Refund policy

Digital goods, delivered immediately

There’s no physical item to ship or return here: your LUT unlocks in your library as soon as Stripe confirms payment, and you can download it as many times as you like from that point on. Because the file is already yours in full, sales are final once it has been made available for download — we can’t take back a look that’s already been delivered, so please read the sections below before you buy.

Your right of withdrawal (EU and UK)

If you’re a consumer buying from the European Union or the United Kingdom, distance-selling law normally gives you 14 days to withdraw from an online purchase without giving a reason. That right is real, and nothing on this page is meant to talk you out of it.

For digital content such as a LUT file, that right can be waived, but only when you expressly ask for delivery to start straight away and confirm that you understand you’ll lose the 14-day window as a result. At OpticGems, completing checkout is treated as that request and that confirmation: your file is unlocked in your library immediately, and your right of withdrawal ends at that moment.

If you’d rather keep your withdrawal right and wait, email us at [SUPPORT_EMAIL] before you check out and we’ll talk you through it.

When we will refund you

We’ll refund a purchase when something has genuinely gone wrong on our side, including:

• The file won’t download, or the .cube file you received is corrupted, and our support team can’t fix it.
• You were charged twice for the same order.
• The look you received isn’t the one you paid for.

What isn’t a refund reason

As we say in our FAQ, a LUT is a starting point, not a one-click result — the same look lands differently depending on your footage or photo, and you’re expected to adjust from there. So the following, on their own, don’t qualify for a refund:

• The look doesn’t suit a particular photo or clip.
• Your editing software can’t load .cube files.
• You bought the same look twice — for example once on its own and again inside a collection.

We know that’s not always the answer you’re hoping for, but once the correct file has reached you, our part of the deal is done.

How to request a refund

Email [SUPPORT_EMAIL] and tell us what’s gone wrong. Please include your order number — the ID shown under each order in the Purchases tab of your library — along with the look or collection you bought, so we can find it quickly.

Timescales

We aim to review every request within [REVIEW_DAYS] business days of hearing from you.

If we approve a refund, we send it to your original payment method the same day. After that, how long it takes to reach your account depends on your bank or card issuer rather than on us — allow up to [BANK_POSTING_DAYS] business days for it to show up.

Chargebacks

If something’s wrong, please contact us at [SUPPORT_EMAIL] first — most issues are sorted within days once we know about them. Raising a chargeback with your bank before getting in touch can slow things down and may limit what we’re able to investigate or fix.

Questions

For anything this page doesn’t cover, write to [SUPPORT_EMAIL]. OpticGems is operated by [LEGAL_ENTITY_NAME], [COMPANY_ADDRESS], and this policy is governed by the laws of [GOVERNING_JURISDICTION].