Answer 12 of 12
How do you report a problem with these nature images? – Cheap Nature Images
What to include so it is fixed in one reply, how rights complaints are handled, and what refunds exist.
Include the asset id. Everything else is detail.
Every image has a thirty-two character asset id, present in the file metadata, on your receipt and in the image page source. For anything involving a purchase, add the PayPal order id. Those two together resolve almost every question in a single exchange.
Common problems
Download failed or expired. Send the order id; reissuing is immediate.
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. If the specification table is wrong that is a catalogue error and it is refunded.
Wrong identification or wrong location. Send the asset id and what you believe is correct. These corrections matter more than people assume, because a catalogue error propagates into everyone else's captions.
Keyword gaps. If a phrase should find an image and does not, say so. This is 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 that requires a release we do not hold, write with the asset id, your interest in the material, and enough detail to identify it. The image is withdrawn from the catalogue while the matter is examined, not afterwards.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 and include 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: if the file is not what the page described, in dimensions, format or content, you get your money back; and a duplicate charge for the same image is refunded.
Buyer's remorse is not on that list, which is why every image is previewable at seven sizes before you spend anything.
What we cannot do
Advise whether your specific use is lawful in your jurisdiction, review your copy, or confirm claims about a place or species. We can state exactly what the licence permits, and we will, without hedging.
Two working days is the normal reply time. A blocked purchase in the first line moves to the front.