Return Policy

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Return Period

For digital products and licenses, returns are not applicable due to the immediate delivery nature of digital content. However, we offer the following:

Digital Licenses: No returns once downloaded, but technical issues will be resolved
Photography Services: Cancellation requests must be made at least 7 days before the scheduled shoot date
Unsatisfactory Work: Contact us within 14 days of receiving final deliverables

Return Conditions

To be eligible for a return or refund, the following conditions must be met:

Request must be made within the specified time period
For services, cancellation must be made according to the timeline specified in your service agreement
Technical issues must be reported within 30 days of purchase
Work must not meet the agreed specifications (for services)
Files must be defective, corrupted, or incorrectly formatted (for digital products)

We reserve the right to refuse returns that do not meet these conditions.

Return Shipping Costs

Since we primarily offer digital products and services, there are typically no physical items to return. However, in cases where physical materials are involved:

Defective Products: We will cover the cost of return shipping for defective items
Customer-Initiated Returns: Return shipping costs are the responsibility of the customer unless the return is due to our error
Service Cancellations: No shipping costs apply as services are not physical products

For digital products, there are no shipping costs as items are delivered electronically.

Return Process

To initiate a return, refund, or cancellation:

Contact Us: Email or call us using the contact information provided below
Provide Details: Include your order number, purchase date, and reason for return
Review: We will review your request and respond within 5 business days
Approval: If approved, we will provide instructions for the return process
Processing: Once we receive and verify the return (if applicable), we will process your refund
Confirmation: You will receive confirmation once the refund has been processed

Non-Returnable Items

The following items and services are not eligible for return or refund:

Downloaded Digital Images: Once a digital image license has been downloaded, it cannot be returned
Custom Photography Services: Completed custom photography work cannot be returned, though revisions may be available
Used Licenses: Image licenses that have been used in published materials cannot be returned
Last-Minute Cancellations: Services cancelled less than 3 days before the scheduled date are not eligible for refund
Change of Mind: Returns based solely on change of mind are not accepted for digital products

General Legal Requirements

This Return Policy is provided in accordance with New Zealand consumer protection laws. Under the Consumer Guarantees Act 1993, you have rights as a consumer, including:

Right to goods and services that are of acceptable quality
Right to goods that match their description
Right to services that are carried out with reasonable care and skill
Right to remedies if goods or services fail to meet these guarantees

This policy does not limit your rights under New Zealand consumer protection laws. If you believe your consumer rights have been breached, you may contact the New Zealand Commerce Commission or seek legal advice.

Order Cancellation Policy

You may cancel an order under the following circumstances:

Before Download/Service: Digital licenses can be cancelled before download. Service bookings can be cancelled according to the timeline in your agreement
Within 7 Days: Service bookings cancelled 7 or more days before the scheduled date are eligible for full refund minus any non-refundable deposits
3-7 Days Before: Service bookings cancelled 3-7 days before are eligible for 50% refund
Less Than 3 Days: Service bookings cancelled less than 3 days before are not eligible for refund, but credit may be applied to future services

To cancel an order, contact us immediately using the contact information provided below.

Refund Procedure

If a refund is approved, the following procedure applies:

Processing Time: Refunds are typically processed within 5-10 business days of approval
Payment Method: Refunds will be issued to the original payment method used for the purchase
Bank Processing: Additional time may be required for your bank or payment provider to process the refund
Confirmation: You will receive an email confirmation once the refund has been processed
License Revocation: Any licenses associated with refunded purchases will be immediately revoked
Partial Refunds: For service cancellations, partial refunds will be calculated based on the cancellation timeline and any expenses already incurred

If you do not receive your refund within the expected timeframe, please contact us immediately.

