Returns & Refunds

We sell two different kinds of product and the rules differ, so this page covers them separately. Whichever you bought, contact us first at support@digitalphotopassport.com — most problems are fixed with a free reprint or a re-run of your photo.

Acceptance guarantee (applies to everything we sell)

If the official issuing office rejects a photograph you bought from us because of a compliance failure on our part, email us the rejection notice within 60 days of purchase and we will refund double what you paid. You do not need to return anything.

Personalised printed photographs

Printed packs are made to order with your own photograph, so they are personalised goods. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day change-of-mind cancellation right for distance sales does not apply to goods made to a consumer's specification. This does not affect your statutory rights, and it does not apply before we start production.

We will replace or fully refund your order, at no cost to you and with nothing to send back, if:

• the prints arrive damaged, creased, or with printing defects;
• the prints are the wrong size, the wrong quantity, or otherwise not what you ordered;
• the order does not arrive within 14 days of dispatch, or tracking shows it as lost;
• there was a processing or printing error on our side.

If you change your mind, tell us straight away. If your order has not yet gone to print we will cancel and refund it in full.

Digital downloads and print-ready sheets

Digital products are delivered immediately. Once you have downloaded the file we cannot take it back, so we do not offer change-of-mind refunds on digital products after download. We will refund a digital order in full if:

• a technical fault prevented you from receiving or downloading your photograph;
• the photograph we produced does not meet the published specification for the document you selected.

How to request a refund or replacement

1. Email support@digitalphotopassport.com with your order number.
2. Include a photo of the problem, or the rejection notice if you are claiming under the acceptance guarantee.
3. We respond within 2 working days.
4. Approved refunds go back to your original payment method within 5 working days. Replacements are printed and dispatched at no charge.

Things we cannot refund

• Rejections caused by something we told you about before you paid and you chose to proceed with anyway.
• Rejections caused by choosing the wrong document type at the start.
• Delays caused by the postal service after your order has been dispatched — though if the order is lost, we replace or refund it under the section above.

Your statutory rights

Nothing on this page limits your rights under the Consumer Rights Act 2015 to a repair, replacement or refund where goods are faulty, not as described, or not fit for purpose. If you are not satisfied with how we have handled a complaint, you can contact your local Trading Standards service via the Citizens Advice consumer helpline.