Returns, cancellations & refunds
Last updated: 16 October 2026
Contact us about an order
If something is wrong, email ryan@steel-stream.com or use our contact form. Include your order number, the photograph or item reference and a description of the problem. Please do not send payment card details. These policies do not limit your statutory consumer rights.
Digital photographs and cancellation
Check your selected photographs and licence before paying. A consumer’s 14-day change-of-mind cancellation right for digital content ends only when supply has begun after the consumer has expressly requested immediate supply and acknowledged that the cancellation right will be lost. Payment alone is not that acknowledgement. If those conditions have not been met, the applicable cancellation right remains. Contact us promptly if you want to cancel an order so we can review what has been supplied and your rights.
Faulty, missing or incorrect files
If digital content is faulty or not as described, we will investigate and provide the remedy required by law. This may include correcting the problem, supplying replacement files or, where the legal conditions apply, reducing the price or refunding you. Your ability to report a fault is not limited to the 48-hour download window.
Tell us if you believe you were charged twice or received a different item from the one ordered. We will check the payment and order records. An expired download link does not by itself mean that the underlying photograph or licence is faulty; contact us for help accessing a valid purchase.
Design and video projects
Cancellation arrangements, agreed work and approved deliverables for a commissioned project are set out in its quotation or agreement. Any payment due for work already carried out must be consistent with that agreement and applicable consumer rights. Please contact us as soon as your plans change.
Physical goods if offered in future
Merchandise is not currently sold through this website. Where standard physical goods are later offered online to consumers, you generally have 14 days after receiving them to tell us you wish to cancel and a further 14 days to return them. We will refund the price and standard outward delivery charge as required by law, normally within 14 days of receiving the goods back or evidence of their return. Any permitted deduction reflects handling beyond what is necessary to inspect them.
For a change-of-mind return, you pay the direct return cost only if this was made clear before purchase. We cover reasonable return costs for goods that are faulty or not as described. Contact us for return instructions and the appropriate address. Clearly personalised or made-to-specification goods may be excluded from change-of-mind cancellation, but rights concerning faults and misdescription still apply.
How refunds are made
Approved refunds are returned through the original payment method. Your payment provider may take additional time to show the credit. We will explain the outcome if a refund request is declined. Keep a copy of your order confirmation and correspondence.