Refund policy
Because NJ Agent Lab offers a combination of professional services, digital products, custom-made items, and physical merchandise, refund eligibility depends on the type of purchase.
Marketing & Creative Services
Service purchases are refundable if cancellation is requested before work has begun, less any nonrecoverable third-party expenses already incurred specifically for your project.
Once work has begun, payments are non-refundable. This includes time spent researching, planning, designing, writing, editing, sourcing materials, communicating with vendors, preparing files, or otherwise performing work related to the project.
If a project includes a specific number of revisions, those revisions will be listed in the product or service description. Additional revisions, changes in scope, or work requested after approval may require an additional fee.
A change of mind after work has been completed or delivered does not qualify for a refund.
Photography, Video & On-Site Appointments
Appointments may be rescheduled without penalty when at least 24 hours' notice is provided.
For client-requested cancellations:
- More than 24 hours before the appointment: eligible for a refund, less any nonrecoverable costs already incurred.
- Less than 24 hours before the appointment or failure to attend: the booking is non-refundable.
Weather-dependent shoots may be rescheduled by NJ Agent Lab when conditions would materially affect the quality or feasibility of the service. There is no rescheduling penalty when NJ Agent Lab initiates a weather-related change.
If you arrive late or a property/location is not ready at the scheduled time, the appointment may still end at its originally scheduled time. This may reduce the amount of content that can be produced.
Digital Products & Downloads
Digital products, downloadable files, templates, guides, and other immediately accessible digital materials are final sale once delivered or accessed.
If you experience a technical problem with a file, contact us and we will make reasonable efforts to provide a working replacement.
Custom, Personalized & Made-to-Order Products
Custom, personalized, branded, or made-to-order products are final sale and cannot be returned because they are created specifically for the purchaser.
This includes products featuring names, logos, property information, branding, custom copy, photographs, artwork, or other purchaser-supplied information.
Please review all proofs carefully. Once a proof has been approved or production has begun, NJ Agent Lab is not responsible for errors contained in information that was supplied or approved by the customer.
Standard Physical Products
Non-custom physical products may be returned within 14 days of delivery if they are unused, undamaged, and in their original condition.
Return shipping costs are the responsibility of the customer unless the item was defective, damaged, or sent in error. Original shipping charges are non-refundable.
Please contact us before returning an item so the return can be authorized.
Damaged, Defective or Incorrect Orders
If your physical order arrives damaged, defective, or materially different from what you ordered, contact NJ Agent Lab within 5 days of delivery and include photographs of the item and packaging.
We will review the issue and, when appropriate, arrange a replacement, correction, store credit, or refund.
Refund Processing
Approved refunds will be returned to the original payment method. Processing time after a refund is issued depends on your bank or payment provider.
Questions about an order or refund may be submitted by emailing support@njagentlab.com