Refund policy

Our films are digital rentals and downloads, so the usual rules for returning physical goods do not apply. We still want you to be treated fairly.

When we refund in full

• The film never plays, or plays only in broken segments, and we cannot fix it for you.
• You were charged twice for the same rental.
• You were charged for a rental you did not place.
• A title is withdrawn from the site before your rental period ends.

When we do not refund

• You changed your mind after the rental started or after you watched the film.
• Your rental expired because you did not watch it in time.
• Your own connection, device or browser could not stream the film, where the film plays correctly for other viewers.
• You bought the wrong title or the wrong format by mistake, once it has been watched or downloaded.

How to ask

Email notifications@prisonpicasso.com within 7 days of the order, from the address used at checkout, with your order number and a short description of the problem. We aim to reply within 2 business days.

Approved refunds go back to the original payment method within 5-10 business days, depending on your bank.

Chargebacks

Please contact us before contacting your bank. A chargeback raised without giving us the chance to fix the problem may result in your account and any active rentals being closed.

Physical items ordered through the store (art, apparel, bags) are covered separately: unopened, unused goods may be returned within 30 days of delivery, at the buyer’s shipping cost, after emailing us first.