Refund & Cancellation
Policy.

This Refund and Cancellation Policy applies to purchases, orders, bookings and services supplied by Spectral Lens Ltd, including purchases made through the Spectral Lens™ Store, digital products, entitlement-gated access, physical products, prints, albums, canvases, custom products and creative services.

This policy should be read together with our Terms of Service, Privacy Policy, Legal Notice, any applicable project agreement, quotation, invoice, order confirmation, licence, release, delivery terms or other written agreement.

By completing a purchase, placing an order, booking a service, accessing a digital product, downloading a file, approving a custom product or engaging us for creative services, you agree to this policy.

If you have any questions about refunds, cancellations, returns, access issues or your statutory rights, please contact us at info@spectrallens.com before completing your order.

Nothing in this policy affects any statutory rights that cannot lawfully be excluded or limited.

Different rules may apply depending on whether you are purchasing as a consumer or as a business customer.

A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

A business customer is a person, company, brand, agency, organisation or representative acting for business, professional, commercial or organisational purposes.

Where you purchase on behalf of a business, brand, agency, company or organisation, you confirm that you have authority to do so.

Consumer rights that cannot lawfully be excluded or limited will continue to apply.

Some Spectral Lens™ Store products are supplied as digital products, digital resources, templates, tools, downloadable assets, account-based access, entitlement-gated access or secure portal access.

Upon successful payment, access may be provided immediately through one or more of the following:

• your Store Account
• your My Downloads area
• your Access Hub
• your Client Portal account
• a secure entitlement-gated customer area
• a purchase confirmation email
• another approved digital delivery method

There may be no physical goods to ship and no separate file to wait for where access is provided through a secure customer portal or entitlement-based system.

You are responsible for ensuring that the email address used at checkout is correct and that your device, browser, software, account access and internet connection are capable of accessing the product.

If you are a consumer purchasing digital content online, you may normally have a 14-day cancellation right under applicable distance-selling rules.

However, where digital content is not supplied on a physical medium, that cancellation right may be lost once supply of the digital content has begun, provided that you have given express consent for immediate supply and acknowledged that you will lose the right to cancel once access or download begins.

Before completing a purchase of digital content, you may be asked to confirm that:

• you consent to immediate supply of the digital content
• you acknowledge that your cancellation right may be lost once access or download begins
• you understand that access may be granted immediately after payment

Where you provide this consent and acknowledgement, and digital access or download begins, refunds will not normally be available unless required by law.

Your statutory rights remain unaffected, including rights relating to digital content that is faulty, not as described, not fit for purpose, or that we do not have the right to supply.

Once digital access has been granted, refunds are generally not available for:

• change of mind
• deciding not to use the product
• accidental purchase where access has already begun
• failure to read the product description, licence terms or compatibility information
• incompatibility caused by your own device, browser, software, account, settings or workflow
• lack of time, preference or suitability after purchase
• duplicate account use or unauthorised sharing caused by the customer
• loss of access caused by breach of our Terms of Service

We will review exceptional circumstances at our discretion.

If you experience an issue with a digital product or entitlement-gated product, please contact us promptly at info@spectrallens.com.

Examples may include:

• your access link does not work
• you cannot access the product through your Store Account or My Downloads area
• access has not been granted after successful payment
• the product is materially different from its product description
• a technical fault prevents access to the content
• the digital product is corrupted or incomplete
• the wrong digital product has been supplied

We will investigate and may provide, where appropriate:

• corrected access
• a replacement link
• a replacement file
• technical guidance
• account correction
• product correction
• a refund or partial refund where required by law or appropriate in the circumstances

We may ask you to provide your order number, email address used at checkout, screenshots, error messages or other reasonable information to help us investigate.

If you accidentally purchase the same digital product more than once, please contact us at info@spectrallens.com with your order reference numbers and the email address used at checkout.

Where we can verify that a genuine duplicate purchase was made, we may refund the additional duplicate charge where appropriate.

