Refund Policy

1. Statutory Rights First

Nothing in this policy limits legal rights you may have under mandatory consumer law, including rights for faulty digital content (for example under the UK Consumer Rights Act 2015 where applicable).

2. Acceptance Guarantee Scope

Where we advertise an acceptance guarantee, claims are eligible only where a competent authority rejects the delivered output for a technical image-compliance reason directly attributable to our delivered file.

Approved claims are resolved by one of the following remedies at our discretion:

• free remake/reprocess, or
• full refund of the affected package price.

3. Eligible Claim Requirements

• Claim submitted within 30 days of purchase.
• Clear rejection evidence from the authority (letter, screenshot, or official response).
• Rejection reason is image technical compliance, not unrelated application/identity issues.
• Submitted file is materially the same as the file we delivered (no third-party edits after delivery).

4. Digital Content and Cancellation

Our products are digital services supplied on demand. If you request immediate processing/delivery, cancellation rights may be reduced or lost once supply starts, to the extent permitted by law.

If mandatory law gives you a cancellation or remedy right, that right still applies.

5. Non-Refundable Situations

Refunds are generally unavailable for:

• change of mind after digital supply has started (subject to mandatory law),
• wrong product/document route chosen by the customer,
• rejection caused by non-photo application issues, identity mismatch, or external factors,
• source photo defects outside reasonable correction limits (for example severe blur/occlusion),
• failure to follow submission instructions,
• duplicate, abusive, or fraudulent claims.

6. Print-Related Components (Where Offered)

• If a print-related component has not entered production/dispatch, we may cancel that component.
• If production/dispatch has started, that component may be non-refundable except where law requires otherwise.

7. How to Submit a Claim

Email support@passport-photo.co.uk with:

• order ID or payment/session reference,
• checkout email address,
• rejection evidence, and
• a concise explanation of the issue.

8. Review and Payout Timing

• Initial review target: within 3 business days.
• If approved, refund is returned to the original payment method.
• Bank/card settlement times vary and can take 5-10 business days after issuance.

9. Chargebacks and Abuse Controls

Please contact support before opening a chargeback so we can attempt resolution. We reserve the right to contest chargebacks where service records show valid fulfilment or policy abuse.

10. Policy Updates

We may update this policy. Unless law requires otherwise, the version in force at the time of purchase applies to that order. Material changes are published on this page.