Refund & Return Policy

Understanding Digital Goods

Digital photo files are classified as digital goods. Once delivered, they cannot be "returned" in the traditional sense. However, we recognize legitimate issues and offer refunds in specific circumstances as outlined below.

Refund Eligibility

Refunds Are Granted For:

• Accidental Duplicate Purchase - You purchased the same file twice.
  • We'll refund the duplicate and keep your first purchase valid.
  • Contact us with your order numbers for both purchases.
• Failed or Incomplete Delivery - You couldn't download the file due to technical issues.
  • We'll attempt to resolve the issue first (resend link, check file integrity).
  • If unresolved after 3 attempts, a full refund is issued.
• File Mismatch or Quality Issue - The file is materially different from the product description.
  • The image is significantly different from the preview.
  • The file is corrupted or cannot be opened.
  • Resolution or dimensions are significantly lower than advertised.

Refunds Are NOT Granted For:

• Change of mind or "I don't like the image anymore."
• You accidentally downloaded the wrong file (wrong order number).
• You lost your download link (we can resend it instead).
• You need a different license or permission type (these require negotiation).
• Technical issues on your end (software incompatibility, storage space, etc.).
• The image doesn't match your specific use case (research before purchasing).

How to Request a Refund

Step 1: Gather Your Information

Have ready:

• Your order number (from your confirmation email)
• The product name / image name
• Reason for the refund request
• Any supporting details (error messages, file issues, etc.)

Step 2: Contact Us

Email [email protected] with:

• Subject: "Refund Request - [Order Number]"
• Body: Include information from Step 1
• Attachments (if applicable): Screenshots of errors, proof of duplicate, etc.

Step 3: Review & Resolution

Within 3 business days, we'll review your request and respond with:

• Approved - Refund will be processed to your original payment method.
• Pending - We may ask for additional information or attempt a fix.
• Denied - We'll explain why the request doesn't qualify and offer alternatives.

Refund Timeline

Important: Refunds are issued to your original payment method (Stripe). Your bank may take an additional 3-5 business days to process.

Deadline: 14 Days

All refund requests must be submitted within 14 days of purchase. After 14 days, refund eligibility expires. We cannot process refunds for orders older than 14 days, with rare exceptions for unreported technical issues.

Can't Get a Refund? Here Are Alternatives

Download Issues?

• Lost your download link → We can resend it (valid for the remaining download period).
• File won't open → Try a different image viewer or converter tool first.
• Technical error → Contact us; we'll troubleshoot and may re-upload the file.

Wrong File or Different Image Needed?

• Browse our gallery for a similar alternative image.
• Contact us to discuss a different file or custom license terms.

Not Happy With Your Purchase?

• We cannot refund for change of mind, but consider it a learning experience.
• Preview images carefully and review metadata before purchasing.
• Contact us for future purchases; we may recommend better options.

Special Cases & Exceptions

Chargebacks & Dispute Claims

If you file a chargeback with your bank or payment provider without contacting us first, we may:

• Dispute the claim with Stripe.
• Revoke your download access immediately.
• Ban your email from future purchases.

Always contact us first; we prefer to resolve issues directly.

Fraud or Unauthorized Purchases

If you believe your account was used without authorization, contact us immediately with proof. We'll investigate and may issue a full refund.

Payment Method Refunds

Stripe / Credit Card

• Refunds appear as a credit on your card statement within 5-10 business days.
• Contact your bank if the refund doesn't appear after 10 days.

Contact & Support

Have questions about refunds or want to discuss your purchase? Contact us:

• Email: [email protected]
• Subject: "Refund Question" or "Refund Request"
• Response Time: Within 24 business hours

Legal Jurisdiction

This Refund & Return Policy is governed by Swiss law. Disputes are subject to the exclusive jurisdiction of the competent courts of Zurich, Switzerland.