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Refunds & Returns
Software Refunds
If you are dissatisfied with Photo Engineers software for any reason, please reach out to support@photoengineers.com and we will do our best to help. We may be able to resolve your issue directly, or if we are unable to, we can provide a refund and/or account credit as described below.
Note: To help our customers avoid unwanted charges, it's our policy to send reminder emails before the renewal date. To make sure our emails don't end up in your spam folder, please add photoengineers.com to your email contacts or safe senders list.
Please consider our free trial before purchasing to make sure it's right for you.
Software purchased through Photo Engineers
Monthly subscriptions
If you forgot to cancel your subscription and have not been using it to capture photos, we can refund up to one (1) month of inactivity.
We do not issue refunds for any month where the software was used to capture photos.
Annual subscriptions
If you have not used the app to capture photos since your annual payment was processed, we can provide a refund based on the date you contact us from your payment date:
Within 30 days: 95% refund, 5% account credit
31-60 days: 75% refund, 25% account credit
61-90 days: 50% refund, 50% account credit
91-120 days: 25% refund, 75% account credit
After 121 days, we do not offer refunds for annual payments.
Technical issues
If you ran into a technical issue that prevented you from using the app for your event, please contact us with details and we'll issue a refund for applicable fees where we can determine that the software was at fault.
Technical issues resulting from a third-party product or software, poor internet connection, and other factors beyond the control of Photo Engineers's software are not eligible for a refund.
If you have questions about how the app works, please consult our help center or contact our support team ahead of your event.
In the unlikely case that you are charged due to a technical error in our system such as duplicate charges or a miscalculated amount, those payments are eligible for a full refund (note: a subscription renewal is not considered a technical error).
Hardware Returns
In general, we accept returns, exchanges, and repairs for damaged or defective hardware products. Any return must be requested within 30 days of purchase to be eligible. Note that exceptions apply and some products may come with their own warranties.
If you would like to return a hardware product for another reason, your item must be in new condition with the original packaging, and may only have been carefully set up for testing purposes in your home or office. Items may not have any signs of visible wear or use. Returns will not be accepted for items that have been used at events or in the field.
Eligible returns may be exchanged for a replacement product, store credit, or or a refund to the original payment method if paid by credit card.
If you paid by check, ACH, or another payment method, Photo Engineers may issue a check or choose another method at our discretion.
Any reasonable fees or costs incurred by Photo Engineers during the sale or return process, such as wire fees, non-recoupable credit card transaction fees, or shipping costs may be deducted from your credit or refund.
Return Process
To initiate a return:
- Forward your order confirmation email to support@photoengineers.com to request which products you would like to return and the reason for your return request.
- Print the prepaid return shipping label that you will receive by email. The cost of return shipping will be deducted from your refund.
- Send all items back to us using the label provided.
Completing your return:
We will inspect your return for visible signs of wear or use.
- Refunds and account credits for like-new returns will be processed within 14 business days of receiving your return.
- Exchanges for like-new returns will be mailed within 14 business days of receiving your return.
- Returns that have visible signs of wear or use will be returned to the customer at customer's expense.
Note:
Refunds can only be issued to the original form of payment. Once the refund has been processed, it can take up to 10 business days for the funds to post to your account.
The time it will take for exchanged products to reach you may vary depending on your location.