Return and Refund Policy

Donny Pangle Photography

Effective Date: January 18, 2026

Thank you for choosing Donny Pangle Photography! This Return and Refund Policy outlines the terms for refunds, exchanges, and returns for both digital products and physical print products. Please read this policy carefully before making a purchase.

1. Overview

Due to the custom, personalized nature of photography services and products, most sales are final. However, I stand behind the quality of my work and will address any legitimate concerns about product quality or service delivery.

Key Principles:

  • Digital downloads are non-refundable once delivered

  • Physical prints may be eligible for replacement if defective

  • Service fees and retainers are non-refundable

  • Quality issues will be addressed on a case-by-case basis

2. Photography Services (Sessions)

Retainer Fees and Deposits

- Non-Refundable: All retainer fees and deposits paid to secure your session date are non-refundable

  • Retainer fees reserve your specific date and time, preventing me from booking other clients

  • If you cancel your session, the retainer is forfeited

  • Retainer amounts are applied toward your total service cost

Session Fees

  • Session fees paid in full before the session are non-refundable once the session occurs

  • If I cancel your session due to emergency or circumstances on my end, you will receive a full refund or opportunity to reschedule

  • No-shows or same-day cancellations by the client forfeit all fees paid

Rescheduling

  • Rescheduling is permitted (see Terms of Service for details)

  • Rescheduled sessions retain all payments already made

  • One free reschedule allowed; additional rescheduling may incur fees

3. Digital Products and Downloads

Digital Image Collections

Non-Refundable After Delivery:

  • Once digital images are delivered via online gallery or download link, all sales are final

  • Digital products cannot be "returned" as they have been delivered and accessed

  • No refunds will be issued once you have access to your digital gallery

Why Digital Products Are Non-Refundable:

  • Digital files are considered "received" once the download link is provided

  • Files cannot be "returned" in their original condition

  • Significant time and artistic effort went into creating and editing your images

  • Industry-standard practice for creative digital products

Quality Concerns with Digital Images:

If you have legitimate quality concerns about your digital images, please contact me within 14 days of delivery with:

  • Specific details about the quality issue (technical problems, editing errors, etc.)

  • Examples of the problematic images

  • Your desired resolution

I will review your concerns and may offer:

  • Re-editing of specific images if there are technical issues

  • Color correction if there are display or calibration problems

  • Replacement images if available and appropriate

What Is NOT Covered:

  • Subjective preferences about posing, expressions, or artistic choices

  • Natural appearance of subjects (wrinkles, blemishes, body shape)

  • Background elements or people that were visible during the session

  • Preference for different images than those I selected

  • Changes of mind about wanting the images

4. Physical Print Products

Print Quality Guarantee

I stand behind the quality of all physical products, including:

  • Prints and enlargements

  • Canvas wraps

  • Metal prints

  • Framed prints

  • Photo albums and books

  • Wall art

  • Specialty products

Defect Coverage:

Physical products may be eligible for replacement or refund if they arrive:

  • Damaged during shipping

  • With printing defects (color banding, spots, incorrect colors)

  • With physical defects (scratches, dents, cracks)

  • Incorrectly sized or cropped from what was ordered

  • With manufacturer defects in materials

Print Return Process

Timeline:

- Report any issues within 7 days of receiving your product

  • Contact me immediately upon discovering damage or defects

  • Late reports may not be eligible for replacement

Required Documentation:

To process a return or replacement claim, you must provide:

1. Photos of the defective product showing the issue clearly

2. Photos of the packaging if damaged during shipping

3. Order number and date of purchase

4. Description of the defect or damage

Resolution Options:

After reviewing your claim, I may offer:

  • Full replacement of the defective product at no charge

  • Partial refund if replacement is not possible

  • Store credit toward future purchases

  • Full refund in cases of significant defects or my error

What Is NOT Covered for Print Returns:

Not Eligible for Return or Refund:

- Buyer's Remorse: Changed mind about size, style, or whether you want the product

- Color Variations: Minor color differences between screen display and prints (monitors vary)

- Subjective Preferences: Dislike of the image itself after seeing it printed

- Damage After Delivery: Products damaged after you received them in good condition

- Installation Issues: Problems arising from hanging or displaying the product

- Custom Orders: Personalized or custom-sized products ordered to your specifications

- Clearance Items: Products purchased during sales or clearance events (unless defective)

Reasonable Expectations:

  • Prints may vary slightly from screen display due to monitor calibration and paper differences

  • Professional lab printing is high-quality but not identical to consumer-grade printing

  • Colors may appear richer or more muted depending on paper finish selected

  • Texture and sheen will vary based on product type (glossy, matte, metallic, canvas, etc.)

5. Albums and Photo Books

Custom Album Policy

Photo albums and books are custom-created products designed specifically for you.

Non-Refundable After Approval:

  • Once you approve the album design and it is sent to production, it cannot be cancelled or refunded

  • You will have an opportunity to review and request changes during the design phase

  • After production begins, the album sale is final

Defect Coverage:

Albums may be replaced if they arrive with:

  • Printing defects or errors

  • Binding problems

  • Damaged pages

  • Manufacturing defects

  • Shipping damage

Not Covered:

  • Changes of mind after approving the design

  • Preference for different photos after production

  • Minor color variations from screen to print

  • Subjective dissatisfaction with layout choices you approved

Album Revision Process

Before Production:

  • You will receive a digital proof to review

  • You may request reasonable changes during the review period (typically 2-3 rounds of revisions)

  • Once you give final approval, no further changes can be made

Reporting Album Defects:

- Contact me within 7 days of receiving your album

  • Provide photos of any defects or damage

  • I will work with the lab to provide a replacement if warranted

6. Add-On Products and A La Carte Purchases

Individual Print Orders

  • Individual prints ordered after receiving your digital gallery are subject to this same return policy

