Legal
Refund Policy
Effective June 4, 2026.
Stock photo licenses are delivered immediately on purchase, so as a default all sales are final. This page documents the narrow exceptions and how to reach us if something has gone wrong.
All sales final — with exceptions
License purchases (single images, exclusive licenses, and Community Packs) are non-refundable as a default because the licensed content and license certificate are delivered to you the moment the order completes. Three narrow exceptions are below.
1. Re-downloads are always free
If you lose your file or your download fails, you can re-download it any time from your account page. There is no expiration on re-downloads and no additional charge. Re-downloads of paid orders are not a refund — they are part of the license you already purchased.
2. Technical failure on our end
If a download fails repeatedly, the file we delivered is corrupted, or the license certificate is missing, we will either resolve the problem and re-deliver, or refund the order at our discretion. Email library@charlestock.com with your order number within 30 days of purchase.
3. Accidental purchase — case-by-case
If you purchased the wrong image, the wrong license tier, or made a duplicate purchase, contact us within 7 days at library@charlestock.com. We will review the order on a case-by-case basis and, where appropriate, issue a refund or apply the amount paid toward the correct purchase. We cannot offer this once you have used the image (published, shared, or distributed it) or once a Community Pack ZIP has been downloaded.
Exclusive licenses
When an image is purchased as an exclusive license, it is immediately removed from the catalog so no one else can license it. Because that removal affects the entire catalog and any other prospective buyers, exclusive purchases are final and non-refundable unless we are unable to deliver the licensed file.
How refunds are processed
Approved refunds are issued to the original payment method through Stripe. Most refunds appear within 5–10 business days, though your card issuer or bank may take longer to post the credit.
Chargebacks
If you do not recognize a charge from Charlestock, please email us first at library@charlestock.com before opening a chargeback with your bank. We can almost always resolve the issue faster directly. Chargebacks initiated without contacting us may result in suspension of the associated account while the dispute is investigated.
Contact
Any refund question: library@charlestock.com. Reference your order number (sent in your receipt email, format CHST-YYYYMMDD-XXXXX) so we can find your order quickly.
This policy is part of the Charlestock Terms of Service and License Agreement.