A Spanish woman sits on the golden sands of a Mallorca beach, her hair damp from her daily swim. She gazes out at the turquoise waters, the sun warming her skin as waves gently lap the shore, capturing a serene moment of island life.
Serenity by the Sea: A Daily Swim in Mallorca
At CutLuce Photography, we strive to deliver high-quality digital photography prints to our customers. Please read the following policy regarding refunds and returns for digital downloads carefully.
Digital Products
Due to the nature of digital files, all sales of digital photography prints are final. Once a digital file has been sent, downloaded, or accessed, it cannot be returned or refunded.
2. Non-Refundable
We do not offer refunds for digital photography prints unless one of the following applies:
You received the wrong file.
The file is corrupted or cannot be accessed.
If you encounter any issues with your download or the digital file itself, please contact us at cut.luce@outlook.com, and we will work with you to resolve the problem.
3. File Issues
If you believe there is an issue with your digital download (e.g., incomplete or corrupt files), we will provide a replacement file after verifying the issue. Please reach out to us within 7 days of your purchase.
4. Unauthorised Purchases
If you believe your purchase was made in error or was unauthorised, please contact us immediately. We may request additional information to verify the situation before issuing any refund.
5. Customer Satisfaction
Our goal is to ensure that you are satisfied with your purchase. If you are unhappy with the quality of your digital print, please get in touch within 14 days of purchase. While we do not typically offer refunds for digital products, we will review your concerns and, at our discretion, offer a one-time courtesy refund or replacement.
Physical Prints
Please review our refund and return policy for physical photography prints below.
1. Returns for Damaged or Defective Prints
If your print arrives damaged or defective, you are eligible for a replacement or a refund. Please follow these steps:
Contact us at cut.luce@outlook.com within 7 days of receiving your order.
Provide your order number and a clear photo of the damaged or defective print.
Upon approval of your request, we will either replace the print at no additional cost or issue a full refund, depending on your preference, with the return of the piece.
2. Returns for Incorrect Orders
If you receive the wrong print (different size, image, or other incorrect details), please notify us within 7 days of receiving the order. We will cover the return shipping costs and ensure the correct print is sent out as quickly as possible.
3. Non-Returnable Items
The following items are non-returnable:
Custom or personalised prints (e.g., prints with custom sizes, specific requests, or personal photos).
Prints that have been altered or damaged by the customer.
Prints returned after 14 days of delivery without any prior communication.
4. General Returns
If you are dissatisfied with your order for reasons other than damage or incorrect prints, you may request a return within 14 days of receiving your order. The following conditions apply:
The print must be returned in its original condition and packaging.
Return shipping costs will be the responsibility of the customer unless the print is damaged or incorrect.
A refund will be issued once we receive and inspect the returned item.
5. Refunds
Refunds will be processed once we have received and inspected the returned print. You will be notified once your return has been approved, and the refund will be applied to your original method of payment within 5-7 business days.
6. Customer Satisfaction
If you are not satisfied with the quality of your print, please reach out to us at cut.luce@outlook.com. While we do not guarantee refunds for dissatisfaction with the product's subjective quality (e.g., colour preference, etc.), we will work with you to find a satisfactory solution.
At CutLuce Photography, we are committed to delivering your physical photography prints with care and in a timely manner. Please review our shipping policy for detailed information on how we handle orders.
1. Processing Time
All domestic orders are processed within 7-10 business days after payment is confirmed.
Custom or personalised prints may require additional processing time of 3 business days.
You will receive a notification with tracking information once your order has shipped.
2. Shipping Rates
Shipping costs are calculated at checkout based on the destination, print size, and shipping method selected.
We offer both standard and expedited shipping options.
3. Domestic Shipping
Orders within Australia typically arrive within 4 to 10 business days after shipping.
Expedited shipping options are available at an additional cost.
4. International Shipping
We ship to select international destinations. Delivery times may vary depending on the destination and customs regulations.
International orders typically arrive within 8 to 14 business days.
Please note that buyers are responsible for any customs duties, taxes, or fees imposed by their country.
5. Shipping Carriers
We ship via trusted carriers such as Auspost and DHL to ensure safe and timely delivery.
Once the order is shipped, we will provide tracking information so you can monitor the delivery status.
6. Lost or Damaged Shipments
If your print is lost or arrives damaged, please contact us immediately at cut.luce@outlook.com.
For damaged prints, kindly provide a photo of the damage within 7 days of receiving the package, and we will arrange a replacement or issue a refund.
7. Delayed or Missing Orders
While we strive to meet delivery estimates, shipping delays may occur due to factors beyond our control (e.g. weather, customs etc).
If your order hasn’t arrived within the estimated delivery time, please reach out to us for assistance.
8. Shipping Address
Please ensure your shipping address is accurate when placing an order. We are not responsible for undelivered packages due to incorrect addresses.
Please note all packages will require a person to sign for the print.
9. Tracking Your Order
Once your order has shipped, you will receive a tracking number via email. You can track your package through the carrier’s website.