Digital Products and Licensing

Due to the digital nature of our stock photography products, all sales of digital image licenses are final once downloaded. This policy is in place because:

Digital products cannot be physically returned
Once downloaded, the license has been granted and the product delivered
Digital files can be easily copied and distributed

However, we understand that technical issues may occur. If you experience problems:

Download Issues: If you cannot download your purchased images due to technical problems on our end, contact us within 7 days of purchase. We will provide alternative download methods or replacement files.
File Corruption: If downloaded files are corrupted or unreadable, contact us within 30 days. We will provide replacement files at no additional cost.
Incorrect Files: If you receive files that do not match your purchase (wrong images, incorrect format, or missing files), contact us immediately. We will provide the correct files or issue a full refund.
Our Error: If the issue is due to our error (wrong files sent, payment processed incorrectly, etc.), we will provide a full refund or replacement, as appropriate.

To request assistance with digital products, contact us with your order number, purchase date, and a detailed description of the issue. We will respond within 2 business days and work to resolve the issue promptly.

Photography Services

For photography production services, the following cancellation and refund policies apply:

Cancellation 7+ days before scheduled shoot: Full refund minus any non-refundable deposits or expenses already incurred
Cancellation 3-7 days before scheduled shoot: 50% refund of total fee
Cancellation less than 3 days before scheduled shoot: No refund, but credit may be applied to future services
Postponement: Subject to availability, shoots may be rescheduled without penalty if requested 7+ days in advance

Unsatisfactory Results

If you are not satisfied with the final deliverables from a photography service:

Contact us within 14 days of receiving the final images
We will review the work and discuss options for revisions or adjustments
If the work does not meet agreed specifications, we will provide reshoots or appropriate compensation
Refunds for completed work are considered on a case-by-case basis

Defective or Incorrect Files

If you receive files that are corrupted, incorrectly formatted, or do not match your purchase:

Contact us within 30 days of purchase
We will provide replacement files at no additional cost
If replacement is not possible, a full refund will be issued

Processing Refunds

If a refund is approved:

Refunds will be processed to the original payment method
Processing time is typically 5-10 business days
You will receive confirmation once the refund has been processed
Any licenses associated with refunded purchases will be revoked

Special Circumstances

We understand that exceptional circumstances may arise. We will consider refund requests on a case-by-case basis for situations such as:

Medical emergencies preventing service completion
Natural disasters or unforeseen events
Technical failures on our part that prevent service delivery

Contact Information

To request a return, refund, cancellation, or discuss any concerns regarding our return policy, please contact us using one of the following methods:

Email

Send an email to response@labelcrcatalogue.world with the subject line "Return Request" or "Refund Request" for faster processing.

Phone

Call us at +64 22 458 9066 during business hours. Our customer service team is available to assist you with return and refund requests.

Mail

Send written correspondence to:

5C/28 Wellesley Street East
Auckland Central, Auckland 1010
New Zealand

Business Hours

Our customer service team is available:

Monday - Friday: 9:00 AM - 6:00 PM (NZST)
Saturday: 10:00 AM - 4:00 PM (NZST)
Sunday: Closed (emergency inquiries only)

We observe New Zealand public holidays. During these times, response times may be delayed.

Required Information

When contacting us, please include the following information to help us process your request quickly:

Order Number or Transaction ID: Found in your purchase confirmation email
Purchase Date: The date you made the purchase
Reason for Return/Refund: Detailed explanation of why you are requesting a return or refund
Product or Service Details: Description of what you purchased
Supporting Documentation: Screenshots, photos, or other evidence if applicable
Preferred Resolution: Whether you prefer a refund, replacement, or credit

Response Times

We aim to respond to all inquiries within the following timeframes:

Email Inquiries: Within 2 business days
Phone Inquiries: During business hours, or callback within 1 business day
Return/Refund Requests: Initial response within 2 business days, resolution within 5-10 business days
Urgent Matters: We will prioritize urgent requests and respond as quickly as possible

If you do not receive a response within these timeframes, please follow up with us. We are committed to resolving all inquiries promptly and fairly.