Refunds & cancellations
Last updated 23 October 2026
Your download
When you keep a photo you ask us to give you your files straight away and acknowledge that your 14-day right to cancel that photo ends once your download starts (Consumer Contracts Regulations 2013, regulation 37). Your order confirmation email repeats this, with the time you ticked it.
If a face doesn't look like them
Within 14 days of keeping a photo, press "It doesn't look like them" on your order page. We'll make a stricter version free. You see exactly the picture you are keeping in your preview, and you tick a box saying so before you keep it: a blurry or damaged original can only be improved so far, so we don't give refunds or credits because of how a face looks. (Photos kept before 1 November 2026 keep the earlier promise of a credit or your money back once the stricter version is made.) This doesn't affect your legal rights: if your files are faulty, missing or not as described, contact us and we'll put it right.
Unused credits
You can refund a pack's unused credits from your account within 14 days of buying it: you get the pack's price back, less one credit's value for each credit used, so an unused pack is refunded in full. After that they last 12 months from the day you bought the pack, and we email you a month before any unused ones expire.
Prints are made from your photo
Because every print is made from your own photo, there's no change-of-mind return once it's made (Consumer Contracts Regulations 2013, regulation 28(1)(b)). For 2 hours after you pay you can change it or cancel it on your order page, and a cancelled print is refunded.
Faulty, damaged or wrong prints
If a print arrives damaged or isn't what you ordered, use "Report a problem" on your order page within 30 days of delivery and add a photo; if it hasn't arrived 10 working days after dispatch, report that too. Then choose a free reprint or a refund of the print (one of the two, once per order; anything more, tell us through the contact form). There's nothing to send back. After 30 days, tell us through the contact form and we'll put it right under the Consumer Rights Act 2015. This doesn't affect your legal rights.
If we can't finish your photo
If something goes wrong and we can't make your files, we give your credit back and refund any payment for that photo and its print automatically, and email you.
How refunds are paid
Refunds go back to the card you paid with. Once we've sent a refund, it normally shows on your statement within 5 to 10 working days, depending on your bank.