When you can get a refund
Ask within 14 days of buying and we'll refund you in full if:
- The file is faulty. It won't download or open, is cut off or corrupted, or photos, text or colours you could see in the preview are missing.
- It doesn't match the preview. The layout, photos, outline, title or paper in the downloaded file are different from the preview you approved. The preview is smaller and carries a watermark; that is the only difference you should see.
How to ask
Email support@shorelinemontage.com with:
- the email address you used at checkout (or a forward of your Stripe receipt);
- a sentence on what's wrong, and a screenshot if you can.
We aim to reply within two business days. If we agree it's a fault on our side, we refund the full price. We can't remake the file for you, because we never have your photos.
How you're paid back
Refunds go to the card you paid with, through Stripe. They usually appear within 5 to 10 business days, depending on your bank.
What isn't covered
- Changing your mind after downloading, since the file is delivered to you straight away.
- Results that come from the photos themselves, such as small, blurry or dark photos looking the same in print.
- How a print shop prints the file.
If you're unhappy for any other reason, write to us anyway. We read every message and look at each case on its merits.
Keep your file safe
We don't store your photos or your finished montage, so we can't send the file again. Save a copy when you download it. If a download fails part-way through, email us and we'll refund you.
Your rights
This policy sits alongside your rights under New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986, or the consumer law where you live. Nothing here limits them.