacity already used and approved non-recoverable third-party costs. Any remaining balance will be refunded.

4. After the first version or handover

A first version or completed storefront cannot be returned like a physical product. A refund is not automatically due because of a change in preference, delayed customer input or a request that falls outside the agreed scope. Confirmed in-scope issues should first be submitted through the included consolidated feedback round so BriefBuilt has a reasonable opportunity to correct them.

5. Additional themes, apps and licences

Paid themes, apps, fonts, stock assets, domains and other third-party purchases are non-refundable once purchased, activated or assigned when the relevant provider does not offer a refund. These costs are always subject to the third party's own terms.

6. Cancellation by BriefBuilt

If BriefBuilt cannot accept an order or cancels an order before completing the agreed service, the customer will receive a refund for the undelivered portion and for any unused third-party amount held by BriefBuilt.

7. Processing refunds

Approved refunds are sent to the original payment method where possible. Processing times depend on Shopify, the payment provider and the customer's bank. BriefBuilt will confirm the approved amount in writing.

8. Statutory rights

BriefBuilt accepts orders from business customers only. Nothing in this policy excludes rights or remedies that cannot legally be excluded. If mandatory law applies despite the business purchase confirmation, that law prevails.

9. Contact

Questions or requests can be sent to support@briefbuilt.com.