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The small print · folio iv

When we owe
you a refund.

A short policy explaining when money goes back, in what timeframe, and why the twelve-month sit-with-it promise usually means a return sitting answers what a refund would otherwise have.

Since 2019

Six refunds.
1,840 sittings.

We would rather make it right.

The principle

We would rather come back and put something right than refund you and have you live with a result you were not happy with. So our default offer is always a return sitting at no cost. Refunds happen when a return sitting is not appropriate — when you have already used a different installer, or when the work simply could not be done at all.

Cancelling before the sitting

If you cancel a sitting more than 48 hours before, any deposit is refunded in full within five working days.

If you cancel inside 48 hours, a small £35 administrative charge covers the reserved time, and the rest of any deposit is refunded.

If we cancel a sitting for any reason — illness, road closure, supply problem — any deposit you paid is refunded in full within five working days, and you keep priority on the next available sitting.

Cancelling at the door

Occasionally a sitting reveals that the install we agreed to cannot be done as planned — a hidden structural element, a wall that will not take an anchor, a screen turning out to be larger than was described. In those cases:

  • If the work can be re-scoped on the spot, we offer you the revised flat figure; accept or decline.
  • If you decline, a £45 visit fee covers our travel and time, and any other money you paid is refunded.
  • If the situation was caused by something we should have spotted from your note or photograph, there is no visit fee, and we refund in full.

After the install

If you are not happy with the finished install, the first thing we ask is: would a return sitting put it right? Most things — a small adjustment to the angle, a re-routing of a visible cable, a re-positioning by a few inches — we would rather come back for. The return sitting is always free inside the twelve-month window.

If a return sitting is not appropriate, or it does not resolve the issue, we will refund a fair portion of the invoice. We agree the figure with you in writing first, and send the money back within ten working days.

How we send the money back

Refunds are paid by the same method you used to pay us:

  • Card payments are reversed through our payment processor; you will usually see the money back in three to five working days.
  • Bank transfers are returned to the originating account within two working days.
  • Cheques are returned by post if not yet banked, or refunded by bank transfer if they were.

When refunds don't apply

The refund policy does not cover:

  • Damage to the screen caused after the install by building movement or third parties.
  • Failures of the screen itself or of a bracket you supplied that fails on its own warranty.
  • Re-decoration of walls (we leave anchor patches ready for paint; we do not paint).
  • Cosmetic preferences you did not mention before the install began.

If we disagree

If we cannot agree on a fair refund figure between us, we would encourage you to use the dispute resolution service of your local trading standards office. We will always go that route before defaulting to a court — quieter, fairer, faster for both of us.

Starting a refund

Write to studio@mountzen.online with your invoice number and a short description of what has gone wrong. We reply within two working days. Where possible, we suggest a return sitting first; where a refund is the right answer, we start it that day.