Refund Policy

Effective Date: 22 July 2025

At MyProMemories, we aim to ensure every purchase exceeds your expectations. However, we recognise that there may be occasions where a refund is required. This Refund Policy outlines the circumstances under which refunds are issued, the process involved and the timeframes for receiving funds.

1. Eligibility for Refunds

Refunds may be granted under the following circumstances:

• Returned items: You have returned an eligible item within 30 calendar days of delivery and the return has been approved under our Return Policy.

• Damaged or defective products: You received an item that was damaged, faulty, or incorrect and provided photographic evidence within the required 48-hour timeframe.

• Order cancellations: You requested a cancellation within 12 hours of placing your order, provided production has not yet begun or the order has not been dispatched.

Refunds are only issued once the eligibility criteria are met and your request has been reviewed and approved by our team.

2. Items Not Eligible for Refund

Certain products are excluded from refunds, including:

• Customised or personalised products once production has begun, as they are created uniquely for you.

• Digital downloads, since they cannot be returned once delivered electronically.

• Gift cards, which are non-refundable.

• Final Sale or Non-Returnable items, clearly identified at the time of purchase.

These exclusions are supported by UK Consumer Contracts Regulations, which specify that customised, digital and certain non-returnable products are exempt from standard refund rights.

3. Refunds for Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or not as described, you must notify us within 48 hours of delivery. To process your claim, you must provide photographic evidence of the defect or error, along with images of the packaging.

Once verified, you will be offered a choice between:

• A full refund, including the original delivery charges or

• A replacement product at no additional cost.

In some cases, we may request that you return the item before issuing a refund or replacement.

4. Refund Process and Timelines

Once your return is received and inspected, you will be notified by email whether your refund has been approved. If your refund is approved:

• Refunds will be issued to your original payment method.

• Processing times may vary but funds typically appear in your account within 10 business days. The exact timing depends on your bank or payment provider.

• If you paid with a gift card or store credit, your refund will be issued as store credit.

Please note that original shipping costs are non-refundable unless the refund relates to an error on our part (such as an incorrect, defective or damaged item).

5. Return Shipping and Refunds

In most cases, return shipping costs are the responsibility of the customer. If the item is faulty, damaged or incorrect, we will cover return shipping costs or reimburse you once the return is received.

If a return is lost or damaged in transit, we may not be able to process a refund. To avoid this, we strongly recommend using a tracked and insured courier service.

6. Contact Information

If you have any questions regarding this Refund Policy or if you wish to discuss an existing refund request, please contact us:

Email: info@mypromemories.com

We aim to resolve refund requests in a professional, fair and timely manner to ensure your experience with MyProMemories is positive and reassuring.