Refund policy

Refund Policy

Every Memory Frame is made by hand for one person, from a photo only you have. We still want you to be happy with it, so here's exactly how this works.

If you change your mind
Contact us within 14 days of your order arriving and we'll refund you in full. Return shipping is the buyer's responsibility, and original shipping costs are not refunded. Get in touch first at hello@getmemoryframe.com so we can tell you where to send it.

If it arrives damaged or isn't right
That one's on us. Email us a photo of the problem within 14 days of delivery and we'll send a replacement at no cost to you, or refund you in full, whichever you'd prefer. Don't send the damaged one back.

If you want to cancel
Email us as soon as you can. If we haven't started printing yet, we'll cancel and refund you in full with no questions. Because these are made to order, once printing has started we can't cancel, but the 14 day policy above still applies once it reaches you.

If something was wrong with the photo or the wording you sent
Email us. We check every photo before printing and we'll always flag a problem first, but if a name was misspelled or the wrong photo was uploaded, tell us and we'll work it out with you.

What we can't refund
Gift cards.

How refunds are issued
Approved refunds go back to your original payment method. We'll email you when it's processed. Most banks post it within 5 to 10 business days, though some take longer. If it's been more than 10 business days since we confirmed your refund and you still don't see it, contact your bank first, then email us and we'll chase it.

Questions
Email hello@getmemoryframe.com. A real person reads it.