Refund Policy

Last updated: 9th May 2026

Phil Sproson Photography – philsprosonphotography.com

1. YOUR LEGAL RIGHTS (UK)

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have important legal rights when you purchase from us. This refund policy does not affect your statutory rights.

Key rights summary:

• Faulty or misdescribed physical products (prints, canvases, framed prints): You have the right to a full refund within 30 days of receiving the item.

• Change of mind on physical products: Because our prints are made-to-order (printed specifically for you at the time of purchase), you have no right to return or exchange them for change of mind reasons. This is permitted under UK law for bespoke or personalised goods.

• Digital downloads: Once you have downloaded a digital file, you lose the right to cancel the contract unless the file is faulty or corrupted.

• Photography services (e.g., photoshoots): Services are treated differently – see Section 9 below.

2. MADE-TO-ORDER PRINTS – NO RIGHT TO RETURN FOR CHANGE OF MIND

Important – Please read carefully:

All prints, canvases, framed prints, and physical photography products offered on this website are made-to-order. This means:

• They are not pre-manufactured or held in stock.

• They are printed specifically for you at the time you place your order.

• They are produced by a professional print lab on a per-order basis.

Therefore, under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)):
You do not have the right to cancel, return, or exchange these items for change of mind reasons.

Once you place an order for a physical print product, the order is sent to our print lab for production. We cannot accept returns or issue refunds simply because you changed your mind, no longer want the item, or found a cheaper price elsewhere.

This does not affect your rights if the item is faulty, damaged, or not as described. See Section 4 below for faulty items.

3. DIGITAL DOWNLOADS (Photography Files)

Important: Due to the nature of digital products, once you have downloaded a digital file, you cannot cancel the order or receive a refund unless the file is faulty or not as described.

If your digital download is faulty:

• Contact us at phil@philsprosonphotography.com within 14 days of download.

• Provide your order number and a description of the issue.

• We will either:

  • Send you a corrected version of the file, or

  • Issue a full refund if the file cannot be fixed.

Before downloading: You may cancel your order at any time before clicking the download link for a full refund.

4. FAULTY, DAMAGED, OR INCORRECT PRINTS (Your Statutory Rights)

We absolutely guarantee that your print will arrive in perfect condition. However, issues can sometimes occur during shipping or production.

Please inspect your order upon receipt and contact us immediately if your print, canvas, or other physical product is:

• Damaged in transit (creases, tears, bent corners, water damage)

• Defective (printing errors, colour misalignment, poor quality)

• Incorrect (wrong image printed, wrong size, wrong finish)

To report a faulty or damaged item:

Email us within 30 days of receipt at phil@philsprosonphotography.com with:

• Your order number

• A clear description of the issue

• Photographs showing the damage or defect (this helps us claim from the print lab or courier)

What we will do:

• We will arrange for a replacement print to be sent to you at no cost, or

• We will issue a full refund (including original shipping costs) if you prefer

Under UK law:

• Within 30 days of receipt: You can reject faulty goods and claim a full refund.

• Within 6 months: You can request a repair, replacement, or refund (fault presumed to have existed at the time of delivery unless we can prove otherwise).

Please note: We cannot be responsible for damage caused by improper handling, framing, or storage after delivery. If your print arrives in perfect condition but is later damaged by you, this is not covered.

5. COLOUR ACCURACY DISCLAIMER (Important for Prints)

Our print lab uses professional calibration standards. However:

• Different screens and monitors display colours differently.

• We cannot guarantee that the colours on your screen will exactly match the final printed product.

• Minor colour variations between screen and print are normal and do not constitute a fault.

If you have specific colour concerns for a large or important order, we recommend ordering a sample print first, or contacting us before placing your order.

Significant colour errors (e.g., completely wrong colour cast, missing channels) will be treated as a fault under Section 4.

6. NON-RETURNABLE ITEMS (Summary)

The following cannot be returned, exchanged, or refunded unless faulty:

7. EXCHANGES

We do not offer exchanges on made-to-order prints for change of mind reasons, as each print is produced specifically for your order.

If you received a faulty or incorrect print, we will send you a replacement (the correct image/size) – this is not an exchange but a warranty remedy.

If you simply want a different image or size, you will need to place a new order for the desired item.

8. REFUNDS (for faulty items only)

Once we receive evidence of the fault (photos) and approve your claim, we will process your refund as follows:

• Refunds are issued to your original payment method.

• Please allow 3–10 business days for your bank or credit card provider to process the refund.

We do not require you to return faulty prints unless specifically requested. In most cases, we will ask for photos of the damage and then send a replacement. This saves you the cost and hassle of return shipping.

9. PHOTOGRAPHY SERVICES (Photoshoots, Events, Commissions)

Booking and deposit:

• A non-refundable deposit may be required to secure your booking date.

• The deposit amount will be clearly stated at the time of booking.

Cancellation by you:

• More than 14 days before the shoot date: You may cancel and receive a refund of any fees paid, minus the non-refundable deposit.

• Less than 14 days before the shoot date: No refund will be issued, as we will have turned away other work to accommodate your booking.

• After the shoot has taken place: No refund is available unless the work is faulty (see below).

If you are unhappy with the service:

• We will always work with you to resolve reasonable concerns, including offering a free re-edit of images or a reshoot where practical.

• Refunds for services are only available if the work is not provided with reasonable care and skill – for example, if we fail to attend the shoot, or if the images are fundamentally unusable.

After delivery of final images: Once you have approved and received the final edited gallery, you are confirming that the service has been completed to your satisfaction. No refunds will be given for subjective artistic preferences (e.g., “I don’t like the editing style”) after approval.

10. CANCELLING A DIGITAL ORDER (Before Download)

For digital downloads only, you have the right to cancel at any time before you click the download link.

To cancel a digital order before download, email phil@philsprosonphotography.com with your order number. A full refund will be issued.

This right does not apply to made-to-order prints – once a print order is placed, it is immediately sent to our print lab for production and cannot be cancelled.

11. CONTACT US

For all return, refund, cancellation, or service-related queries:

Email: phil@philsprosonphotography.com

Postal address (for written correspondence):
Fern Royd, Hathersage, S32 1AU, United Kingdom

Please note: Do not send items back without contacting us first. We will advise you on whether a return is needed (most faulty items will not require return shipping).

12. COMPLAINTS

If you are unhappy with our response, you have the right to refer the matter to the Legal Ombudsman (for service disputes) or the Information Commissioner’s Office (ICO) for data protection matters.

We always aim to resolve your concerns directly – please contact us first.