Refund, Return & Shipping Policy

Last updated: October 2026

At BLACKSHADE STUDIO, we pride ourselves on delivering the highest quality photography, videography, and physical products. Because we offer a mix of bespoke items, digital media, and standard retail goods, our policies are structured in accordance with the UK Consumer Contracts Regulations 2013.

1. Custom & Bespoke Physical Products (Prints & Albums)

Photographic prints, canvases, framed artwork, and custom albums ordered through our website or private client galleries are bespoke, made-to-order products manufactured specifically for you.

  • No Right to Cancel: Under UK consumer law, the standard 14-day cooling-off period does not apply to custom-made or personalised goods.

  • All Sales Final: Once an order for a bespoke physical product has been sent to our printing lab for fulfilment, the order cannot be cancelled, modified, returned, or refunded.

2. Standard Physical Products (Non-Custom Goods)

If we offer standard, non-customised physical goods in our catalogue (e.g., pre-made frames, branded merchandise, or physical accessories), the following UK statutory rights apply:

  • 14-Day Return Window: You have the right to change your mind and return standard physical goods within 14 days of receiving your order.

  • Condition of Return: Items must be returned unused, in their original condition, and in their original packaging.

  • Return Shipping Costs: The customer is responsible for paying the return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

  • Refunds: Once your return is received and inspected, we will process your refund to the original method of payment within 14 days.

3. Digital Downloads

Digital media—including high-resolution photo downloads, video files, and digital gallery access—are delivered immediately upon purchase or access.

  • Waiver of Cancellation Rights: By initiating the download of digital files from your gallery or our store, you explicitly acknowledge and agree that you waive your standard 14-day right of cancellation.

  • No Refunds: Due to the nature of digital data, once a file has been downloaded or accessed, it cannot be returned. Therefore, all sales of digital products are final and strictly non-refundable.

4. Damaged or Defective Goods

We work with premium print labs and take great care in packaging your orders. If any physical product (custom or standard) arrives damaged, defective, or suffers from a manufacturing error, we are committed to making it right.

  • Reporting Damage: You must notify us in writing at support@blackshade.studio within 7 days of receiving your order.

  • Photographic Evidence: Your email must include clear photographic evidence of the damage to both the product and the packaging.

  • Replacements: Upon verification of the damage or defect, we will arrange for a replacement of the exact same item to be produced and dispatched to you at no additional cost.

5. Shipping & Delivery Policy

  • Processing Times: Custom print orders are typically processed and dispatched within [e.g., 3-5 business days]. Standard physical goods are dispatched within [e.g., 1-2 business days]. You will receive a notification email once your order has shipped.

  • Delivery Estimates: Delivery times vary based on the shipping method selected at checkout and the destination. We are not liable for delays caused by postal strikes, severe weather, or carrier disruptions.

  • International Shipping, Customs & Duties: We ship internationally. However, please note that any order dispatched to a destination outside of the United Kingdom may be subject to import taxes, customs duties, and local fees. The customer is solely responsible for paying any such inbound duties or taxes. We will not issue refunds for packages returned to us due to unpaid customs fees.

  • Lost Packages: If your tracking information shows that your package has been lost in transit, please contact us so we can investigate with the courier and arrange a replacement or refund as appropriate.

6. Booking Deposits & Services

Refunds relating to the cancellation or rescheduling of photography and videography services are governed entirely by our main Terms & Conditions. As a general rule, all booking fees (20% deposits) are strictly non-refundable, as they secure your specific date and time, preventing us from booking other clients.

7. Contact Us

To initiate a return for a standard physical item, report a damaged product, or ask a question about our shipping times, please contact our team at: Email: support@blackshade.studio