If something has gone wrong with your order, email info@outshinery.com and we will help.
Shine Credits are non-refundable once purchased.
They are also hard to lose. Shine Credits are valid for one year, they roll over for as long as your subscription is active, and if your subscription ends, the ones you hold stay valid for a year after that.
A Shine Credit is used as soon as work begins. Once our team starts building your 3D model, that Shine Credit is spent, whether or not a proof has been approved. We cannot refund work that has already been done.
Every Outshinery Studio image goes through a proof round. You review the proof inside Studio, and we make the revisions you ask for. Small revisions are included: liquid color, finish adjustments, positioning. Larger changes, such as a different bottle shape or a different closure, mean rebuilding the image, so those are a new request.
Once you approve a proof, the image is final. If you want to reopen it after that, we can, and additional Shine Credits may apply.
If the error was ours, we fix it free, at any point, before or after approval.
A proof is treated as approved if we have not heard from you in two weeks. That is only so files do not sit open indefinitely, and we will extend it any time you ask.
You can cancel your subscription at any time inside Outshinery Studio: click your organization name at the top of the left sidebar, then Settings and billing.
If a subscription renewed and you did not want it, tell us within one month of the charge. We will cancel the subscription and refund that renewal, no questions asked. This applies to monthly and annual plans alike.
Outshinery Lite is paid per order and delivered in about an hour, so there is no proof round.
If a render is wrong on our side, tell us and we re-run it at no cost.
And if you are simply not happy with a Lite order, email lite@outshinery.com and we will refund it. No form, and no reason required.
If your situation is not covered here, email info@outshinery.com. We would rather hear about it than have you stuck.