Retail Support Policies

NowCandid Retail Support Policies for Photographers

This document explains how NowCandid handles retail customer support on your behalf, including when we replace items at no cost and when we’ll loop you in for creative or privacy decisions.

0) Scope & Definitions

• Retail customer: The end buyer (not the photographer).
• Photographer: You, our platform customer. You are in charge of creative decisions (what’s shot, edited, uploaded, priced).
• Digital product: Downloadable files (single images, gallery download, digital memory mates).
• Physical product: Printed items and merchandise produced to order (prints, canvases, plaques, mugs, etc.).
• Replacement / Resubmission: Re-producing and re-shipping the same physical item due to damage/defect/loss (same size/finish/image as originally ordered).

1) How Retail Support Works (High Level)

• We provide front-line retail support for customer issues tied to ordering, fulfillment, delivery, and technical access.
• We do not charge you for replacements due to qualifying fulfillment issues (damage, lab defect, carrier loss, wrong item), unless otherwise specified.
• If a request involves creative judgment (retouching, “please remove this photo,” “I hate the edit,” etc.) or privacy concerns, we will relay the request to you and set expectations with the customer that the decision is yours.

What we may ask your customer for (to resolve issues quickly):

• Order number + checkout email
• Photos of the issue (damage/defect/wrong item)
• Shipping address confirmation (for replacements)

2) Digital Products (Downloads)

Policy: Digital products are non-refundable once delivered.
Why: Delivery is instant and irreversible.

What we will do:

• If the customer has trouble accessing files (expired link, failed download, corrupted zip), we’ll restore access by resending links or delivering the files another way.
• If the wrong file was delivered due to a platform error, we’ll get the customer the correct file and investigate the cause.

Refunds for digital orders are limited to:

• Duplicate charges for the exact same file(s) (verified)
• Unauthorized purchase claims (handled case-by-case)

3) Physical Products: Shipping Damage

Policy: If an item arrives damaged in transit, we’ll replace it at no cost with the same item.

• Report window: Within 60 days of the shipped date
• Required evidence: Photos of the damaged item + order details

Important notes:

• Damage replacements are like-for-like (same product, size, finish, image).
  No edits, swaps, or “change it while you’re at it” adjustments.
• Replacements ship with the same service level as the original order. We can’t upgrade shipping on no-cost replacements.

4) Physical Products: Manufacturing Defects, Wrong Item, Lost in Transit, Address Issues

Policy: We replace items at no cost when the issue is clearly on the fulfillment/shipping side.

Qualifying scenarios include:

• Manufacturing defects: Print quality problems, surface defects, severe color issues beyond normal variance, trimming clearly outside expected tolerances vs. checkout crop preview
• Wrong item received: Wrong size/finish/image compared to the order confirmation
• Lost in transit / delivered-not-received: Customer still can’t locate the package after reasonable checks

Windows & requirements:

• Defects / wrong item / delivered-not-received: Report within 60 days of shipped date
• Delivered-not-received: We’ll confirm the address and ask the customer to check with household/neighbors first
• Evidence: Photos for defects/wrong item; brief confirmation steps for delivered-not-received

Incorrect shipping address:

• If the address needs correction and the order can’t be rerouted, we can often reship to the correct address after verifying the updated details.

Shipping note:

• Replacements ship with the same service level as the original order (no paid upgrades on no-cost replacements).

5) Physical Products: “Generally Unhappy” (Subjective Dissatisfaction)

Policy: We do not resubmit or refund for general dissatisfaction, such as:

• “I don’t like the pose/expression”
• “This crop isn’t what I expected”
• “Colors look different than my phone”
• “I changed my mind”

Exception: If the complaint appears tied to a genuine platform/production failure (not a preference), we treat it as a defect/fulfillment issue and support accordingly.

What we will do:

• Provide clear explanations to the customer about make-to-order production and checkout previews
• Relay feedback to you if it’s creative/subjective (even if they didn’t purchase)

6) Order Changes, Cancellations, and Adding Items After Purchase

Policy: Because items are custom and often enter production quickly, changes and cancellations are usually not possible once production starts.

Common outcomes:

• Adding items: Customer will need to place a new order (shipping is charged again)
• Changing product selections or images: Usually requires a new order
• Shipping address edits: Sometimes possible if the order hasn’t progressed too far (we’ll attempt when feasible)

7) Retouching Requests (Before or After Purchase)

Pre-purchase retouching:

• Policy: Creative edits and custom retouching are photographer decisions. NowCandid does not quote or perform custom edits prior to purchase.
• We can connect the request to you so you can decide timing, feasibility, and any fees.

Post-purchase retouching:

• Policy: We can’t “add retouching” onto an existing placed order after the fact.
• If you choose to offer retouching separately, you may handle payment and delivery directly outside the platform (your call).

8) Image Privacy & Photo Quality Concerns

Policy: Image selection, privacy decisions, and what gets uploaded are controlled by the photographer.

What we do:

• We’ll acknowledge the customer’s concern and promptly relay it to you.
• We won’t promise removal, edits, or takedowns without your direction.
• If something appears to raise a serious legal/compliance concern, we escalate internally while still involving you where appropriate.

9) Payments, Refunds, and Chargebacks

• Refunds (when approved) are returned to the original payment method only.
• Bank processing time: Typically 3–14 business days after the refund is issued.

Discretionary refunds:

• If you request a refund that falls outside these policies, we may need to recover fulfillment/platform costs (for example via an invoice or payout adjustment), depending on the order status and what costs have already been incurred.

Chargebacks:

• We handle the customer communication and documentation process as needed, and may contact you if we need event context or supporting details.

10) Customer-Facing Reality Checks (Color, Crop, Materials)

These are common sources of confusion we proactively explain to customers:

• Color/brightness variance: Prints may differ from on-screen previews due to device calibration and display settings.
• Crop/bleed/tolerances: Final trimming can vary slightly within normal production tolerances; customers approve cropping at checkout.
• Materials/finishes: Minor texture/surface variation is normal for some products.

If you want, I can also convert this into a clean “Help Center” style page (with collapsible FAQs and shorter sections) so it reads less like a policy memo and more like something photographers actually enjoy skimming.

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