  • Report defects within 7 days of delivery

  • Provide photographic evidence of quality issues

Frames and Wall Art

  • Framed products must be reported as damaged within 7 days

  • Frame damage during shipping will be addressed with replacement

  • Custom framing orders cannot be returned unless defective

Digital Add-Ons

  • Additional digital images purchased separately are non-refundable once delivered

  • Digital add-ons (extra edits, special effects, slideshows) are non-refundable once delivered

7. Shipping and Delivery Issues

Lost or Stolen Packages

  • I am not responsible for packages lost or stolen after delivery confirmation

  • Shipping insurance is available for high-value orders (recommended for albums and large wall art)

  • Contact the shipping carrier to file claims for lost packages

  • I will assist with carrier claims and provide necessary documentation

Damaged in Shipping

  • Products damaged during shipping will be replaced at no cost to you

  • You must report damage within 7 days and provide photos of the damaged product and packaging

  • I will file claims with the shipping carrier and arrange replacement

Delivery Address Errors

  • If you provide an incorrect shipping address, you are responsible for additional shipping costs to resend

  • No refunds will be issued for packages delivered to the address you provided

  • Always verify your shipping address before completing your order

8. Refund Processing

How Refunds Are Issued

  • Refunds are processed using the original payment method

  • Credit card refunds typically appear within 5-10 business days

  • PayPal refunds are typically immediate

  • Check refunds may take 2-3 weeks to mail and process

Partial Refunds

In some cases, a partial refund may be offered:

  • When replacement is not possible but a defect occurred

  • When returning only part of a multi-item order

  • When store credit is declined and a refund is preferred

Refund Limitations

  • Shipping costs are non-refundable unless the return is due to my error or defect

  • Rush processing fees are non-refundable

  • Custom sizing or personalization fees are non-refundable

  • Transaction fees charged by payment processors may be deducted from refunds

9. Exchanges and Store Credit

Exchange Options

Instead of a refund, you may choose:

  • Exchange for a different size or product type (subject to price difference)

  • Store credit toward future purchases

  • Replacement of the same item

Store Credit Terms

  • Store credit never expires

  • Can be applied to any product or service

  • Cannot be redeemed for cash

  • Transferable to family members with approval

10. Special Circumstances

Extreme Dissatisfaction

If you are extremely dissatisfied with your photography session results (not quality defects, but overall dissatisfaction):

- Contact me within 14 days of receiving your gallery

  • Explain your specific concerns in detail

  • I will review your concerns and work with you in good faith to find a resolution

Possible resolutions may include:

  • Complimentary re-editing of images if concerns are technical

  • Partial refund in extreme cases (at my discretion)

  • Reshoot opportunity if issues were truly on my end (weather, technical failure, etc.)

  • Store credit toward future sessions

Please note: This does not guarantee a refund for subjective preferences, but I want to ensure you're happy with your investment.

Force Majeure and Cancellations

If your event is cancelled due to circumstances beyond anyone's control (pandemic, natural disaster, venue closure):

  • Retainer fees may be applied to a future session within one year

  • Full refunds are not guaranteed but will be considered on a case-by-case basis

  • I will work with you in good faith to find a fair resolution

11. Filing a Claim

How to Request a Return or Refund

Step 1: Contact Me

  • Email: [Your Email Address]

  • Phone: [Your Phone Number]

  • Subject Line: "Return Request - [Order Number]"

Step 2: Provide Information

Include the following:

  • Your name and order number

  • Date of purchase and delivery

  • Product(s) you're returning

  • Reason for return (defect, damage, error)

  • Photos showing the issue clearly

  • Your desired resolution (replacement, refund, exchange)

Step 3: Await Response

  • I will respond within 2-3 business days

  • You'll receive instructions for next steps

  • Returns must be approved before sending items back

Step 4: Resolution

  • Approved replacements will ship within 2-3 weeks

  • Refunds will be processed within 5-7 business days after approval

  • Exchanges may take 2-4 weeks depending on product type

Return Shipping

  • If the return is due to my error or a defect, I will provide a prepaid return shipping label

  • If the return is due to buyer's remorse or other non-defect reason, you are responsible for return shipping costs

  • Items must be returned in original packaging when possible

  • Products must be returned in resalable condition

12. Fraudulent Returns

I reserve the right to refuse returns or refunds if:

  • Return requests are fraudulent or abusive

  • Products are returned damaged by the customer

  • Multiple returns suggest pattern of abuse

  • Return timeline has expired

  • Photographic evidence does not support claims

13. Consumer Rights

This policy does not affect your statutory rights under consumer protection laws. If you believe your consumer rights have been violated, you may contact:

  • Tennessee Division of Consumer Affairs

  • Better Business Bureau

  • Your credit card company for disputed charges

14. Questions and Concerns

I genuinely care about your satisfaction and want you to love your photography products. If you have any concerns about quality, delivery, or your order:

Please contact me directly first. Most issues can be resolved quickly and amicably through direct communication.

Contact Information:

Donny Pangle Photography

Email: dp@donnypangle.com

Phone: 423-592-4000

Address: 455 W Sullivan St Apt 125

Kingsport, Tennessee 37660

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My Commitment to You:

I stand behind the quality of my work and products. While photography services and digital products are non-refundable by nature, I am committed to ensuring you receive high-quality physical products and will work with you to resolve any legitimate quality concerns.

Thank you for your understanding and for trusting me to capture your most meaningful moments!

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*This Return and Refund Policy is part of the Terms of Service and should be read in conjunction with the Privacy Policy and Email Policy available at donnypangle.com.*