Refund Policy

Last updated on July 14, 2026

Every keepsake is made to order from your photos. This policy explains when you can cancel, when you're entitled to a refund, and how quality issues are handled.

1Overview

Situation	What happens
Not yet paid	Cancel any time at no charge
Paid, not yet in production	Cancel and full refund
Physical, unconfirmed after 48h	Auto-cancel and full refund
Quality issue (our fault)	Free remake, partial or full refund
Changed your mind (subjective)	Paid regeneration $0.50/each, no refund
Damaged or lost in transit	Free reshipment or full refund

2Before payment

You can abandon or cancel an unpaid creation at any time. Nothing is charged, and unpaid drafts are cleared automatically after 90 days.

3Paid, print file being generated

If you have paid but the order has not yet entered production, you can request cancellation and a full refund.

448-hour final confirmation (physical orders)

Auto-cancel & full refundA physical order that is not expressly confirmed within 48 hours is automatically cancelled and fully refunded to your original payment method. We do not offer a “re-confirm and continue fulfillment” option after the window closes.

5After final confirmation — awaiting / in production / shipped

Quality issues caused by us (for example a printing defect from a platform error): we will remake it for free, or offer a partial or full refund depending on the case.

Subjective dissatisfaction (you want a different style or photo after confirming): we offer paid regeneration at USD 0.50 per generation, and no refund is provided in this case.

6Digital orders

Digital orders that have been downloaded or accessed are generally non-refundable. If a platform error made the file unusable, we will regenerate it for free. The same applies to the ultra-HD digital file purchased as an add-on to a framed print order: once downloaded, the add-on portion is non-refundable; before download, it follows the refund outcome of its parent order (a full refund of the order includes the add-on).

7Damaged or lost in transit

If your item arrives damaged, or is lost in transit, send us photos or proof and we will arrange a free reshipment or a full refund.

8Disputes & chargebacks

While a payment dispute or chargeback is open, fulfillment of the order is paused and no new actions can be started on it. Once the dispute is resolved, we act according to the outcome.

9Refund timing

Approved refunds are returned to your original payment method and typically arrive within 3–10 business days, depending on your bank or card issuer.

10How to request a refund

Open your order details and choose the relevant option — “I’m not happy with the result”, “It arrived damaged”, or “I’d like to reorder” — or contact us via the Contact page.

11Changes

We may update this policy and will give at least 7 days’ notice of material changes.