Returns & Refund Policy

Damaged, defective or wrong items

If your order arrives damaged, has a print or assembly defect, or doesn't match what you ordered, report it within 30 days of delivery. We'll reply within 2 business days.

• Sign in to your account at our website, open the order and choose “Report a problem”. Or email us at by.memora2026@gmail.com with your order number.
• Include photos of the item, the problem up close and the box it arrived in.
• Choose what you prefer: a free reprint, shipped at no cost, or a full refund including shipping.
• You don't need to send the item back unless we ask.

Lost or late packages

If tracking shows no movement for 7 business days, or your package is marked delivered but you can't find it after 2 days (check with neighbors and your mailbox), report it the same way. We'll handle it with USPS and reprint and resend your order at no cost, or refund it if you prefer.

If we can't ship your order within the time we promised, we'll email you with a new date and you can cancel for a full refund.

What isn't covered

• A change of mind, or a gift that's no longer needed.
• The quality of the photo you uploaded (for example, low resolution or blur). We warn you in the preview when a photo may print poorly.
• The crop, orientation, QR position, names or song lyrics you approved in the preview before paying.
• Small color differences between your screen and the printed photo.
• Damage after delivery, such as drops, moisture or direct sunlight.
• Packages returned to us because of an incorrect or incomplete address entered at checkout. We'll reship them once you confirm the address, for the cost of shipping.

Cancellations

You can cancel for a full refund until we start printing your order, usually within 1 business day. Email us as soon as possible with your order number. Once printing has started, the order can't be cancelled.

Your song

The full song is produced after payment. If it can't be produced or has a clear technical problem (for example, missing vocals or cut-off audio), we'll produce it again at no cost. If we still can't deliver it, we'll refund the song portion or the whole order, whichever you prefer.

Because the full song is a new recording, small differences from the 30-second preview in melody or performance are not considered defects.

How refunds work

Refunds go back to your original payment method through Stripe. Depending on your bank, they usually appear within 5 to 10 business days. When an item is damaged, defective, wrong or lost, we also refund what you paid for shipping.