We may refuse a duplicate purchase refund where the products are different, access has been used by different users, the purchase appears abusive or fraudulent, or there is another reasonable reason to decline.

We may sell or facilitate physical products, including prints, canvases, albums, books, presentation products, plaques, boxes, client gifts and other tangible products.

For standard physical products purchased online by consumers, cancellation and return rights may apply under applicable law.

Where you have a right to cancel, you must notify us within the required cancellation period and return the item in accordance with our instructions.

Returned items must be unused, undamaged and returned with reasonable care unless the product is faulty or the issue is not caused by you.

You may be responsible for return postage unless the item is faulty, damaged, not as described, or we are otherwise required by law to cover the cost.

Some physical products may be custom-made, personalised, project-specific or produced to your specification. This may include bespoke prints, canvases, albums, books, presentation products, custom packaging, framed work, client project products or products made using selected images, designs, names, branding, sizing, materials or other personal specifications.

Cancellation and return rights may be limited where products are custom-made, personalised or produced to your specification, except where the product is faulty, damaged, not as described or where rights cannot lawfully be excluded.

Once production has started on a custom, personalised or made-to-order product, refunds and cancellations will not normally be available unless required by law.

If a physical product arrives damaged, faulty, incorrect or materially not as described, please contact us promptly at info@spectrallens.com.

You should include:

• your order number
• your name and email address
• a description of the issue
• photographs of the item and packaging where relevant
• any delivery or courier information available

Where a product is confirmed to be faulty, damaged, incorrect or materially not as described, we may provide a repair, replacement, reprint, refund or partial refund as appropriate and as required by law.

You must not dispose of the product or packaging before we have had a reasonable opportunity to assess the issue.

Physical products involving print, photographic reproduction, canvas production, album production, framing, finishing or manufacturing may vary slightly from on-screen previews.

Minor variations may occur due to:

• screen calibration
• colour profiles
• paper or canvas texture
• print process
• cropping
• finish
• material variation
• supplier tolerances
• handmade or production processes

Minor variations of this nature will not normally qualify for a refund unless the product is materially defective, materially misdescribed or falls below the standard required by law.

Creative services may include photography, videography, editing, content production, marketing services, brand services, web services, campaign services, creative direction, project management and related work.

Refund and cancellation terms for creative services may be set out in the relevant quotation, proposal, invoice, booking confirmation, project agreement or written contract.

Where no specific written cancellation terms apply, the terms in this policy will apply as far as appropriate.

Deposits, booking fees or advance payments may be required to secure dates, allocate resources, begin planning, reserve studio or supplier time, commence creative work or confirm a project.

Unless otherwise agreed in writing, deposits and booking fees may be non-refundable where:

• dates have been reserved
• work has begun
• planning has started
• suppliers have been booked
• resources have been allocated
• costs have been incurred
• we have turned away other work for the booked date or project period

Any refund of a deposit or booking fee will be considered in light of the circumstances, work completed, costs incurred, notice given and applicable law.

If you cancel a creative service, shoot, production, campaign, project or booking, you may remain liable for:

• deposits
• work already completed
• planning time
• pre-production work
• supplier costs
• travel costs
• venue costs
• crew costs
• equipment hire
• committed expenses
• cancellation charges
• reasonable losses arising from the cancellation

The closer the cancellation is to the scheduled work date or delivery period, the more likely it is that fees, costs or cancellation charges will apply.

Where you are a consumer, this section applies only to the extent permitted by law.

If you request postponement or rescheduling of a creative service, shoot, production date, meeting, delivery date or project milestone, we will try to accommodate the request where reasonably possible.

Rescheduling may be subject to:

• availability
• additional fees
• supplier costs
• crew costs
• venue costs
• travel costs
• revised timelines
• project impact
• cancellation charges from third parties

If a postponement causes significant delay, additional work, supplier loss or inability to complete the project as originally agreed, we may treat the postponement as a cancellation or require revised terms.

