Answer 12 of 12
How do you get help with a problem with these nature photos? – Affordable Nature Photos
What to send so it is answered in one reply, how rights complaints are handled, and the two refunds that exist.
Send the asset id. Everything else is detail.
Every image has a thirty-two character asset id, present in the metadata of any file you downloaded, on your receipt, and in the source of the image page. Titles and slugs change; the asset id does not. For anything involving a purchase, add the PayPal order id.
Those two identifiers together answer almost every question in a single exchange.
Common problems
Download failed or the link expired. Send the order id; reissuing is immediate and the licence does not depend on the link.
The file will not open or looks corrupt. Send the asset id and the byte size you received. A truncated transfer and a genuinely bad file are indistinguishable from your side and obvious from ours.
Smaller than the page said. Send the asset id and the real dimensions. A wrong specification table is a catalogue error and it is refunded.
Wrong location or wrong species. Send the asset id and what you believe is correct. These corrections matter, because a catalogue error propagates into everybody else's captions.
A phrase finds nothing. Tell us. Keyword gaps are the cheapest improvement available to us.
Rights complaints and takedowns
If you believe an image infringes your copyright, or shows property or a person in a way requiring a release we do not hold, write with the asset id, your interest in the material, and enough detail to identify it. The image comes out of the catalogue while the matter is examined, not afterwards.
If you are the photographer of a frame you believe was published here without permission, say so in the first line with whatever evidence of authorship you have. That is treated as urgent.
Refunds
A delivered digital file cannot be returned, so there is no general refund. Two exceptions, both honoured without argument: a file that is not what the page described, in dimensions, format or content; and a duplicate charge for the same image.
Buyer's remorse is not among them, which is exactly why every image is previewable at seven sizes before you spend anything.
What we cannot do
Advise whether your specific use is lawful where you are, review your pack copy, or confirm provenance and sustainability claims. We can state precisely what the licence permits, and we will, without hedging.
Two working days is normal. A blocked purchase in the first line moves to the front.