Refund and Returns Policy


If a camera fails, inclement weather occurs, or any other unforeseen situation prohibits Matthew Lock Media from shooting on a specified day, a new date will be set or the client will receive a refund of their deposit, as applicable.

Under no circumstances will you be refunded if you fail to attend the activity on the day and at the time specified when the booking was made.

Due to the nature of digital photography and the inability of images to be returned once they have been received, Matthew Lock Media has a strict NO REFUND POLICY. Once a transaction has been completed (i.e., the buyer has picked and paid for the photo and Matthew Lock Media has delivered the proper photograph to the customer), it is considered non-refundable. If a consumer purchases an inaccurate photograph, he or she must tell Matthew Lock Media prior to getting the “incorrect” photograph.

Refunds will NOT be issued for “disliking a photo,” selecting an incorrect photo after the customer has already received it, or for any other reason. If a customer receives an incorrect photo, as confirmed on the invoice, Matthew Lock Media will send the consumer the correct photo free of charge.

If you have any queries about this Policy, please contact us at +52 2212 08 93 36 or info@matthewlockphotography.com


All prints and products are subject to sales tax and, where applicable, shipping charges. All sales are final due to the nature of custom photography. Naturally, Matthew Lock Media guarantees that the photographs you receive exceed the highest standards in every way and collaborates with customers to review designs and bespoke work prior to placing orders.

Orders must be paid in full at the time they are placed. Prints and goods are shipped within 4-6 weeks of payment receipt. For an extra fee, expedited shipping is offered on certain items. Any and all tariffs are subject to change without notice. To ensure that all customers receive a fair rate, all rates are non-negotiable unless booked through a special promotion.

Payment of the session cost in advance secures your preferred date. It is non-refundable in the event of cancellation, but is transferable to another day with at least 48 hours notice. Maternity and baby sessions receive special treatment. The session fee does not include digital negatives or prints; these must be purchased separately.

Please make your selections carefully before ordering and contact me at +52 2212 08 93 36 or info@matthewlockphotography.com if you have any questions.


Due to the bespoke nature of these pre-designed services, no refunds are available on any design order. Because albums are considered a personalized product, there are no refunds on album orders. Flush Mount and Coffee Table Books are custom-made and cannot be returned or exchanged unless the following conditions are met:

If a manufacturer problem is discovered and reported within 48 hours (2 business days) of receipt,

harmed during shipment (a separate claim must be filed with the shipping carrier and also must be reported within 48 hours after being received),

or in the event that the order was processed incorrectly, such as an issue in the book’s size or color/style, in comparison to the original recorded order.

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