Returns & Refunds Policy

Last Updated: 3 June 2026

At The Street Secrets, we aim to provide high-quality products and services. This Returns & Refunds Policy explains your rights and our procedures regarding returns, refunds, cancellations, and photography bookings in accordance with Scottish and UK consumer law.

By purchasing products or booking services through our website, you agree to this policy.

1. Contact Information

For all return or refund enquiries, please contact:

The Street Secrets Email: thecrew@streetsecrets.co.uk WhatsApp: +44 7822 011375

2. Your Consumer Rights

Under the UK Consumer Rights Act 2015, customers are entitled to receive goods that are:

• As described

• Of satisfactory quality

• Fit for purpose

Nothing in this policy affects your statutory consumer rights under UK or Scottish law.

3. Returns for Physical Products

3.1 Standard Returns

You may request a return for eligible physical items within 14 days of receiving your order.

To qualify for a return:

• The item must be unused

• The item must be in original condition

• Packaging should be included where possible

• Proof of purchase may be required

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

4. Non-Returnable Items

The following items may not be eligible for return unless faulty:

• Custom-made products

• Personalised items

• Used products

• Opened adhesive stickers/decals

• Clearance or sale items where stated

We reserve the right to refuse returns that do not meet return conditions.

5. Faulty, Damaged, or Incorrect Items

If you receive an item that is:

• Faulty

• Damaged during delivery

• Incorrect

Please contact us within 14 days of delivery with:

• Your order number

• A description of the issue

• Clear photographs where possible

Where appropriate, we may offer:

• A replacement

• A repair

• A full or partial refund

6. Refund Processing

Approved refunds will normally be processed using the original payment method.

Refund processing times may vary depending on:

• Payment provider

• Bank processing times

• Platform delays

We aim to process approved refunds within a reasonable timeframe.

7. Photography Services

7.1 Deposits

Photography bookings may require a deposit to secure the booking date.

Unless otherwise agreed in writing:

• Deposits are non-refundable

• Deposits may be transferable in certain circumstances at our discretion

8. Booking Cancellations

8.1 Customer Cancellations

If you need to cancel a photoshoot:

• Please provide as much notice as possible

• Refund eligibility may depend on how much notice is given

We reserve the right to retain deposits for late cancellations or missed appointments.

8.2 Business Cancellations

We may cancel or reschedule bookings due to:

• Severe weather

• Illness

• Vehicle/location safety concerns

• Circumstances outside our reasonable control

Where appropriate, customers may be offered:

• A rescheduled booking

• A refund of payments made

9. Photography Refunds

Due to the creative and digital nature of photography services:

• Refunds are generally not provided once services have been completed and images delivered

• By booking with us, you acknowledge and accept our photography and editing style

However, this does not affect your legal rights where services are not provided with reasonable care and skill as required under UK law.

10. Digital Content

Where digital files or media are supplied:

• Downloads may become non-refundable once accessed or delivered unless faulty

• Customers are responsible for securely storing delivered files

We recommend backing up all downloaded content.

11. Incorrect Delivery Information

Customers are responsible for ensuring shipping and contact details are accurate when placing orders.

We are not responsible for:

• Delays caused by incorrect addresses

• Failed deliveries due to inaccurate information supplied by the customer

Additional postage costs may apply for reshipment.

12. Abuse of Returns Policy

We reserve the right to refuse returns, refunds, or future orders where we reasonably believe:

• The policy is being abused

• Fraudulent claims are being made

• Returned items have been intentionally damaged or used

13. Changes to This Policy

We reserve the right to update or modify this Returns & Refunds Policy at any time.

Updated versions will be posted on this page with a revised date.

14. Governing Law

This Returns & Refunds Policy is governed by the laws of Scotland, and any disputes shall fall under the jurisdiction of the Scottish courts.

All physical products ordered from The Street Secrets are dispatched once per week on Mondays. Orders placed after the weekly dispatch cutoff may be shipped the following Monday.

We aim to ensure all items are packaged carefully and securely using packaging materials appropriate for the specific product being shipped. This is to help protect items during transit and reduce the risk of damage while being delivered.

Packaging may include:

• Protective envelopes

• Reinforced mailers

• Bubble wrap

• Protective inserts

• Boxes or rigid packaging where required

Delivery times may vary depending on:

• Courier or postal services

• Bank holidays

• Weather conditions

• Seasonal demand

• Circumstances outside our control

Customers will receive updates where applicable once orders have been dispatched.