Returns & Refunds

1. Digital License Purchases

Direct Stockfilm purchases are digital license transactions. After payment, the buyer receives access to the restored master file and license documentation for the clip purchased.

Because the product is a digital file and license, completed purchases are generally final once the download link or license certificate has been issued.

2. When Refunds May Be Approved

We review refund requests when there is a clear order or delivery problem, such as:

• A duplicate charge for the same clip and license.
• A payment error that created an order you did not intend to place.
• The purchased file was not delivered and we cannot restore access.
• The wrong clip or wrong file was delivered.
• A technical file problem prevents normal use and we cannot provide a working replacement.

3. When Refunds Are Not Normally Available

Refunds are not normally available when:

• The correct digital file and license were delivered.
• The clip was downloaded, used, edited, published, or shared with a client.
• Your project, creative direction, budget, or licensing needs changed.
• The purchase was made through a third-party marketplace.

4. How To Request Help

Email phil@stockfilm.com or use the contact form. Include the clip ID, receipt email, purchase date, and a short explanation of the issue.

We try to respond to purchase-support messages within two business days. Approved refunds are returned to the original payment method. Card processors and banks may take additional time to post the refund.

5. Marketplace Purchases

Purchases made through Pond5, Shutterstock, or another marketplace are governed by that marketplace's checkout, license, return, and refund rules. Contact the marketplace where the purchase was made for support on those orders.

6. Manual Review Clips

Some archival clips require manual licensing review before payment or delivery. If a request is declined during review, no direct Stockfilm payment is collected for that clip.