Return & Refund Policy
Effective September 29, 2026
Cancellation and return terms depend on your Twig & Olive Photography purchase. This policy also explains statutory cancellation rights for consumers in the European Union and United Kingdom. Read the product details and signed agreement before paying. Ask us about anything unclear.
Photography sessions and events
Your signed service agreement explains cancellation, rescheduling and payment terms for your booking. Check the service's availability and booking instructions before purchasing. If your plans change, or you are unsure whether a date has been confirmed, contact our studio.
Contact us if we cannot provide an agreed service. This policy does not remove remedies required by law.
Custom prints, albums and wall art
These products are made for your order. You may cancel for a change of mind before production begins. Once production has begun, either in our studio or through a partner lab, we do not accept change-of-mind returns or exchanges. Contact us if you need to check your order’s status.
Please inspect your order on arrival. If it is wrong, defective, damaged, or has not arrived, contact us so we can arrange a replacement or refund. Include your order details, a description, and photographs of any damage or defect if available. Replacements for a confirmed wrong, defective, damaged or lost order are provided at no additional cost, including shipping. A request to report a problem promptly does not shorten any rights or remedies that applicable law provides.
Once a refund for a physical order is confirmed, we issue it within seven days to your original payment method. Your payment provider may take additional time to show the funds in your account. Our review or processing does not extend a refund deadline required by law.
Screens and prints can display color differently. Tell us if something looks wrong with your product.
Digital products and courses
Check the description and software requirements before buying presets, actions or other digital products. Digital purchases are refundable before the download link has been accessed or any course content has been viewed. Contact our studio to request a refund.
Once the download link has been accessed or course content has been viewed, the purchase is final under our change-of-mind policy. For consumers in the EU or UK, the 14-day cancellation right described below still applies after downloading or viewing. Automated security scans or link previews do not count as your deliberate access.
If you cannot access your purchase, receive the wrong file or believe the product does not match its description, contact us. Final-sale wording does not remove remedies that applicable law requires.
Once we confirm a digital refund, we issue it within seven days to your original payment method. Our review or processing does not extend a refund deadline required by law. Your payment provider may take additional time to show the funds.
For digital purchases made on or after September 29, 2026, this policy takes priority over older product descriptions or files saying that payment alone makes the purchase final. Existing terms that are more favorable to you remain available.
Workshops and mentoring
Cancellation, rescheduling and transfer options depend on the agreement for your particular workshop or mentoring booking. Read those terms before registering, and contact us if you cannot attend or need clarification.
Customers in the European Union and United Kingdom
If you are a consumer in the EU or UK, you have a right to cancel a contract made online or at a distance within 14 days, without giving a reason, subject to the exceptions below. This is in addition to other rights and remedies available to you.
When the cancellation period starts
For physical products, the cancellation period ends 14 days after the day you, or someone you name other than the carrier, receive the product. For digital products, online courses and services, it ends 14 days after the day the contract is made. Any longer period required by law still applies.
We do not require EU or UK consumers to waive this right to receive digital content. You may cancel a digital purchase within 14 days even after downloading a file or viewing course content.
How to cancel and return a product
Tell us clearly that you want to cancel, by email to [email protected] or by post to our studio. You may use the model form below, but it is not required. You meet the deadline if you send your cancellation notice before the period ends.
The statutory change-of-mind right does not apply to goods made to your specifications or clearly personalized, such as prints, albums and wall art made from your own photographs. Rights concerning faulty, misdescribed or undelivered goods remain. Our separate option to cancel a custom order before production begins also remains available.
For a physical product that is not personalized, send it back within 14 days after telling us you are cancelling. Contact us for the return address. You pay the direct return cost where that cost was disclosed before purchase and the law allows it. You are responsible for a loss in value caused by handling the product beyond what is needed to establish its nature, characteristics and functioning, where the law allows.
Refunds and services already started
We refund the amount paid, including the cost of standard delivery, to the original payment method without a refund fee. We issue the refund within seven days of confirming the cancellation and no later than the legal deadline, generally 14 days after you tell us you are cancelling. For physical goods, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever comes first, where the law allows. Extra delivery costs above the standard option are not refundable under this cancellation right.
For photography services, workshops and mentoring, any statutory cancellation right applies despite the booking agreement. If you expressly ask us to begin a service during the cancellation period and then cancel, a proportionate charge for the service already provided may apply only where the law permits and the required information and consent were provided.
Model cancellation form
Complete and send this only if you want to cancel. An email clearly saying that you want to cancel is also sufficient.
To: Twig and Olive Photography LLC, 3241 Garver Green, Suite 200, Madison, WI 53704, United States. Email: [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from/cancel my/our (*) contract of sale of the following goods (*) / for the supply of the following digital content (*) / for the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date:
(*) Delete as appropriate.
Gift certificates and store credit
If you prefer credit instead of a refund, ask us. Credit issued in place of a refund or as a customer-service adjustment does not expire. We do not substitute credit for a refund or other remedy the law requires. Read our gift certificate, coupon and credit terms for balances and redemption.
Getting help
Email [email protected] or contact our studio with your order or booking details. If our first reply does not resolve your concern, ask for an owner review as described in our Terms of Service. Nothing in this policy limits rights that applicable law requires, including any required remedy for nondelivery or misrepresentation.