Return Policy
Last Updated:
Overview
This Return Policy outlines the terms and conditions for refunds, cancellations, and returns of photography services provided by Zencozyflame. Please read this policy carefully before booking our services.
Service Cancellations
Client-Initiated Cancellations
If you need to cancel your photography session:
- 48+ Hours Notice: Full refund of deposit and any payments made
- 24-48 Hours Notice: 50% refund of deposit
- Less than 24 Hours Notice: Deposit is non-refundable
To cancel, please contact us via phone or email as soon as possible.
Photographer-Initiated Cancellations
If we need to cancel your session due to:
- Illness or emergency
- Equipment failure
- Severe weather conditions
- Other unforeseen circumstances
You will receive a full refund or the option to reschedule at no additional cost.
Rescheduling
Rescheduling requests:
- Made 24+ hours before the session: No additional fees
- Made less than 24 hours before: Subject to availability and may incur a rescheduling fee
- Multiple reschedules may require a new deposit
Digital Products
Digital photographs and image files:
- Are considered delivered once provided via online gallery or download link
- Cannot be returned or refunded once delivered
- Re-editing requests may be accommodated for minor adjustments
- Major re-editing may incur additional fees
Physical Products
For physical prints and products:
- Returns accepted within 14 days of delivery if products are defective or damaged
- Custom or personalized products are non-refundable
- Products must be returned in original condition
- Return shipping costs are the responsibility of the client unless the product is defective
Unsatisfactory Service
If you are not satisfied with our service:
- Please contact us within 7 days of service delivery
- We will work with you to address concerns and find a solution
- Refunds are considered on a case-by-case basis
- Partial refunds may be offered for specific issues
Refund Processing
Refunds will be processed:
- Within 5-10 business days of approval
- To the original payment method when possible
- Via bank transfer for cash payments
- You will receive confirmation once the refund is processed
Non-Refundable Items
The following are non-refundable:
- Completed photography sessions
- Delivered digital images
- Custom or personalized products
- Rush editing fees
- Travel fees for completed sessions
Special Circumstances
Weather-Related Issues
For outdoor sessions affected by weather:
- We will work with you to reschedule at no additional cost
- Full refund available if rescheduling is not possible
- Decision to proceed or reschedule is made on the day of the session
Event Cancellations
If an event is cancelled:
- Deposit refunded if cancellation occurs 48+ hours before event
- Partial refund may be available for last-minute cancellations
- Travel fees may be non-refundable if travel has already occurred
Dispute Resolution
If you have concerns about our service or wish to dispute a charge:
- Contact us directly to discuss the issue
- We aim to resolve disputes amicably and fairly
- Documentation and evidence may be requested
- We will work with you to find a mutually acceptable solution
Contact for Returns
To initiate a return, cancellation, or refund request, please contact us:
Zencozyflame
The Workshops, 4/14 Harrison Road
Mount Wellington, Auckland 1060
New Zealand
Phone: +6421746868
Email: info@zencozyflame.world
Policy Updates
We reserve the right to update this Return Policy at any time. Changes will be effective immediately upon posting on this page. The "Last Updated" date will reflect the most recent changes.
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