Refund & Cancellation Policy

Tenasia Gallery provides digital goods — specifically, high-resolution photograph licenses and download credits. Due to the instantaneous and irreversible nature of digital delivery, all sales are considered final upon delivery of the licensed file or upon credit redemption.

We recognize that exceptional circumstances may warrant a refund. The scenarios below describe when a refund may or may not be granted. We evaluate each request individually and aim to resolve all matters fairly and promptly.

Refunds may be issued in the following circumstances:

• Technical Defect: The delivered file is corrupted, incomplete, or materially different from what was described or previewed
• Duplicate Purchase: You were charged more than once for the same transaction due to a system error (verified against our transaction records)
• Unauthorized Transaction: The purchase was made without your authorization and you report it promptly — please also contact your card issuer
• Delivery Failure: Credits were deducted but the download link was never generated and the issue cannot be resolved within a reasonable time

Approved refunds are processed to the original payment method and may take up to ten (10) business days to appear on your statement.

Refunds will not be granted in the following situations:

• Change of Mind After Download: You have already downloaded the file and simply no longer need it or changed your intended use
• Incorrect License Type Selected: You purchased an Editorial license but require a Commercial license. In this case, we can assist with an upgrade — see Section 6 for details
• Aesthetic Dissatisfaction: You dislike the photo's composition, lighting, or style. High-resolution previews with watermarks are provided before purchase to allow evaluation
• Unused Credits Within Non-Refundable Period: Credits purchased more than fourteen (14) days ago that have not been used
• Violation of License Terms: Refunds will not be issued if the account is under review for or found to have violated our Copyright & Licensing Policy

Unused download credits are eligible for a refund under the following conditions:

• The refund request is submitted within fourteen (14) days of the credit purchase date
• The credits being refunded have not been redeemed for any downloads

Partial credit refunds are available for credit packs where only a portion of credits remain unused, provided the conditions above are met. Only the unused portion is eligible; credits already redeemed for downloads are non-refundable under any circumstances.

Credits are non-transferable and may not be converted to cash outside of this refund policy. If you have questions about your remaining credit balance, log in to your account or contact support.

To request a refund, follow these steps:

1. Email tenasia.trend@gmail.com within fourteen (14) days of the purchase date
2. Include your order number, the email address used at checkout, and a clear description of the issue
3. Attach any supporting evidence (e.g., screenshots of a corrupted file or a duplicate charge on your bank statement)

Our support team will review your request within five (5) business days and notify you of the decision. Approved refunds are processed within ten (10) business days to the original payment method.

If you purchased an Editorial License but subsequently need a Commercial License for the same image, we offer a license upgrade rather than a refund and repurchase:

• Contact tenasia.trend@gmail.com with your order number and the intended commercial use
• You will be charged only the difference between the Editorial and Commercial license fee for the applicable image
• A revised license agreement will be issued for your records

Upgrades from Commercial to Extended License are handled similarly — contact our sales team for a custom quote.

We strongly encourage you to contact us before initiating a chargeback with your bank or card issuer. Most legitimate concerns can be resolved directly and more quickly through our support channel.

If a chargeback is filed without prior contact with TenAsia:

• Your account will be immediately suspended pending investigation
• All licenses associated with the disputed transaction will be revoked; any continued use of the downloaded images may constitute copyright infringement
• We reserve the right to provide evidence of the completed transaction and agreed terms to the payment processor and card network

To resolve a payment concern, contact tenasia.trend@gmail.com before contacting your bank.