Personalpresent is committed to providing exceptional photography services. Due to the custom nature of our work, all services are considered final once the photography session has been completed. However, we understand that circumstances may arise that require refund consideration.
Refunds are available under the following conditions: cancellations made more than 48 hours before the scheduled session receive a full refund of any deposit or payment made. Cancellations made between 24-48 hours before the session are eligible for a 50% refund. Cancellations made less than 24 hours before the session or no-shows are not eligible for refunds.
If Personalpresent cancels a session due to circumstances beyond our control (illness, equipment failure, severe weather), clients will receive a full refund or the option to reschedule at no additional cost. We will provide as much advance notice as possible in these situations.
Digital photography products, including delivered images and online galleries, are considered final products once delivered. Due to the intangible nature of digital products, refunds are not available for delivered images unless there is a technical issue preventing access or download that cannot be resolved within 7 days of delivery.
If you experience technical difficulties accessing your online gallery or downloading images, please contact us immediately at info@personalpresent.world. We will work to resolve the issue promptly. If the issue cannot be resolved within 7 days, a full or partial refund may be provided at our discretion.
Requests for refunds based on dissatisfaction with image quality, style, or artistic interpretation must be made within 14 days of image delivery. We will review each case individually and may offer re-editing services, additional images, or partial refunds depending on the circumstances.
Physical print products, including photo prints, albums, and other printed materials, may be returned if they are defective, damaged during shipping, or do not match the ordered specifications. Returns must be requested within 30 days of receipt.
To be eligible for a return, items must be unused, in their original packaging, and in the same condition as received. Items that are damaged, altered, or missing parts may not be eligible for return. Custom or personalized print products are not eligible for return unless defective.
If you receive a defective or incorrect print product, please contact us immediately with photographs of the issue. We will arrange for a replacement or full refund, including return shipping costs. For returns due to customer preference (not defects), return shipping costs are the responsibility of the customer.
Refunds will be processed using the same payment method used for the original transaction. Processing times vary by payment method: credit card refunds typically take 5-10 business days, bank transfer refunds may take 7-14 business days, and PayPal refunds are usually processed within 3-5 business days.
Once a refund is approved, you will receive a confirmation email. The refund will appear in your account within the timeframe specified above. If you do not see the refund after the expected timeframe, please contact us with your transaction details.
Refunds are processed in the original currency of payment. If currency conversion occurred during the original transaction, the refund amount may differ slightly due to exchange rate fluctuations at the time of refund processing.
Personalpresent stands behind the quality of our work. If you are not satisfied with the delivered images due to technical issues, equipment failure, or failure to meet agreed-upon specifications, we will work with you to resolve the issue.
Resolution options may include: re-shooting the session at no additional cost (subject to availability), additional editing or retouching services, delivery of additional images, or a partial refund depending on the specific circumstances and extent of the issue.
To qualify for service quality guarantee resolution, concerns must be raised within 14 days of image delivery. We require specific details about the issues encountered and may request to review the delivered images to assess the situation. Resolution will be determined on a case-by-case basis.
Certain items and services are non-refundable, including: completed photography sessions (unless cancelled by Personalpresent), delivered digital images (except in cases of technical issues), custom or personalized print products (unless defective), rush delivery fees, and travel expenses that have already been incurred.
Gift certificates and promotional credits are non-refundable but may be transferable to another person with written authorization. Gift certificates do not expire unless otherwise stated, and unused portions remain valid for future use.
Add-on services that have been completed, such as advanced retouching or album design, are non-refundable once the work has been delivered and approved by the client.
If you have concerns about a service or product that you believe warrant a refund, please contact us first to discuss the issue. We are committed to resolving disputes fairly and amicably. Most issues can be resolved through direct communication.
When contacting us about a potential refund, please provide: your booking reference or order number, date of service or purchase, detailed description of the issue, photographs or documentation if applicable, and your preferred resolution.
If we cannot reach a mutually acceptable resolution, you may pursue dispute resolution through mediation or, as a last resort, through the appropriate legal channels in New South Wales, Australia, where Personalpresent operates.
Personalpresent reserves the right to modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated revision date. Material changes will be communicated to clients who have active bookings or recent transactions.
This policy applies to all transactions made after the effective date of the policy. Previous transactions are subject to the policy terms that were in effect at the time of purchase.
For questions about returns, refunds, or this policy, please contact us at:
Email: info@personalpresent.world
Address: 45 George Street, Sydney NSW 2000, Australia
Phone: +61 2 8356 7421
We aim to respond to all refund inquiries within 48 hours during business days.
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