Refund policy
Last updated: 14 December 2025
This Refund Policy applies to services provided by EcomKik Ltd (“we”, “us”, or “our”). It should be read together with our Terms of Service.
1. Statutory Consumer Rights
Nothing in this Refund Policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where you are a consumer, you are entitled to services that are provided with reasonable care and skill and, where applicable, within a reasonable time.
2. Cooling-Off Period (Consumers Only)
If you are a consumer, you have the legal right to cancel your contract within 14 days of purchase without giving any reason.
However, where:
• you have expressly requested that we begin work during the 14-day cancellation period; and
• the services are fully performed within that period,
you acknowledge that you may lose your right to cancel once the services have been completed.
If you cancel after work has started but before completion, you may be required to pay for the proportion of work completed.
3. Our Quality Commitment
We are committed to delivering services that meet the agreed project scope and specifications confirmed in writing prior to payment.
If the services:
• do not materially match the agreed scope; or
• contain fundamental technical faults that cannot be remedied within a reasonable timeframe,
you may be entitled to a refund, repair, or re-performance, as required by UK law.
4. Refund Eligibility
You may be eligible for a refund in the following circumstances:
4.1 Non-Delivery
Where we fail to deliver the agreed services within the confirmed timeframe without valid reason or prior notice.
4.2 Technical Failure
Where the delivered store or functionality is materially defective, fails to function on the Shopify platform, and we are unable to remedy the issue within 48 hours of being notified.
4.3 Significant Deviation from Scope
Where the final deliverables materially differ from the written project scope or approved designs and we are unable to correct the issue.
5. Rectification First
Before any refund is issued, we reserve the right to:
• investigate the issue against the original agreed scope; and
• attempt to repair, re-perform, or correct the services within a reasonable timeframe.
A refund will only be considered if rectification is not possible or fails.
6. Non-Refundable Circumstances
Refunds will not be issued where:
• you change your mind after work has commenced;
• delays or failures are caused by lack of client communication, approvals, or assets (such as images or text);
• issues arise from third-party Shopify apps, themes, hosting, or code not supplied by us;
• issues are caused by modifications made by you or third parties after delivery.
7. Refund Process
To request a refund, you must contact us in writing via:
Email: [email protected]
WhatsApp: +44 7438 805303
We may request reasonable information to investigate your claim.
8. Refund Method and Timing
Approved refunds will be issued to the original payment method used (Stripe, PayPal, or bank transfer).
Please allow 5–10 business days for refunds to appear, depending on your payment provider and bank.
9. Business Clients
Where you are acting in the course of business, refunds are provided strictly in accordance with the agreed project scope and these Terms, and statutory consumer cancellation rights do not apply.
10. Contact Details
EcomKik Ltd
Bartle House, Oxford Court, Manchester, M2 3WQ, United Kingdom
Email: [email protected]