This policy explains when you can cancel a floor plan order and how refunds work. It sits alongside our Floor Plan Terms.
Your right to cancel
Under the UK Consumer Contracts Regulations 2013, you normally have 14 days to cancel an online order. Digital content, like our floor plans, is treated differently.
Because we start work on your plan straight away, we ask you at checkout to:
- give your express consent for us to start work immediately, and
- confirm you understand that you lose your 14-day right to cancel once work begins.
This is how we can get your plans to you within 2 hours.
Business customers, such as estate agencies, are covered by the same terms, but these consumer cancellation rights apply only to consumers.
Cancelling before we start
If we haven’t started work yet, you can cancel for a full refund. For example, you’ve placed an order but haven’t yet sent us a usable sketch.
Just email craig@bricksandmedia.com as soon as possible with your order details.
If we can’t draw your plan
Sometimes a sketch is hard to read or is missing measurements or room names. If so, we’ll get in touch and ask for more information first.
If we still can’t produce a plan from what you’ve sent, we’ll give you a full refund.
If we miss the 2-hour window
We aim to deliver within 2 hours of having everything we need (a readable sketch with all measurements and room names, plus your logo if you chose the watermark).
If we’re late, please contact us at craig@bricksandmedia.com and we’ll put it right.
We respond to messages during UK working hours, Monday to Friday, 9am to 5:30pm UK time.
Faulty or incorrect plans
Under the Consumer Rights Act 2015, digital content must be as described, fit for purpose and of satisfactory quality.
If your plan has a mistake on our side, or doesn’t match the sketch you sent, we’ll correct it first. One round of corrections is included with every order (see our Floor Plan Terms for what counts as a correction).
If we can’t fix it, you can ask for a refund.
Please note: we draw from your measurements, so errors in your own sketch, or changes you’d like after delivery, aren’t faults. Changing style or adding add-ons after delivery is a new order.
How to ask for a refund
Email craig@bricksandmedia.com with:
- your name
- your order number or the email address you used to order
- a short explanation of the problem
How long refunds take
Once a refund is agreed, we’ll process it within 14 days. It will go back to your original payment method, whether that’s your card (via Stripe) or PayPal. Your bank or PayPal may take a few extra days to show it.
Refunds are made in pounds sterling (GBP). If you paid in another currency, the amount you get back may differ slightly because of exchange rates.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer.
Contact us
Bricks and Media Email: craig@bricksandmedia.com Postal address: 4 Pastorale Road, Bromsgrove, B60 2TP, United Kingdom
Last updated: 17 October 2026