Refund Policy
Last updated: June 11, 2026
Brasero sells custom, made-to-order design work. Because each deck is created specifically for you, refunds are handled as set out below. We always aim to make things right.
1. Custom work
Our packages deliver bespoke decks produced to your brief. Because each deck is created specifically for you, the refundable amount decreases as we progress through the work, reflecting the time and creative effort already invested. The schedule below applies. This does not affect any rights you may have under applicable consumer law.
2. Refund schedule by stage
We deliver all the scripts for your order together, then all the designs together. How much of an order is refundable depends on the stage it has reached at the time you request a refund:
- Before production starts (100% refundable): if no script or design work has begun, you may request a full refund.
- Once the scripts are delivered (50% refundable): once we have written and delivered all the scripts for your order, up to 50% of the order is refundable.
- Once the designs are delivered (20% refundable): once all the designs are delivered and you have been through the included retouch rounds, if you are still genuinely unsatisfied with the final result, up to 20% of the order is refundable.
- Once the order is validated (0% refundable): when you approve and validate the delivered work, it is considered accepted and is no longer refundable.
To request a refund, email us at contact@braserodecks.com with your order number.
3. Revisions first
If you are unhappy with a deck, your package includes revision rounds. We strongly encourage you to use them, as most concerns are resolved quickly through a retouch request on your order-tracking page. We would rather fix the work than leave you dissatisfied.
4. When we may issue a refund
- We were unable to deliver the work within your package and could not agree on a solution with you.
- You were charged in error or charged twice for the same order.
- A clear failure on our side that revisions could not reasonably resolve.
Approved refunds may be full or partial, reflecting the portion of work already completed and delivered.
5. Subscriptions
- You can cancel a monthly subscription at any time to stop future renewals.
- Cancelling stops the next billing cycle; the current cycle is generally not refunded once production for that cycle has started.
- To cancel, email contact@braserodecks.com before your next renewal date.
6. How to request a refund
Email contact@braserodecks.com with your order number, the email used at checkout, and a short description of the issue. We aim to respond within 5 business days. Approved refunds are returned to your original payment method via Stripe and may take several business days to appear, depending on your bank.
7. Chargebacks
If you have a concern, please contact us first, as we are quick to help. Opening a chargeback before reaching out can delay resolution and may pause work on your order.
8. Contact
Questions about refunds? Email contact@braserodecks.com and we'll take care of you.
TETRALAB LTD (trading as Brasero)
Company No. 16290333
Dept 5394, 196 High Road
Wood Green, London
United Kingdom, N22 8HH