Refund & Digital Content Policy

This policy should be read alongside our Terms & Conditions.

1. Digital products

We sell digital photographs and videos.

Products may include:

standard photographs;
custom photographs;
standard videos;
custom videos;
downloadable digital files;
content delivered by email;
content delivered through a private account area;
content supplied through a secure download link.
Because these products are digital and, in many cases, personalised, different refund rules may apply compared with physical goods.

2. Standard digital content

Where you purchase standard digital content, you may normally have a statutory cancellation period under UK consumer law.

However, where you ask us to provide the digital content immediately, you may be required to:

expressly consent to immediate supply; and
acknowledge that you may lose your right to cancel once supply begins.
If the content has already been downloaded, accessed or supplied following your express consent, a change-of-mind refund may not be available.

3. Custom photographs and videos

Custom photographs and videos are produced specifically in response to a customer’s request.

Once we have:

accepted the custom request; and
started producing the content,
the order may no longer be refundable simply because you change your mind.

This is because the content is being created specifically for you.

Where production has not yet begun, we may consider a cancellation request.

Any cancellation is subject to:

the stage the order has reached;
work already completed;
costs already incurred; and
your statutory rights.

4. When refunds will not normally be given

Refunds will not normally be provided where:

you change your mind after digital content has been supplied;
you have already downloaded or accessed the content;
production of custom content has already begun;
you ordered the wrong package;
you misunderstood a product description that was clearly displayed;
you do not like a subjective element such as lighting, pose, background or framing;
the final image or video contains reasonable variations;
the finished content differs slightly from example images;
your screen displays colour differently;
you failed to read the product description;
you supplied unclear or incomplete custom instructions;
your device is unable to open a standard file type;
you failed to download the content within the stated availability period.

5. Reasonable variation

Photography and video naturally involve variation.

The final content may differ from website examples in areas such as:

pose;
angle;
crop;
framing;
lighting;
skin tone caused by lighting;
background;
nail appearance;
accessories;
clothing;
shadows;
camera position;
colour balance;
natural physical features.
These reasonable differences do not normally mean that the product is faulty.

6. Custom request expectations

We will use reasonable efforts to follow an accepted custom request.

However, custom content is not guaranteed to reproduce every requested detail exactly.

Minor differences in:

positioning;
camera angle;
timing;
movement;
lighting;
composition;
expression;
interpretation;
will not normally entitle you to a refund.

If a particular detail is essential, it must be clearly stated when the request is submitted.

7. Faulty or incorrect digital content

If digital content is:

corrupted;
technically unusable;
materially different from the product ordered;
materially different from an accepted custom request;
incorrectly supplied;
missing;
otherwise not of satisfactory quality under applicable law,

We may ask you to provide:

your order number;
details of the problem;
screenshots;
information about the device used;
details of what was expected.

Where appropriate, we may offer:

a replacement file;
a corrected version;
re-supply of the content;
re-recording;
re-shooting;
a partial refund;
a full refund.

8. Delivery problems

If you have not received your content, please first check:

your spam or junk folder;
the email address used at checkout;
your customer account;
any download link provided.
If you still cannot access the content, contact us.

We will usually attempt to re-send or restore access before issuing a refund.

9. Custom request refused

If we refuse a custom request before work begins, we will normally:

offer you the opportunity to amend the request; or
cancel the order and refund the amount paid.
If only part of the request is unacceptable, we may offer an amended version.

You are not required to accept an amended request.

10. Custom request cancelled by us

We may cancel a custom order where:

the request breaches our Acceptable Use Policy;
the request is illegal;
we are unable to produce the content;
the request creates safety concerns;
the request involves an unavailable model or creator;
technical problems prevent production;
circumstances outside our reasonable control make fulfilment impossible.
Where we cancel before providing the content, we will normally issue a refund for the cancelled item.

11. Chargebacks

If you have a genuine problem with an order, please contact us before initiating a chargeback.

We will try to resolve legitimate problems promptly.

We reserve the right to challenge chargebacks where:

the content was delivered successfully;
download records are available;
custom content was produced as agreed;
the claim is fraudulent or misleading.
Repeated fraudulent chargebacks may result in account suspension.

12. Refund processing

Approved refunds will normally be returned to the original payment method.

Processing times depend on the payment provider and bank.

Once we have issued a refund, we are not responsible for delays caused by your card issuer, bank or payment provider.

13. Statutory rights

Nothing in this policy affects your statutory consumer rights.

Where applicable, your rights may arise under laws including:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any part of this policy conflicts with rights that cannot legally be excluded, your statutory rights will take priority.

14. How to request a refund
To request a refund or report a problem, contact:

Email: info@feetpiconline.com

Please include:

your full name;
your order number;
the product purchased;
the reason for the request;
any relevant screenshots or supporting information.

We aim to respond within 48 hours.