Returns & Refunds
Effective date: 31 August 2026
This policy explains when you may cancel an order, return a physical product or receive a refund from By Sophie Photography.
It covers digital photographs, physical products and booked photography sessions. Different rules apply to each type of purchase.
Nothing in this policy affects your statutory consumer rights.
1. Digital downloads
Digital photographs are supplied electronically. Once payment has been completed, a download link will be issued and the files will be made available.
Download links remain available for 30 days and allow up to ten download attempts. Please download your photographs promptly and save them somewhere safe.
Digital-download refunds
Digital-download purchases are final and non-refundable once the files have been made available.
Before immediate delivery, you will be asked to:
- Give your express consent for the digital content to be supplied immediately; and
- Acknowledge that you will lose your 14-day cancellation right once supply begins
This means you cannot receive a refund simply because you:
- Changed your mind
- Selected the wrong photograph
- No longer want the image
- Failed to download or back up the file before the link expired
- Purchased the same image more than once by mistake
Please check your image selection carefully before completing your order.
Problems with digital files
The non-refundable policy does not affect your statutory rights.
Please contact us if:
- A file is corrupt or will not open
- You receive a different image from the one ordered
- A file is materially different from its description
- Your download link fails within its 30-day validity period
We will normally try to resolve the problem by restoring the link, re-supplying the correct file or providing a replacement. If we cannot resolve the problem, you may be entitled to an appropriate refund.
2. Personalised prints and physical products
All prints and physical products are made to order using the photograph, size, finish and other options selected by you.
Because these products are personalised and made to your specifications, they cannot be cancelled, returned or refunded simply because you have changed your mind or no longer want them.
Please check your photograph, size, finish, delivery address and other selections carefully before completing your order.
This does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described.
3. Faulty, damaged or incorrect physical products
Please contact us as soon as possible if a physical product:
- Arrives damaged
- Has a printing or manufacturing fault
- Contains the wrong photograph
- Is the wrong size or finish
- Is materially different from its description
Please provide your order number and clear photographs showing the product, its packaging and the problem.
Depending on the circumstances and your statutory rights, we will arrange a replacement, reprint or refund. We will cover reasonable return costs if we ask you to return a faulty, damaged or incorrect product.
Please do not return a product before contacting us for instructions.
Nothing in this policy restricts your rights under the Consumer Rights Act 2015.
4. Photography session bookings
Photography sessions reserve a particular date and time which cannot then be offered to another client.
The cancellation and rescheduling terms for your session will be shown on its booking page, in your booking confirmation or in your photography service agreement.
If you need to cancel or rearrange a session, please contact us as soon as possible.
Where possible, we will try to move your booking to another suitable date. Any right to a refund will depend on the notice provided and the cancellation terms accepted when the session was booked.
If we cancel your session and cannot agree a suitable replacement date, you will receive a full refund of the amount paid for that session.
Weather-related postponements will normally be rearranged for a mutually suitable date rather than cancelled.
5. How refunds are paid
Approved refunds will be made to the original payment method.
We will process the refund within 14 days of:
- Receiving an eligible returned product; or
- Receiving evidence that the product has been sent back, if earlier
Where no return is required, we will process the refund within 14 days of confirming that it has been approved.
Your bank or payment provider may take additional time to show the refund in your account.
6. How to request help, a return or a refund
Email hello@bysophiephotography.co.uk with:
- Your name
- Your order number
- The reason for contacting us
- Photographs of any damage or fault, where relevant
Returns should only be sent to the address provided in our return instructions:
By Sophie Photography
3 well lane, poole, bh15 2dt
We aim to reply within two working days.
If your situation is not specifically covered by this policy, please contact us. We will review it fairly and in accordance with your statutory rights.