Refunds and Returns Policy
Last Updated: 11th April 2026
**Hesti Photography**
ABN: 21 602 290 642
Jamisontown NSW 2750
Email: info@hestiphotography.com
This Refunds and Returns Policy (“Policy”) applies to all purchases of digital photos via our website at hestiphotography.com (“Site”). We comply with Australian Consumer Law (ACL) under the *Competition and Consumer Act 2010* (Cth).
1. Nature of Digital Products
– All products are **digital downloads** (e.g., photos of children in sports events like rugby league).
– Once downloaded or accessed, they are considered **delivered** and generally **non-refundable**, as they are not faulty goods but digital content supplied immediately at your request.
2. When Refunds Are Available
We provide refunds in limited circumstances:
Under Australian Consumer Law
– **Faulty/Non-Conforming**: If the photo is corrupted, does not match the description (e.g., wrong image), or fails to download despite following instructions.
– **Misleading Conduct**: If we fail to deliver as promised.
– **Change of Mind**: Generally **not available** for digital downloads accessed immediately (per ACL Schedule 2, Consumer Guarantees). Exceptions may apply if not accessed and within 14 days (at our discretion).
Our Discretionary Refunds
– **Technical Issues**: Failed delivery due to our system error (not user error).
– **Wrong Photo**: If we send the incorrect photo (provide proof).
**No refunds** for:
– Buyer’s remorse after download.
– Poor photo quality (subjective; sports photos reflect real events). Contact us if not satisfied as we aim to please.
– Changed internet connection preventing download.
3. Refund Process
1. **Contact Us**: Email info@hestiphotography.com within **7 days** of purchase with:
– Order number.
– Reason and evidence (e.g., screenshots).
– Proof of purchase.
2. **Review**: We assess within **5 business days**.
3. **Decision**: If approved, refund to original payment method within **10 business days**.
4. **Partial Refunds**: Possible for partial issues (e.g., one faulty photo in a bundle).
Refunds exclude processing fees charged by payment gateways.
4. Returns (Digital)
No physical returns. For faulty downloads:
– We provide a replacement link or corrected file where possible (preferred remedy under ACL).
5. Time Limits
– Faulty products: Reasonable time (typically 30 days).
– All claims: Within cooling-off periods where applicable.
6. Consumer Guarantees
Nothing in this Policy excludes, restricts, or modifies ACL rights:
– Goods must be of acceptable quality, match description, and fit purpose.
– Remedies: Repair/replace/refund/credit (proportional to failure).
7. International Purchases
ACL applies to Australian businesses; overseas buyers may have local rights.
8. Changes
We may update this Policy; check the Site.
Contact Us
For refunds/returns:
Email: info@hestiphotography.com
**Need Help?** Refer to our Terms and Conditions (link) or Privacy Policy (link).