Refund and Returns Policy
Last Updated: 14/04/2026
At MaadWeb, I want you to be happy with your order. Whether you’ve bought a print, booked web maintenance, or sent over old tapes for transfer, here is how I handle returns and cancellations.
Change of Mind: You have 14 days from the date you receive your print to notify me that you’d like to return it for a refund or exchange.
Returns Period: Once you’ve notified me, you have a further 14 days to send the item back.
Condition & Packaging: Items must be returned in their original, resaleable condition. Please use the original postal tube or equivalent protective packaging. If an item is returned damaged due to inadequate packaging, I reserve the right to offer only a partial refund.
Return Postage: The customer is responsible for return shipping costs unless the item is faulty. I strongly recommend using a tracked service, as I cannot process a refund for items lost in transit.
Cancellations: You may cancel a service contract within 14 days of booking. However, if you requested that I start work immediately (e.g., urgent maintenance), you may be charged for the work completed up to the point of cancellation.
Non-Refundable Work: Once a web design project or maintenance period is complete, refunds are generally not available due to the bespoke nature of the service.
Service Nature: These are highly personalised services. If you change your mind before I begin the transfer, a full refund is available.
Exemptions: Once the technical transfer process has started, the service is exempt from the standard 14-day cooling-off period.
Please note: Due to the age and fragile nature of analogue media (tapes/film), I cannot be held responsible for unavoidable tape snaps or heat-related degradation during the transfer process.
If your item arrives damaged or is incorrect, please contact [email protected] within 30 days. I will provide a replacement or a full refund, including your original basic delivery costs.
The following items/services are exempt from returns:
– Downloadable digital files or software.
– Completed web maintenance hours.
– Bespoke digitisation work already in progress.
To initiate a return or report an issue:
1. Email me at [email protected] with your order number.
2. Include photos if the item is damaged.
3. Once the return is received and inspected, I will notify you via email regarding your refund status.
4. Approved refunds are processed to your original payment method within 10–14 days.
Get in touch
Email [email protected]
Ship it back
Use original packaging if possible.
Get Refunded
Funds back in your account in 10-14 days.
Still have questions?
If your situation doesn’t fit into the boxes above, or you just want to chat about a specific order, I’m here to help.
FAQ’s
Because media transfers are bespoke services, you can only cancel for a full refund if the technical digitisation process hasn’t started yet. Once I have begun transferring your tapes or film to digital, the service is exempt from the standard 14-day cooling-off period and cannot be returned.
Please don’t worry. If your print is damaged in transit, email [email protected] within 30 days with a quick photo of the damage and the packaging. I will arrange a replacement to be sent out to you immediately or issue a full refund.
You can cancel a service contract within 14 days of booking. However, if you’ve asked me to start work immediately (such as urgent security updates or site fixes), I will deduct the value of the work already completed from your refund. Completed bespoke projects or maintenance months are non-refundable.
For “change of mind” returns, the customer is responsible for the return shipping costs. I always recommend using a tracked service, as I can only process your refund once the print arrives back at MaadWeb in its original, resaleable condition.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations.