Frequently Asked Questions

What is Lenz Gallery?

Lenz Gallery is a digital photography library where customers can purchase credits and use them to download stock images. The collection includes photography across a range of categories and visual styles.

Do I need an account to download an image?

Yes. You may browse the collection without an account, but an account and a completed credit purchase are required to access image downloads.

How do credits work?

Credits are purchased through the website and used to download images. The amount deducted depends on the category assigned to the image:

• Standard: 1 credit
• Essential: 1.5 credits
• Premium: 3 credits

Do my credits expire?

Credits do not expire unless otherwise stated in the applicable purchase terms. Your remaining balance is retained in your account for future use.

Can I transfer credits to another account?

Credits are linked to the account used to purchase them and cannot be transferred or gifted to another user unless Lenz Gallery has expressly authorised this.

What happens if I purchase the wrong credit pack?

Please review the credit package and quantity carefully before confirming your purchase. Credit purchases are generally non-refundable once completed, subject to any applicable statutory rights and the exceptions set out in our refund policy.

Do you offer team or bulk pricing?

Our available credit packages and pricing options are displayed on the website. For enquiries about larger requirements or business arrangements, please contact our support team.

How do I download an image?

Select the image you want from the collection and ensure you have enough credits in your account. Once the required credits have been deducted, the download option will be made available.

What happens if I run out of credits?

You can purchase additional credits whenever you need them. Previously downloaded images remain accessible in your account, subject to the applicable terms and licence conditions.

Can I get a refund if I no longer need an image?

Credits used to download an image are generally not refundable simply because the image is no longer needed or does not suit your final project. Please refer to the refund provisions in our Terms & Conditions.

What does the image licence cover?

The permitted uses depend on the licence provided with the relevant image. Please consult the applicable licensing terms before using an image in commercial, digital, print, or other projects.

Can I resell an image I have downloaded?

Downloading an image does not transfer ownership of the underlying copyright. You may not resell, redistribute, sublicense, or otherwise exploit an image outside the permissions granted by its applicable licence.

Which payment methods do you accept?

We accept Visa and Mastercard. Payments are processed through third-party payment providers using their secure checkout systems.

Will I be charged automatically?

Credit purchases are made as individual transactions. We do not operate recurring subscriptions under the standard credit purchasing system.

Can I receive a receipt or invoice?

A purchase receipt may be provided following a completed transaction. Contact our support team if you require further payment documentation.

What if I experience a problem with my download?

If your download fails, the file is corrupted, or you experience another technical issue, contact our support team with your order details and a description of the problem. We will review the issue and determine whether a resolution or replacement is available.