In short: every Memocult product is made to order, so we do not take returns or exchanges for change of mind. If your order arrives damaged, has a printing defect, is the wrong item, or never arrives, tell us within 48 hours and we will send a free replacement or refund you. You keep the item and never pay to send anything back.
What we cover
We will put these right at no cost to you:
- Damaged in transit: torn, bent, scratched, crushed or broken on arrival.
- Printing defect: spots, lines, smudges or missing parts of the print.
- Wrong item: you received something other than what you ordered.
- Missing order: the order shows as delivered but you did not receive it, or the parcel is lost.
For damaged and missing orders we will send a free replacement or refund you. For a printing defect or a wrong item we will send a free replacement.
What we do not cover
Personalised products cannot be returned or exchanged for:
- A change of mind, or not liking the result once you have seen it.
- A wrong size or finish that you chose.
- A photo, text or crop that you uploaded or approved, including low-resolution photos and photos chosen by mistake.
Screens and printers never show colour identically, so a small colour difference between your screen and the print is not a defect.
Cancelling an order
Orders cannot be cancelled once they are placed. Everything is made to order and goes to print within 24 hours. Photo books can still be edited until production starts, but editing is not cancelling. Please check your order carefully before you pay.