Cancellations & Refunds Policy
Last updated: 16 September 2026
This policy explains the cancellation, rescheduling, return and refund arrangements for products, services and experiences purchased from State + Sound.
Your statutory consumer rights are not affected by this policy.
If you need to discuss a booking, cancellation, return or refund, please contact hello@stateandsound.co.uk
1. Appointments and one-to-one services
Appointments may be cancelled or rescheduled up to 12 hours before the scheduled start time.
If you cancel or request to reschedule less than 12 hours before your appointment, the appointment will normally be treated as a late cancellation and the fee will not be refunded or transferred to another date.
This is because time has been specifically reserved for your appointment and, at short notice, State + Sound may not reasonably be able to offer that time to another client.
This policy is subject to your statutory rights and does not prevent State + Sound from considering exceptional circumstances where appropriate.
2. Missed appointments
If you do not attend your appointment and have not cancelled within the permitted timeframe, the appointment will normally be treated as a late cancellation.
The appointment fee will not normally be refunded or transferred.
3. Arriving late
Please arrive or join your appointment at the scheduled time.
If you are late, your appointment will still normally end at its original scheduled finish time so that subsequent appointments are not affected.
Where reasonably possible, your session will continue for the remaining booked time.
If you are so late that the service can no longer reasonably or safely be delivered, the appointment may be treated as a missed appointment.
4. If State + Sound cancels your appointment
If State + Sound needs to cancel or substantially rearrange your appointment, you will be offered an alternative date or time.
If a suitable alternative cannot be agreed, you will receive a refund of the amount paid for the affected appointment.
5. Your statutory right to cancel a service
Where you purchase a service online, you will generally have a statutory 14-day cancellation period beginning the day after the contract is made.
This statutory cooling-off right is separate from State + Sound's 12-hour appointment cancellation policy.
If you ask State + Sound to provide a service during the statutory cancellation period, you may be asked to expressly request that the service begins before the cancellation period has ended.
If you subsequently exercise your statutory cancellation right after the service has begun but before it has been fully performed, you may be required to pay for the proportion of the service already provided, where permitted by law.
Where a service has been fully performed during the cancellation period following the required express request and acknowledgement, the statutory right to cancel may be lost.
Nothing in State + Sound's appointment policy removes any statutory cancellation right that applies to your purchase.
6. Digital products and on-demand content
Digital products may include on-demand audio practices, protocols, recordings, guides, digital rituals and other downloadable or streamed content.
Where you purchase digital content for immediate access, State + Sound may ask you to:
expressly agree to the supply of the digital content beginning immediately; and
acknowledge that you will lose your statutory 14-day right to cancel once supply begins.
For digital downloads and streaming content, this express agreement and acknowledgement must be obtained before supply begins if the statutory cancellation right is to be lost.
Once immediate supply has begun following the required consent and acknowledgement, a change-of-mind refund will not normally be available.
This does not affect your statutory rights if the digital content is faulty, not as described or does not otherwise meet the requirements of applicable consumer law.
7. Physical products
For most physical products purchased online, you have the right to change your mind and cancel your order.
You must normally tell State + Sound that you wish to cancel within 14 days of receiving the goods.
After notifying State + Sound, you normally have a further 14 days to return the goods.
To begin a return, please contact hello@stateandsound.co.uk before sending the item back so that return instructions can be provided.
Unless the product is faulty or State + Sound has agreed otherwise, you will be responsible for the cost of returning the item.
Returned items should be appropriately packaged and returned in a condition consistent with the handling reasonably necessary to inspect them.
Where a refund is due following a change-of-mind cancellation, the cost of standard outbound delivery will also be refunded where required by law. Additional amounts paid for an enhanced or premium delivery service do not have to be refunded beyond the cost of standard delivery.
8. Personalised, bespoke and non-returnable products
Some products may not qualify for a change-of-mind return where an exemption under consumer law applies.
This may include products that are made to your specifications or clearly personalised, as well as certain perishable products or sealed products that cannot be returned for health or hygiene reasons once opened.
Where a State + Sound product falls within one of these categories, this will be made clear before purchase where appropriate.
This exemption does not remove your statutory rights if a product is faulty, damaged, not as described or otherwise fails to meet applicable consumer standards.
9. Bespoke rituals
Where a Bespoke Ritual includes a personalised physical product or other item created specifically for you, change-of-mind cancellation rights may be limited once work on the personalised element has begun or where the statutory exemption for personalised or custom-made goods applies.
Any relevant conditions will be made clear before purchase.
Your statutory rights in relation to faulty, damaged or misdescribed goods remain unaffected.
10. Faulty, damaged or incorrect products
If a physical product arrives faulty, damaged, incorrect or materially different from its description, please contact hello@stateandsound.co.uk as soon as reasonably possible.
Please include your order details and, where useful, photographs showing the problem.
State + Sound will deal with faulty or non-conforming products in accordance with your statutory consumer rights.
A business cannot exclude a consumer's legal rights simply by stating that it does not offer refunds.
11. Problems with digital content
If digital content you have purchased cannot be accessed, is faulty or is materially different from its description, please contact hello@stateandsound.co.uk.
State + Sound will investigate the issue and provide an appropriate remedy where required by applicable consumer law.
12. Problems with a service
If you believe a service has not been provided as described or with reasonable care and skill, please contact State + Sound so that the issue can be reviewed.
This policy does not restrict any remedy available to you under applicable consumer law.
13. Refunds
Where a refund is due, it will normally be returned using the original payment method unless otherwise agreed or required.
For returned physical goods, statutory rules generally require the refund to be made within 14 days of receiving the goods back, subject to the applicable consumer rules.
The time taken for funds to appear in your account after a refund has been processed may depend on your bank or payment provider.
14. How to cancel or request a refund
To cancel a service where online cancellation is available, you may use the cancellation facility provided through your booking confirmation.
For returns, statutory cancellations, refund requests or anything that cannot be managed through your booking, contact:
State + Sound
hello@stateandsound.co.uk
Please include your name, order or booking details and enough information for us to identify the relevant purchase.