Refund Policy

The content provided in this Refund Policy is designed to inform you, our customer, about the terms under which refunds are processed by Kilted Photography Ltd. While we strive to provide clear and accurate information, this policy does not constitute legal advice. For any specific legal questions or concerns, we recommend consulting with a legal professional.

At Kilted Photography Ltd, we are committed to ensuring customer satisfaction with every purchase. This Refund Policy outlines the circumstances under which we offer refunds, how to request one, and what to expect during the process. Our goal is to provide a clear and fair policy to address any issues that may arise with your purchase.

This policy applies to all products sold by Kilted Photography Ltd, including digital images and physical products such as candles, jewellery, mugs, and other Scottish-themed gifts.

We offer refunds under the following conditions:

• Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 14 days of receipt. We will require a photograph of the damaged goods to process your refund or replacement.
  
  

• Lost Items: If your item is not delivered within 2 weeks of the expected delivery date, we will raise a claim with the courier (Royal Mail or Parcel Force). Upon confirmation, we will either issue a refund or send a replacement item.
  
  

• Unwanted Items: If you change your mind about a purchase, you may return the item within 14 days of receipt, provided it is in its original, unused condition. Once we receive the returned item, we will issue a refund for the product. Please note that the original shipping fee will not be refunded, and you will be responsible for the return shipping costs.

Certain items are not eligible for a refund:

• Customised Products: Products that have been personalised or customised according to your specifications cannot be returned or refunded unless they are damaged or defective upon arrival.
  
  

• Digital Products: Due to the nature of digital images, once delivered, these products are non-refundable.

To request a refund, please contact us at admin@kiltedphotography.com with your order number and details of the issue. If your refund is approved, we will process it within 7 business days. Refunds will be issued to the original payment method used for the purchase.

We do not refund the original shipping fees unless the return is due to an error on our part (e.g., wrong item shipped). If the item is being returned for reasons other than damage, defect, or incorrect delivery, you will be responsible for the return shipping costs.

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7 business days.

If you have any questions or need assistance with your refund, please contact our customer support team at admin@kiltedphotography.com. We are here to help and ensure that your experience with Kilted Photography Ltd is positive.