Refund and Remake Review

Quick checklist

Use this short list to decide whether the current photo is worth continuing with.

• Keep the delivered file unchanged when submitting it.
• Save the official rejection message or screenshot if a rejection happens.
• Email support with order details and evidence.
• Read the refund policy because it is the formal eligibility source.

Step by step

Follow this sequence to keep the workflow clear and reduce avoidable mistakes.

1. 1

   Check the rejection reason

   Support can review technical image-compliance issues related to the delivered file, not unrelated application problems.

2. 2

   Collect the evidence

   Keep screenshots, messages, order details, and the delivered file context so support can understand the claim.

3. 3

   Contact support

   Email support@passport-photo.co.uk with a short explanation and the evidence.

4. 4

   Review against the policy

   Support reviews the case against the published refund policy and may arrange a remake or refund where the claim qualifies.

Common mistakes

These are the errors most likely to waste time or trigger a preventable rejection.

• Submitting an edited or recompressed version and then treating it as the delivered file.
• Sending a refund request without rejection evidence.
• Confusing wrong output-route choice with a technical photo rejection.
• Assuming a poor original source photo is always covered after delivery.

What support can review

A review needs a clear link between the delivered file and the technical issue.

• Support can review whether a delivered output appears to have a technical image-compliance issue.
• Support needs the order email or reference and rejection evidence where available.
• Support may ask whether the submitted file was the same as the delivered file.
• Support cannot overrule official application decisions or review unrelated application problems.

Evidence that helps

Good evidence makes the support path faster and more accountable.

• The order email or delivery email used at checkout.
• A screenshot or message showing the rejection reason.
• The delivered file context and the route where it was submitted.
• Confirmation that the file was not edited, recompressed, or altered after delivery.

What is usually outside the review

This page should reduce support confusion before it happens.

• Wrong application route or wrong package choice after delivery.
• Change of mind after digital supply has started, subject to mandatory law.
• Problems caused by severe blur, darkness, or source-photo issues visible before checkout.
• Official application issues unrelated to the technical photo file.

How to avoid a refund problem before checkout

A reliable service should help users avoid preventable claims.

• Use the preview before paying and retake if the source photo is visibly weak.
• Choose the correct output route before checkout: digital file, photo code, or printable sheet.
• Review photo handling, quality review, and service standards before uploading sensitive photos.
• Keep the delivered file unchanged when submitting it so evidence remains clear if support review is needed.