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derekh18088491
derekh18088491
Participant
February 17, 2017
Answered

Adobe Stock Returns

  • February 17, 2017
  • 1 reply
  • 3149 views

What is the return policy on large images purchased from Adobe Stock? We recently purchased a large photo to be used on the wall of a trade show, but the image is pretty pixelated at 100% size after we received it. Can we have our client (who made the purchase) start a refund for the price of the image?

    This topic has been closed for replies.
    Correct answer WendellaBee

    If a file you licensed isn't of expected quality then report it here. My colleagues or I can look up the file and confirm the issue. If you used a license or credit and the issue is confirmed we can grant an replacement license or credit as an exception. If however you have an issue with a video or premium asset you would need to contact customer care.

    1 reply

    Beverley Gray
    Community Manager
    Beverley GrayCommunity Manager
    Community Manager
    February 20, 2017

    Hi there

    As per the terms and conditions, Adobe Stock - On Demand purchases are not refundable.

    Please contact support if you require further assistance - Contact Customer Care

    Kind regards

    Bev

    ericc19576445
    ericc19576445
    Known Participant
    July 28, 2021

    If they aren't returnable, Adobe needs to do a better job of vetting source files. Some of these designers make completely unusable eps files, vectors, pngs, templates and more.

     

    I've now spent 2 hours fixing a template so I can actually use it. I would not know the disaster the file is in until I licence it so how can we as customers better protect ourselves? I'd say about 33% of my library is full of unusable garbage.

      WendellaBee
      Adobe Employee
      WendellaBeeCorrect answer
      Adobe Employee
      July 28, 2021

      If a file you licensed isn't of expected quality then report it here. My colleagues or I can look up the file and confirm the issue. If you used a license or credit and the issue is confirmed we can grant an replacement license or credit as an exception. If however you have an issue with a video or premium asset you would need to contact customer care.

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