Return & Refund Policy

Effective Date: 19 September 2026

At PhotoSoul, we take care to produce and package every order according to the customer’s requirements. Because many of our products are personalised and made specifically for each customer, returns and refunds are subject to the conditions below.

By placing an order with PhotoSoul, you acknowledge and agree to this Refund & Return Policy.

1. Customised Products

Many PhotoSoul products are customised using photographs, names, dates, messages, sizes, colours or other information provided by the customer.

Examples include:

  • Photo frames
  • Polaroid prints
  • Personalised photo products
  • Customised gifts
  • 3D-printed personalised products
  • Other made-to-order products

Because these products are specially produced for an individual customer, we generally do not accept returns or refunds due to a change of mind after production has started.

This includes situations where the customer:

  • No longer wants the product
  • Changes their mind about the design
  • Selects the wrong size
  • Selects the wrong product
  • Provides the wrong photograph
  • Provides incorrect names, dates or other personalisation details
2. When a Return or Replacement May Be Accepted

PhotoSoul may accept a return, replacement or refund where the product has a genuine issue attributable to PhotoSoul, including:

  • The wrong product was sent
  • The product is significantly different from the confirmed order
  • A significant printing or production error occurred
  • The product has a genuine manufacturing defect
  • The product was damaged before or during delivery
  • A personalised detail was incorrectly produced due to an error by PhotoSoul

Each case will be reviewed individually.

Where a replacement is appropriate, PhotoSoul may reproduce and send the affected product instead of providing a monetary refund.

3. Customer-Supplied Errors

PhotoSoul is not responsible for errors resulting from information supplied incorrectly by the customer.

This may include:

  • Wrong photograph
  • Low-quality photograph
  • Incorrect spelling
  • Incorrect name
  • Incorrect date
  • Incorrect address
  • Incorrect telephone number
  • Incorrect product size selected
  • Incorrect colour or finish selected
  • Other incorrect personalisation information

Where production has already started, the customer may be required to place and pay for a new order if they request a replacement because of their own mistake.

4. Photo Quality

The final quality of a printed photograph depends on the quality of the image provided by the customer.

PhotoSoul cannot guarantee professional print quality when the supplied image is:

  • Blurry
  • Very low resolution
  • Heavily compressed
  • Extremely dark or overexposed
  • Cropped incorrectly
  • Otherwise unsuitable for the selected product

Where reasonably possible, PhotoSoul may notify the customer if an image appears unsuitable before production.

If the customer chooses to continue with the supplied image, the resulting print quality may not qualify for a refund or replacement.

5. Colour Differences

Minor colour differences between the image displayed on a customer’s screen and the final printed product are possible.

Differences may occur because of:

  • Mobile or computer screen settings
  • Screen brightness
  • Display technology
  • Photography lighting
  • Printing materials
  • Ink and printer characteristics
  • Different paper or product finishes

Minor colour variations are therefore generally not considered a production defect.

6. Damaged Products

If your order arrives damaged, please contact PhotoSoul as soon as possible.

To help us investigate the issue, you may be asked to provide:

  • Your order number
  • Your name and contact number
  • Photographs of the outer package
  • Photographs of the damaged product
  • A short description of the damage
  • Video evidence where reasonably necessary

Please keep the original packaging until the issue has been resolved.

PhotoSoul may coordinate with the relevant delivery provider where the damage appears to have occurred during transportation.

7. Wrong Product or Production Error

If you receive an incorrect product or a product that contains a significant production error caused by PhotoSoul, please contact us as soon as possible.

After reviewing the issue, PhotoSoul may provide:

  • A replacement product
  • Reproduction of the affected item
  • A repair where reasonably possible
  • A refund
  • Another appropriate resolution

The resolution will depend on the nature and severity of the issue.

8. Reporting a Problem

Customers should contact PhotoSoul as soon as reasonably possible after receiving an order if there is a problem.

When contacting us, please provide:

Order Number:
Customer Name:
Contact Number:
Description of the Issue:
Photos/Videos of the Product:

This information helps us investigate and resolve the issue quickly.

9. Returns

A return is not automatically required for every approved complaint.

Depending on the situation, PhotoSoul may:

  • Request the product to be returned
  • Arrange collection where available
  • Ask the customer to provide photographs or videos instead
  • Replace the product without requiring a return
  • Provide another appropriate resolution

If a return is required, PhotoSoul will provide the relevant return instructions.

Customers should not send products back without contacting PhotoSoul first.

10. Refunds

If a refund is approved, the refund method and processing time may depend on the original payment method.

Refunds may be processed through:

  • Bank transfer
  • Original payment method, where supported
  • Another agreed method

For Cash on Delivery orders, no payment refund is required where no payment has been collected.

Refunds may take additional time where a third-party payment provider or financial institution is involved.

11. Delivery Charges

Where PhotoSoul is responsible for an incorrect or defective product, we may cover reasonable delivery costs associated with an approved replacement or return, depending on the circumstances.

Where an issue is caused by incorrect information supplied by the customer or a change of mind, any additional delivery costs may be the customer’s responsibility.

12. Order Cancellation

Customers may request cancellation before production begins.

Once a customised order has entered production, cancellation may not be possible.

If production has not started, PhotoSoul may approve cancellation depending on the order status.

Any refund resulting from an approved cancellation will be handled according to the circumstances and applicable law.

13. Refused COD Orders

For Cash on Delivery orders, customers are expected to accept confirmed orders that they have placed.

Repeatedly refusing or abandoning confirmed customised COD orders may result in:

  • Restrictions on future COD orders
  • Requirement for advance payment
  • Cancellation of future orders

This does not affect any rights the customer may have under applicable law.

14. Non-Customised Products

For products that are not personalised or made specifically for an individual customer, returns may be considered depending on the product, its condition, the reason for the return and applicable law.

Returned products, where accepted, may need to be:

  • Unused
  • In their original condition
  • Complete with original packaging and accessories

Certain products may not be eligible for return due to their nature.

15. Products Not Eligible for Change-of-Mind Returns

Unless required by applicable law, the following types of products may generally not be eligible for change-of-mind returns once production has started:

  • Custom photo prints
  • Custom Polaroids
  • Personalised photo frames
  • Customised gifts
  • Personalised 3D-printed products
  • Products made according to specific customer instructions
  • Other made-to-order personalised products
16. Refunds Required by Law

Nothing in this policy is intended to remove or restrict any rights or remedies that customers may have under applicable Sri Lankan law.

Where applicable law provides a customer with a right to a refund, replacement, cancellation or other remedy, that right will apply regardless of this policy.

17. Fraudulent or Abusive Claims

PhotoSoul reserves the right to investigate refund and replacement requests.

We may refuse a claim where there is reasonable evidence of:

  • Fraud
  • Intentional damage
  • Misuse of the product
  • Repeated abusive claims
  • False information
  • Manipulation of evidence

This does not affect legitimate customer rights under applicable law.

18. Processing Time

Once a refund or replacement has been approved, PhotoSoul will inform the customer of the expected processing or production timeframe.

Replacement products will generally require a new production period because personalised products are made specifically for the customer.

Delivery time will depend on the customer’s location and the delivery service used.

19. Contact Us

For refund, return or replacement requests, please contact PhotoSoul through our official contact channels.

PhotoSoul
Website: photosoulstudio.com
WhatsApp / Phone: 0743581700

Please provide your order details and clear photographs or videos where applicable.

20. Changes to This Policy

PhotoSoul may update this Refund & Return Policy from time to time to reflect changes to our products, services, business practices or applicable laws.

The latest version will always be published on this page.

Last Updated: 19 September 2026

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