kpics

Refund policy

Effective

The short version

If you have not downloaded any file of a set, you can get a refund on request within 14 days of your purchase. Photo sets are digital files that can be kept once downloaded, so after you have downloaded any part of a set we do not offer refunds for a change of mind: we decide every request individually, and we always put things right when a purchase goes wrong on our side. A refunded copy is never sold to anyone else.

Refunds before you download

If you have not downloaded any file of the set, ask within 14 days of your purchase and we will refund you. Your access to the set ends when the refund is made.

When we will refund you automatically

Sometimes a payment goes through but we cannot complete the order. In these cases we refund the payment in full without you needing to ask, and the order shows "Refunded" in your account:

  • your checkout ran out of time and the reserved copy was released before your payment reached us;
  • the set stopped being available for sale while your payment was being made;
  • your account was deleted before the order could be completed;
  • you were charged more than once for the same order.

Automatic refunds can take a few days to be confirmed by the payment provider. If a refund of this kind fails, we try again and review the order by hand.

When we usually give a refund

After a download, if you ask, we will normally refund you when:

  • the files never became available to you and we cannot fix it;
  • the files are damaged and a replacement (below) does not solve it;
  • the set is materially different from its description, for example far fewer photos, a different format, or a different event than stated;
  • the purchase was not made by you, for example if someone else used your card or signed in to your account. Please tell us promptly.

When we usually do not

We normally do not refund when:

  • you changed your mind, bought by mistake or no longer want the set, after you have downloaded any part of it;
  • the photos are not to your taste, but match the description and previews;
  • you did not download the files before your download window ended (contact us instead; we may be able to extend the window);
  • your device, storage or connection could not handle the download.

These are guidelines, not a complete list. The final decision is ours, made fairly and case by case.

Damaged files

If a part will not open or its checksum does not match what your account shows, download that part again first. If it is still damaged, contact us with your order reference and the part number. If the problem is on our side, we will replace the part, or refund you if we cannot.

How to ask for a refund

Email support@kpics.com from the address you use to sign in, with:

  • your order reference (shown on your receipt and in your account);
  • what went wrong; and
  • for damaged files, which part is affected.

Please ask within 14 days of your purchase. We aim to reply within 3 business days.

What happens when you are refunded

  • The money goes back to the payment method you used, in US dollars. Your bank decides when it appears, usually within 5–10 business days, and any currency conversion fees your bank charged are between you and your bank.
  • For a full refund, your access to the set ends and so does your right to use the photos. Please delete the files and anything you made from them.
  • The copy stays counted in the edition. It is not offered to anyone else.

Payment disputes and chargebacks

Please contact us before you dispute a charge with your bank; we can usually resolve problems faster directly. If a payment is disputed:

  • your access to the set continues while the dispute is open;
  • we will respond to your bank with the facts of the order;
  • if the payment is finally reversed, your access and your right to use the photos end, as with a refund.

We do not refund a payment that is also being disputed through your bank, because the dispute process decides where the money goes.

Your legal rights

This policy does not affect any rights you have under the consumer laws of the country where you live.

Contact

KPICS, LLC · support@kpics.com · Business address: PO Box 640056, Kenner, LA 70064

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