Effective Date: 22 July 2025

At MyProMemories UK, we are dedicated to providing our customers with unique, high-quality, and carefully crafted personalised art and home décor. We want you to be completely satisfied with your purchase. However, we recognise that situations may arise where a return is necessary. This Return Policy explains the conditions under which items can be returned, the process you must follow, and the limitations that apply.

1. Eligibility for Returns

You may request to return eligible items within 30 calendar days of receiving your order. To qualify, the following conditions must be strictly met:

• Contact within timeframe: You must notify us of your intent to return an item within 30 days of the delivery date. Requests made after this period may not be accepted.

• Condition of the item: Returned items must be unused, unwashed, and free of any damage caused after delivery. They must be returned in the same condition in which they were received.

• Packaging: Items must be sent back in their original packaging, including all labels, protective wrapping, and inserts. This ensures the product is protected in transit and can be re-inspected upon arrival.

• Proof of purchase: You must provide evidence of your order, such as your order confirmation number, invoice, or receipt when submitting your request.

Please note that returns sent without prior authorisation will not be accepted. If you send items back without contacting us first, you risk having your return refused or significantly delayed.

2. How to Request a Return

To initiate a return, please follow these steps carefully:

• Contact us by email: Send a request to info@mypromemories.com. Include your full name, order number, a description of the item you wish to return, and the reason for your return request.

• Await confirmation: Our customer service team will review your request and respond within 2 business days. We will confirm whether the item is eligible for return and provide you with the correct return address and instructions.

• Prepare your return: Pack the item securely, using the original packaging where possible, to prevent damage during shipping. We advise adding additional protective wrapping if needed.

• Send your return: Ship the parcel using a reliable courier service. We strongly recommend choosing a tracked and insured service to ensure your return reaches us safely.

Without proof of delivery, MyProMemories UK cannot accept responsibility for returns lost or delayed in transit.

3. Return Shipping Costs

Unless the item is faulty, damaged, or was sent in error, all return shipping costs must be covered by the customer. We do not provide prepaid return labels. If a return is lost, damaged, or improperly packaged by the customer, we may not be able to issue a full refund.

4. Items Not Eligible for Return

Due to the personalised and digital nature of many of our products, the following items cannot be returned or exchanged:

• Custom or personalised products: This includes name prints, made-to-order artwork, or any product designed specifically for you.

• Digital downloads: As digital files are instantly accessible, they cannot be revoked or returned once delivered.

• Gift cards: Gift cards are non-refundable and cannot be returned once purchased.

• Final Sale items: Products marked as “Final Sale” or “Non-Returnable” at the time of purchase are not eligible for return.

These exclusions are in compliance with the UK Consumer Contracts Regulations, which exempt customised and digital goods from return unless they are defective or not as described.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us immediately — no later than 48 hours after delivery. To process your request efficiently, you will need to provide:

• Clear photographs of the item showing the defect or damage.

• Photographs of the packaging, including any visible damage to the outer box or protective wrapping.

• A description of the issue, such as whether the product was faulty, incorrect, or arrived damaged.

Once we review and verify the evidence, we will provide one of the following resolutions based on your preference:

• A replacement of the product at no additional cost.

• A full refund, including the original delivery costs.

In some cases, we may request that the damaged or incorrect item be returned to us before a refund or replacement is processed.

6. Exchanges

We do not offer direct exchanges. If you would like to replace an item with a different product, you must follow the return process (if eligible) and then place a new order separately.

7. Order Cancellations

Orders may be cancelled within 12 hours of purchase by contacting us at info@mypromemories.com. After this period, cancellations may not be possible if production has already begun or if the item has been shipped.

Please note that custom or personalized orders cannot be cancelled once production has started, as these items are made uniquely for you.

8. Contact Information

If you have any questions about this Return Policy or require assistance with a return request, please contact our customer service team:

Email: info@mypromemories.com

We are committed to ensuring that returns are handled quickly, fairly, and respectfully.