Returns & Refunds Policy

1. Purpose and Scope

This policy outlines the terms and conditions relating to cancellations, refunds, revisions, delivery disputes, and service limitations for all digital documentation and compliance services provided by Spectra Cosmetic Compliance, including but not limited to:

  • Cosmetic Product Safety Reports (CPSR)
  • Product Information Files (PIF)
  • Safety Data Sheets (SDS/MSDS)
  • Regulatory compliance documentation
  • Cosmetic product registration support
  • Labelling and packaging compliance review
  • Ingredient assessment and safety evaluations
  • Customized compliance templates and handbooks
  • Online training materials and guides

Due to the digital and customized nature of our products, Spectra Cosmetic Compliance does not offer returns, replacements, or refunds once work has commenced or digital documentation has been delivered.

1.1 Your Statutory Rights

This policy does not affect your consumer rights under the Consumer Rights Act 2015, which requires services to be carried out with reasonable care and skill, and digital content to be of satisfactory quality, fit for purpose, and as described. Nothing in this policy is intended to mislead consumers about their statutory entitlements.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, online purchases of services and digital content normally carry a 14-day cooling-off period, giving you the right to cancel without giving a reason. However, because our services begin as soon as an order is confirmed and you request that we start work immediately, you expressly agree — at the point of order — that this cooling-off period is waived once work has commenced, in line with the timelines set out in Section 4 below.

2. Non-Returnable and Non-Refundable Services

The following services and products are strictly non-returnable and non-refundable, under all circumstances, except where the product is genuinely not as described, faulty, or otherwise fails to meet the standard required by the Consumer Rights Act 2015:

2.1 Digital Documentation and Reports

  • Cosmetic Product Safety Reports (CPSR)
  • Product Information Files (PIF)
  • Safety Data Sheets (SDS/MSDS)
  • Regulatory compliance documentation
  • Cosmetic ingredient assessment reports
  • Customized compliance manuals and templates
  • Labelling and packaging compliance checklists
  • Purchased digital documents in any format (PDF, Word, Excel, etc.)

2.2 Consultancy, Advisory, and Regulatory Services

  • Regulatory compliance consultations
  • Cosmetic product registration support
  • Ingredient safety evaluations
  • Formula and product compliance review
  • Site-specific document preparation
  • Policy and procedural development
  • EU/UK/US regulatory compliance support

2.3 Digital Course Material and Online Training

  • Digital training packs and e-learning content
  • Compliance guides and handouts
  • Customized implementation guides

Once digital content is shared, accessed, emailed, downloaded, or presented, no refund or cancellation is possible, other than as required by your statutory rights above.

3. Service Start and Resource Allocation

Spectra Cosmetic Compliance begins resource allocation immediately upon order confirmation or payment. This includes:

  • Assigning compliance experts and regulatory consultants
  • Document planning and drafting
  • Ingredient assessment and product evaluation
  • Reserved time slots and administrative setup

Therefore, once work has commenced, no refunds or cancellations will be issued for a simple change your mind, even if the client has not submitted requirements or delayed communication.

4. Eligible Refunds and Conditions

4.1 Before Work Starts (Limited Eligibility)

A partial refund may be granted only if:

  • No work has commenced
  • No consultant time has been allocated
  • No documentation drafts have been created
  • No ingredient assessment has been initiated
  • Cancellation is requested within 48 hours of order confirmation

An administrative and processing fee of 15–25% will be deducted from the refund.

4.2 After Work Commences

Once work has begun documentation drafted, consultant assigned, ingredient assessment started, or digital documents shared — no refunds are eligible under any circumstances, including change of mind, wrong purchase, or customer error. This reflects the fact that there is no automatic right to a refund once digital work has started, though your rights under the Consumer Rights Act 2015 for faulty or not as described work remain unaffected.

4.3 Faulty or Non-Compliant Work

If a delivered document is genuinely defective for example, if the goods are faulty, incomplete, or does not match the scope agreed at order — you may be entitled to a free correction, and in some cases a money back remedy or full refund, under the Consumer Rights Act 2015. Proof of purchase (your order confirmation or invoice) will be required to process any such claim.

5. Revisions and Amendments

5.1 Included Revisions

Most services include one to two standard revisions within the agreed scope. This typically covers minor adjustments to drafted documents.

5.2 What Is Not Covered

Additional revisions outside the agreed scope are subject to extra charges, including but not limited to:

  • Format changes, rebranding, or localization
  • Adding new products, ingredients, or compliance references
  • Major redesigns or restructuring of documentation
  • Changes to regulatory scope (e.g., adding EU compliance to a previously UK-only project)
  • Delays caused by lack of customer feedback or unclear instructions

6. Delivery Disputes (Digital Services Only)

Delivery of digital products/materials will be deemed successful if:

  • Sent via email, cloud drive (Google Drive/OneDrive), or client portal
  • Access timestamp, file-sharing confirmation, or delivery receipt is available

Once documentation is sent to the provided email or access link, it is considered delivered. Spectra Cosmetic Compliance is not responsible for delivery issues due to spam filters, internal server blocks, or client-side email failures.

7. Client Responsibilities

To ensure service accuracy and timely completion, clients are responsible for:

  • Providing accurate, complete, and timely product information
  • Sharing product formulas, ingredient lists, and packaging details
  • Reviewing drafts within the stipulated revision period
  • Timely communication for revisions, clarifications, or final approvals

Delays caused by incomplete or late information do not qualify for refunds or compensation.

8. Intellectual Property and Usage Rights

  • All custom-developed documentation remains the intellectual property of Spectra Cosmetic Compliance until full payment is received.
  • Once delivered and paid for, clients are granted a non-transferable, single-organization license to use the documentation for their specified product(s).
  • Re-selling, re-packaging, or distributing our templates, reports, or materials without permission is strictly prohibited.

9. Cancellations

  • Orders may be cancelled within 24 hours of placement only if work has not commenced, reflecting your legal right to return to this position before that point.
  • Once drafting, consultation, ingredient assessment, or compliance work begins, cancellations are not permitted.
  • Subscription-based compliance support (monthly retainers) may be cancelled with 30 days' written prior notice.