Yondex provides a service rather than a physical product, which means refund situations look a little different from typical retail. We have tried to write this in plain English so there are no surprises.
Deposits
A 25% deposit secures a booking slot in the studio.
- Cancellation more than 7 days before drop-off: deposit refunded in full within five working days.
- Cancellation 4–7 days before drop-off: 50% of the deposit refunded; the remainder covers materials and slot reservation.
- Cancellation 0–3 days before drop-off: deposit retained to cover already-ordered materials and lost workshop capacity.
- Cancellation by Yondex: if we decide on inspection that we cannot deliver the agreed quality, the full deposit is refunded.
Mid-project changes
If we find hidden substrate work that pushes the price beyond what was originally agreed, we will pause and contact you. You can choose to proceed at the revised quote, scale the project back, or stop entirely. If you stop, you only pay for time and materials used up to that point.
Defective work — rework
If, on collection, you are not satisfied with an aspect of the finished work, walk us through it before paying the balance. Where the issue is genuine — runs, dust nibs, mis-matched colour, panel-fit problems — we will rework that part of the project at our cost and within the same warranty terms. Most issues are fixed inside a single working day.
Warranty claims after collection
Warranty work is dealt with under the terms of the warranty document you received at hand-back. Where a defect falls inside warranty, the rework is at our cost and we provide a courtesy car for full-body rework. Where the issue is not covered by warranty, we will quote workshop rates if you want it fixed.
Refunds — payment route
Refunds are returned via the original payment route. Bank transfer refunds are usually processed within five working days. Card refunds may take up to ten working days to appear on your statement, depending on your bank.
Goodwill payments
For minor disputes that do not meet the formal threshold for rework, we sometimes propose a goodwill discount or a complimentary detail at a future date. These are case-by-case decisions made by one of the directors.
Contact
Questions, claims or concerns? Speak to us first — most issues are resolvable in a phone call. [email protected] or +44 20 4538 9176.