Support Policy

All support requests must be submitted by email to creatorpxl@gmail.com.

To help us resolve your issue as quickly as possible, please include the following in your email:

• The email address associated with your PXL Creator account
• Your order number or transaction ID (found in your order confirmation email)
• A clear description of the issue you are experiencing
• Screenshots or screen recordings where relevant
• Your version of Adobe Lightroom and your operating system (for preset issues)

We aim to respond to all support emails within 2 business days. Business days are Monday to Friday, excluding Indian public holidays. Response times may be longer during peak periods such as new product launches, sales events, or holiday periods.

We do not offer live chat or phone support at this time. Email is our primary and only official support channel. Messages sent via social media (Instagram, YouTube comments, etc.) may not receive a timely response and should not be used for support requests involving account or payment issues.

Our support team can assist with the following:

• Download issues — if your download link has expired, failed, or did not arrive, we can regenerate it after verifying your purchase.
• Account access — if you are unable to log in or cannot see your purchased products in your account dashboard.
• Payment issues — if a payment was deducted but your order was not confirmed, or if you believe a duplicate charge occurred.
• Wrong product delivered — if the files you received do not match your order.
• Preset installation — general guidance on how to import presets into Adobe Lightroom Classic, Lightroom (cloud), or Lightroom Mobile.
• Compatibility questions — confirming whether a specific preset pack is compatible with your version of Lightroom.
• Course access — if you cannot access course content after purchase.

The following are outside the scope of PXL Creator customer support:

• General Lightroom tutorials — we cannot provide one-to-one Lightroom training or personalised editing coaching via support email. Please refer to our blog, YouTube channel, and courses for educational content.
• Preset customisation — we cannot customise presets to match a specific look on your behalf.
• Third-party software — we do not provide support for presets used in applications other than those listed as compatible on the product page.
• Hardware or device issues — problems with your computer, mobile device, or internet connection are outside our scope.
• Refund requests outside our policy — we cannot process refund requests that fall outside the conditions in our Refund Policy.

Purchase download links are valid for 30 days from the date of purchase and allow a maximum of 2 downloads per product. If your link has expired or you have exhausted your download limit, email us at creatorpxl@gmail.com with your order number and we will manually verify your purchase and issue a new link.

We honour reasonable renewal requests indefinitely — there is no time limit on requesting a link renewal for a product you have legitimately purchased.

We reserve the right to decline support requests that are abusive, harassing, or that repeatedly seek assistance with issues already resolved. We also reserve the right to terminate accounts that submit fraudulent support claims (for example, falsely claiming a payment failed in order to obtain a refund on a completed download).

If you believe your support request has not been adequately addressed, you may reply to the original support thread to escalate. Please explain clearly why you believe the resolution provided was insufficient. We take all escalations seriously and will review them as promptly as possible.