We may cancel or postpone a service, booking, shoot, project, order or delivery where necessary due to illness, emergency, safety concerns, equipment failure, technical issues, supplier issues, weather, venue restrictions, access issues, legal restrictions, non-payment, client breach, force majeure or events beyond our reasonable control.

Where we cancel and cannot provide an alternative service or date, we will refund amounts paid for the cancelled service except for any amount that we are legally entitled to retain or that relates to work already performed, products already supplied, third-party costs or other agreed non-refundable amounts.

Where we postpone, we will use reasonable efforts to agree an alternative date or delivery arrangement.

Where services have already been performed, completed or partly performed, refunds will not normally be available for the completed portion of the service unless required by law.

Where you are a consumer and request that services begin during a statutory cancellation period, you may be asked to acknowledge that you may need to pay for services supplied before cancellation.

Where work has begun with your agreement, any refund may be reduced to reflect work already completed, costs incurred and value already supplied, subject to applicable law.

Refunds will not normally be available where:

• you approved proofs, edits, designs, previews, drafts or deliverables
• you changed your mind after approval
• you requested a change in creative direction after work was completed
• you failed to provide required information or feedback
• you failed to check spelling, names, dates, captions, brand details or factual information before approval
• the issue relates to subjective preference rather than failure to meet the agreed scope

Additional revisions, re-edits, reprints, reshoots or changes may be chargeable unless the issue is caused by our error or required by law.

Refunds will not normally be available where access issues are caused by:

• incorrect email address entered at checkout
• failure to check spam or junk folders
• forgotten login details
• incompatible device, browser or software
• customer network restrictions
• customer account misuse
• unauthorised sharing of account access
• breach of the Terms of Service
• failure to follow reasonable access instructions

We will still use reasonable efforts to help restore access where appropriate.

Where a refund is approved, it will normally be issued to the original payment method unless we agree or are required to use another method.

Refund processing times may vary depending on payment providers, banks and card issuers.

We are not responsible for delays caused by banks, card issuers, payment processors or other third-party payment systems.

To request a refund, cancellation, return, replacement, reprint or access review, contact us at info@spectrallens.com.

Please include:

• your full name
• the email address used for purchase or booking
• order number or invoice number
• project name, if applicable
• product or service purchased
• reason for the request
• supporting evidence where relevant

We aim to respond to refund and cancellation enquiries within 2 business days.

Complex cases, supplier investigations, physical product inspections, technical access issues or legal matters may take longer to resolve.

We may refuse refunds, suspend access or take further action where we reasonably suspect:

• fraudulent activity
• chargeback abuse
• unauthorised account sharing
• repeated misuse of refund requests
• unauthorised distribution of digital products
• breach of licence terms
• misuse of downloads
• misuse of the Client Portal
• false claims about access, faults or delivery
• breach of our Terms of Service

This does not affect statutory rights that cannot lawfully be excluded.

If you raise a chargeback or payment dispute without contacting us first, we may provide relevant order, access, delivery, communication, entitlement, download, invoice or project records to the payment provider, bank or dispute handler.

Where a chargeback is found to be invalid or abusive, we may suspend access to products, services, accounts or deliverables and may seek recovery of costs where permitted by law.

This policy forms part of our wider legal terms and should be read with:

• Terms of Service
• Privacy Policy
• Legal Notice
• any applicable project agreement
• any applicable invoice, quotation or order confirmation
• any applicable licence, delivery term, release or signed agreement

If there is a conflict between this policy and a specific signed written agreement, the signed written agreement will take priority to the extent of the conflict.

We may update this Refund and Cancellation Policy from time to time.

The updated version will be published on this page with a revised "Last updated" date.

The version that applies to your purchase, booking or order will normally be the version in force at the time of purchase, booking or order, unless a later version is required by law or agreed between us.

For refund, cancellation, return, access or order enquiries, please contact: