PHOTOpros
Return & Refund Policy
Last Updated: May 8, 2025
1. General Policy Overview
PhotoProsZM strives for complete customer satisfaction. However, due to the custom nature of many of our products and services, refunds and returns are subject to specific conditions.
Key Principles:
- Custom-made items (e.g., personalized stationery, printed T-shirts) cannot be returned unless defective.
- Standard products (e.g., unbranded stationery, non-personalized prints) may be returned within 7 days if unused and in original condition.
- Services (e.g., photography, design) are non-refundable once rendered, except in cases of technical failure or breach of contract.
- Damaged/defective items must be reported within 48 hours of delivery.
2. Eligibility for Returns & Refunds
A. Products Eligible for Return/Refund
| Category | Conditions | Refund/Exchange |
|---|---|---|
| Standard Printed Items (e.g., flyers, business cards) | Unused, undamaged, in original packaging. Return within 7 days. | Full refund or reprint |
| Defective/Damaged Items (e.g., misprints, torn materials) | Report within 48 hours with photo proof. | Free replacement or refund |
| Incorrect Orders (e.g., wrong size, color) | Reported within 48 hours. | Free correction or refund |
B. Non-Refundable Products
Custom & Personalized Items (e.g., wedding invitations, engraved products, branded merchandise).
Digital Downloads (e.g., approved design files, digital photos).
Perishable/Printed Materials after production (e.g., bulk flyers, brochures).
C. Services Eligible for Refund
Photography Services: Only if technical failure (e.g., corrupted files, lost footage).
Design Services: If work is not delivered as agreed in the contract.
Printing Errors: If the final product differs from the approved proof.
D. Non-Refundable Services
Completed Photography Sessions (e.g., weddings, events).
Design Work After Final Approval.
Rush Fees & Deposits (non-refundable once processing begins).
3. Return & Refund Process
Submit a Return Request
Contact support@photoproszm.com within 48 hours (damaged items) or 7 days (standard returns).
Provide:
- Order number
- Photos/videos of the issue (if applicable)
- Reason for return
Approval & Return Instructions
PhotoProsZM will review and approve/deny the request within 2 business days.
If approved:
- In-store returns: Drop off at Lusaka or Monze branches.
- Courier returns: Client covers return shipping unless the error was ours.
Refund Processing
Refunds are issued within 14 business days via the original payment method.
No cash refunds for card/mobile money payments.
4. Cancellation Policy for Services
A. Photography Sessions
| Cancellation Timeframe | Policy |
|---|---|
| >48 hours before session | Deposit forfeited; balance refunded or credited. |
| <48 hours before session | Full fee forfeited. |
| No-shows | No refund; full payment retained. |
B. Design & Printing Orders
- Before Production Starts: Full refund (minus deposit).
- After Proof Approval: No refund; changes incur additional fees.
5. Exceptions & Special Cases
A. Force Majeure (Unforeseen Events)
- Natural disasters, pandemics, or civil unrest may delay services.
- Rescheduling is offered; refunds evaluated case-by-case.
B. Client-Approved Errors
If the client approved a design/proof but later requests changes, additional fees apply.
C. Third-Party Errors (e.g., courier damage)
PhotoProsZM will assist in claims but is not liable for delays/losses.
6. How to Contact Us for Refunds
Email: support@photoproszm.com
Phone: +260 9633 449 11
In-Person: Visit our Monze branches.
Note: PhotoProsZM reserves the right to refuse refunds that do not meet policy conditions.