Refund & Cancellation Policy

1. Summary

2. Your statutory rights

If you are a consumer in the UK, you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy reduces those rights.

In most cases you have a 14-day right to cancel a distance contract, starting the day after you receive the goods or, for digital content, the day the contract is formed. There is an important exception for digital content, explained below.

3. Digital goods

3.1 Software licences and activation keys

When you buy a licence key, you have 14 days to change your mind — provided the key has not been revealed or activated. Once a key is displayed to you or activated against a publisher account, the supply is complete and the right to cancel no longer applies.

At checkout we ask you to acknowledge that you lose the right to cancel once the key is revealed. We do this because a revealed key cannot be returned to stock.

3.2 Downloadable products

The same principle applies. You have 14 days to cancel, unless you have already begun downloading the product. If you have downloaded it, we cannot offer a refund simply because you changed your mind.

3.3 When we will still refund

We will always refund a digital purchase where:

• the key is invalid, already used, or does not work;
• the product is not as described on our website;
• the product is not compatible with the system requirements we stated; or
• you were charged twice, or charged in error.

4. Physical goods

You may return physical goods within 30 days of delivery for a full refund of the item price, provided that:

• the item is unused and undamaged;
• it is returned in its original packaging with all accessories and manuals;
• you can provide the order number or proof of purchase; and
• you have notified us before returning it.

You are responsible for the cost of return postage unless the item is faulty or was sent in error. We recommend using a tracked service, as we cannot refund items that go missing in transit back to us.

If you cancel within the 14-day statutory period, we will also refund the standard outbound delivery charge you paid. If you chose an upgraded delivery option, we refund only the standard rate.

5. Faulty or incorrect items

If an item arrives damaged, faulty, or is not what you ordered, contact us within 30 days. We will arrange a replacement or a full refund, including return postage, at our cost. Where a fault appears later, your rights under the Consumer Rights Act 2015 apply:

• Within 30 days — you may reject the goods and get a full refund.
• After 30 days, within 6 months — you may request a repair or replacement. If neither is possible or proportionate, you may claim a refund.
• After 6 months — you may still have a claim, but the burden is on you to show the fault was present at delivery.

6. Professional services

Our development, IT services and data processing engagements are governed by the written proposal or statement of work you accepted. That document sets out cancellation terms for the specific engagement. Where it is silent, the following applies:

• You may cancel at any time by written notice.
• You remain liable for work completed up to the date of cancellation.
• You remain liable for costs we have irrevocably committed to on your behalf, such as third-party licences or hardware ordered for the project.
• Any deposit is applied against work completed. If work completed exceeds the deposit, the balance becomes payable.
• We will hand over deliverables produced up to that point, once outstanding amounts are settled.

If you are a consumer and the contract was formed at a distance, you have a 14-day right to cancel from the date the contract was formed. However, if you asked us to begin work within that period, you must pay for the proportion of the service already supplied when you cancel.

7. Subscriptions

Hosting, support and data processing subscriptions renew automatically unless cancelled. To cancel:

• give us at least 30 days' written notice before the next renewal date;
• we will confirm the cancellation and the date your service ends in writing; and
• your service continues until the end of the paid period. We do not refund part of a billing period already begun.

Before your service ends, please make sure you have taken a copy of any data you need. We will retain your data for 30 days after termination, after which it is deleted in line with our Privacy Policy.

If we materially change a subscription service to your detriment, you may cancel within 30 days of the change and we will refund the unused portion of any period you have already paid for.

8. How to request a refund

1. Email orders@hashiraltd.co.uk with the subject line Refund request.
2. Include your order number, the item concerned, and the reason for the request.
3. For physical returns, we will send you return instructions and the address to use. Do not send items back before contacting us.
4. We will confirm whether the refund is approved, or explain why it is not, within 2 business days.

9. Refund method and timing

• We will agree a refund method with you based on the payment actually received.
• We process approved refunds within 5 business days of approval.
• Your bank or card issuer may take a further 3–10 business days to show the credit.
• Refunds are made in the same currency as the original payment. We do not reimburse exchange-rate differences or bank fees.
• Where an order is partially refunded, we refund the item price and, where applicable, the proportional delivery charge.

10. Business customers

If you are purchasing on behalf of a business, the statutory consumer cancellation rights described in section 2 do not apply to you. Your rights are those set out in the written contract between us, together with your rights under the Sale of Goods Act 1979 where applicable. Where a business purchases goods, our liability is limited to the price paid for the goods concerned.

11. Chargebacks

If you believe a charge is wrong, please contact us first — we resolve almost every issue directly and quickly. If you raise a chargeback with your card issuer without contacting us, we will cooperate fully with the investigation and will provide the order and delivery records we hold. Where a chargeback is found to be without merit, we reserve the right to recover the disputed amount and any related fees, and to suspend any active service until the matter is resolved.

Contact

Hashira Ltd
128 City Road
London EC1V 2NX
United Kingdom
Orders and returns: orders@hashiraltd.co.uk
General enquiries: hello@hashiraltd.co.uk