Return & Refund Policy

Last updated: 24 September 2026

At LabelMentor, we want every client to understand exactly what they are purchasing and how cancellations and refunds are handled.

LabelMentor provides mentorship, consulting, product-development support, supplier and manufacturer sourcing, branding and packaging coordination, compliance guidance, launch planning, and related professional services.

1. Free Consultations

Initial consultations that are offered free of charge do not create any payment obligation and therefore are not subject to refunds.

2. Paid Services and Mentorship

If you purchase a paid LabelMentor service, mentorship package, consultation, project package, or other professional service, you may request cancellation before work on the service has begun.

Where applicable under consumer law, consumers purchasing services online may have a statutory right to withdraw from the contract within 14 days of entering into it.

If you expressly request that LabelMentor begin providing the service during this 14-day withdrawal period, you acknowledge that:

• LabelMentor may begin work immediately;

• if you later exercise your right of withdrawal, you may be required to pay for the portion of the service already provided; and

• where the service has been fully performed with your prior express consent and acknowledgement, your statutory right of withdrawal may no longer apply.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

3. Work Already Performed

Because many LabelMentor services involve personalised professional work, time, research, supplier outreach, strategy, consultation, document preparation, brand development, or project coordination, fees relating to work already completed are generally non-refundable.

Examples of work that may be considered started or completed include:

• strategy or mentorship sessions;

• market or product research;

• supplier or manufacturer searches;

• supplier shortlisting;

• manufacturer introductions;

• quotations or MOQ research;

• product-development planning;

• formulation or product-route research;

• packaging or branding work;

• label or compliance reviews;

• preparation of reports, roadmaps, documents, or other project materials;

• communication performed with third parties on the client's behalf.

Where only part of a service has been completed and a refund is legally required, any refund may be reduced proportionally to reflect services already supplied, where permitted by applicable law.

4. Custom and Personalised Work

Most LabelMentor projects are prepared specifically for an individual client's product, brand, market, budget, and objectives.

Once personalised work has begun, payments relating to completed work, research, consulting time, supplier sourcing, designs, strategies, or other personalised deliverables are normally non-refundable, except where required by law.

5. Digital Deliverables

Where a service includes digital reports, brand materials, roadmaps, research, supplier lists, templates, documentation, designs, or similar digital content, additional rules may apply.

Where legally permitted, if you expressly consent to receiving digital content immediately and acknowledge that doing so may affect your statutory withdrawal right, the relevant digital deliverable may become non-refundable once delivery or access has begun.

6. Third-Party Costs

Payments made to third parties are generally outside LabelMentor's control and are non-refundable unless the relevant third party agrees otherwise.

This can include, for example:

• manufacturer sample fees;

• laboratory fees;

• regulatory or compliance fees;

• certification fees;

• packaging costs;

• prototype costs;

• design or printing costs;

• courier and shipping charges;

• deposits paid to manufacturers;

• production costs;

• marketplace, software, or platform fees.

LabelMentor will not be responsible for a third party's refusal to issue a refund unless LabelMentor itself collected the relevant amount under terms that provide otherwise.

7. Manufacturer and Supplier Introductions

Payment for supplier sourcing, manufacturer matching, or introductions covers LabelMentor's professional service and does not guarantee that a manufacturer will:

• accept a project;

• provide a particular MOQ;

• maintain a quoted price;

• approve a formulation;

• meet a particular production timeline;

• enter into a commercial agreement with the client.

A client's decision not to proceed with a manufacturer after sourcing or introduction work has been completed does not by itself create a right to a refund.

8. Results and Commercial Outcomes

LabelMentor provides professional guidance and project support but does not guarantee specific commercial results.

We cannot guarantee sales, profitability, product approval, retailer acceptance, marketplace acceptance, manufacturer acceptance, funding, regulatory approval, or the commercial success of a client's brand.

Lack of the expected commercial result does not by itself entitle a client to a refund for services properly provided.

9. Rescheduling Consultations

If you need to reschedule a booked consultation or mentoring session, please contact us as early as possible.

Where practical, we will try to move the session to another available date.

Repeated cancellations, failure to attend, or cancellation at very short notice may result in the session being treated as delivered, where stated in the relevant booking or service terms and permitted by applicable law.

10. Problems With Our Service

If you believe that a service has not been supplied as agreed, please contact us promptly.

We will review the matter and, depending on the circumstances, may offer an appropriate solution such as:

• correcting the relevant work;

• completing missing agreed work;

• providing a replacement deliverable;

• providing additional support; or

• issuing a partial or full refund where appropriate or legally required.

11. Approved Refunds

Where LabelMentor approves a refund, it will normally be returned using the original payment method unless another method is agreed.

Processing times may depend on the payment provider or financial institution.

Any refund required under applicable consumer law will be processed within the legally required timeframe.

12. Business Customers

Where services are purchased primarily for business or professional purposes, statutory consumer withdrawal rights may not apply.

Refunds for business-to-business projects will therefore be governed primarily by the agreed proposal, invoice, service agreement, statement of work, or other contractual terms between the client and LabelMentor.

13. How to Request a Cancellation or Refund

To request a cancellation, withdrawal, or refund, contact:

LabelMentor
Email: contact@labelmentor.com

Please include:

• your name;

• your email address;

• your order, invoice, or project reference if applicable;

• the service purchased;

• the reason for your request; and

• the date of purchase.

We may request additional information where reasonably necessary to identify the transaction.

14. Statutory Rights

This policy does not exclude, restrict, or replace any rights that cannot legally be excluded under applicable consumer-protection law.

Where mandatory law gives you rights that are more favourable than this policy, those statutory rights will apply.

15. Changes to This Policy

LabelMentor may update this Return & Refund Policy from time to time. The version published on our website at the time of purchase will generally apply to that purchase, subject to mandatory law.

For questions about this policy, contact contact@labelmentor.com.