Effective From: November 1st, 2025

Thank you for supporting Donald Purdey Photography. We want every purchase to feel right. This policy explains how refunds, returns,
cancellations, and exchanges work for physical prints, framed art, custom orders, and digital products. Read it so you know what to expect if something goes wrong.

Scope and summary

This policy applies to all orders placed through donaldpurdeyphotography.com and our Etsy shop. Here’s the short version:

• Physical prints and framed art: refundable or replaceable if damaged
  in transit or defective. Custom, limited-edition, or altered prints are
  final sale unless damaged.
• Digital downloads: non-refundable.
• Cancellations: allowed within 24 hours for standard orders. Once printing or framing begins, cancellations may not be possible.
• Timelines: file a claim within 7 days of delivery for damage or defects.

Read the full sections below for exact steps, timelines, and exceptions.

Definitions

• Print: any physical photographic print produced by Donald Purdey Photography.
• Framed art: print mounted or framed using third-party or in-house framing.
• Custom order: any print produced to a customer’s specific size, finish, or request.
• Limited edition: any print explicitly labeled limited edition and produced in a specified, capped run.
• Digital download: non-physical files delivered electronically.

Ordering and pre-production

When you place an order, you agree to this policy. For custom orders we will confirm dimensions, finish, and proof approval before
production. Proof approval is binding. If you request changes after approval and production has begun, additional charges and delays may apply and refunds may be limited.

Cancellations

• Standard orders: You may cancel an order within 24 hours of purchase
  for a full refund. After 24 hours we may already be preparing or
  printing your item.
• Custom or made-to-order items: Cancellations are only accepted
  before proof approval or before production starts. If you cancel after
  production begins, refunds are generally not available.
• How to cancel: Email us at info@donaldpurdeyphotography.com with your order number and request. We will confirm by email.

Damaged items and transit issues

Here’s the thing: prints are fragile and may get damaged in shipping. We pack carefully, but if your item arrives damaged, we will replace it or issue a refund.

• Inspect immediately: Open packages within 48 hours and inspect your order.
• File a damage claim within 7 days of delivery.
• What we need: Photos of the damaged packaging and the damaged print, your order number, and delivery date.
• Resolution: We will either replace the item at no charge or issue a
  full refund, including original shipping. If the item is out of stock or
  a limited edition that has sold out, you will receive a full refund or a
  store credit if you prefer.

Defects and print quality issues

If you believe a print is defective (printing error, significant color problem beyond natural variation, wrong image printed), contact us within 7 days.

• Provide clear photos and order details.
• If we confirm a defect, we will reprint and ship a replacement at no cost. If replacement is not possible, a full refund will be issued.

Color, monitor, and natural variation

Photographic prints will have natural variations. Differences in color, tone, or texture between what you see on your monitor and the printed piece are normal. We calibrate our workflow, but screens vary.

• These natural variations do not qualify for a refund.
• If you need more color accuracy, request a proof prior to final printing and approve it in writing.

Limited editions, signed prints, and custom work

• Limited edition and signed prints are final sale unless damaged or defective.
• Custom sizes, special finishes, and commissions are final sale once production begins.
• If a limited edition print is damaged in transit, we will replace it or refund if an identical replacement is unavailable.

Exchanges

Exchanges are handled case by case:

•  If you change your mind about a print, contact us immediately. Since each print is custom-made, once printing begins, cancellations or
  exchanges are not possible. If the item has not yet been printed, a refund or exchange may be available. If the item is unused and meets our return requirements, exchanges may be possible. You are responsible for return shipping unless the item was damaged or defective.
• Custom, limited edition, and framed items may not be eligible for exchange.

Return requirements and process

If a return is accepted:

• Items must be returned unused, in original packaging, and in the same condition as delivered unless damaged within 7 days of receiving the item.
• Include the original packing slip and order number.
• Returns must be authorized in advance; do not ship without an authorization number.
• Return shipping: Unless the return is due to our error, customers pay return shipping and insurance. We recommend tracking and insuring returns.

To request a return authorization, email info@donaldpurdeyphotography.com with photos and order details.

Refund processing

• Refunds are processed within 7 business days after we receive and inspect returned items.
• Refunds will be issued to the original payment method.
• Shipping charges are refundable only if the return is due to our error or damage.
• Please allow additional time for your bank or payment provider to post the refund.

Shipping damage claims and carriers

• If a carrier note or tracking shows delivery damage, notify us immediately.
• We work with carriers to file claims, but timely notification by the customer is essential.
• Keep all packaging until the claim is resolved.

International orders

• International customers are responsible for customs, duties, and taxes on import. These fees are non-refundable.
• International shipping times vary. Claims for damage or loss must be filed within 7 days of international delivery.
• Returns from outside the US may incur higher shipping costs and
  customs handling. Unless the item is defective or damaged, return
  shipping is the customer’s responsibility.

Digital products and downloads

• Digital downloads, high-resolution files, and image licenses are non-refundable. If a download fails, we will provide a working link.
• If you purchased a license and received the wrong file, we will replace it or refund.

Gift purchases and third-party platforms

• Orders placed through Etsy follow both our policy and Etsy’s buyer protection. Contact us or the platform to start a claim.
• Gift purchases follow the same policy; refunds are issued to the original purchaser unless otherwise arranged.

Exchanges for store credit

If a refund is not possible, we may offer store credit that never expires. Store credit can be used for future purchases on our website.

Charge backs and disputes

If you initiate a chargeback with your payment provider, please also reach out to us first. We will attempt to resolve issues directly. If a chargeback is reversed due to insufficient evidence, you may be responsible for associated fees.

Warranty and repair

• We do not offer a warranty beyond replacement or refund for damage or defects discovered within the specified claim period.
• If a framed piece needs repair due to manufacturing failure within 7 days of purchase, contact us and we will assess repair or replacement.

Force majeure

We are not liable for delays or inability to fulfill orders caused by events beyond our control, such as natural disasters, carrier strikes,
or supply disruptions. If production or shipping is delayed for reasons outside our control, we will notify you and offer a refund or store credit.

Privacy and security

We collect minimal order data to process refunds. Your financial information is handled by secure payment processors. Refund payments
follow the same secure process as purchases.

How to contact us

To request a return, replacement, or refund:

• Email: [Enter Details Here]
• Subject Line: Refund Request — [Order #]
• Include: Order number, photos of damage (if applicable), brief description, and preferred resolution (refund, replacement, or credit).

We aim to respond within two business days.

Dispute resolution and governing law

This policy is governed by the laws of the state of California. If a dispute cannot be resolved informally, parties may submit to mediation
before seeking court action. Small claims proceedings are allowed under applicable law.

Updates to this policy

We may update this policy from time to time. The date at the top indicates when the policy was last revised. Major changes will be posted
on the website and will not retroactively apply to orders already completed.