Refund policy
Returns & Refunds Policy
At The Memory Press, every order is custom-made and personalised especially for you. Because of the personalised nature of our products, we are unable to accept returns or offer refunds for change of mind.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Change of Mind
As all of our products are made to order, we do not accept returns, exchanges, or refunds if you:
- Change your mind after placing your order.
- Order the incorrect product or quantity.
- Provide incorrect photos, spelling, names, dates, or other personalised information.
- No longer require your order.
Please carefully review all information before completing your purchase.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, contains a manufacturing fault, or you receive the incorrect item, please contact us within 7 days of receiving your order.
Please email hello@thememorypress.com.au with:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging (where applicable).
We'll review your claim and work with you to resolve the issue as quickly as possible.
Where appropriate, we may offer:
- A replacement product.
- A refund.
- Another suitable remedy in accordance with Australian Consumer Law.
Lost or Damaged During Shipping
If your parcel is lost or damaged during transit, please refer to our Shipping Policy.
All shipping claims are subject to an investigation with Australia Post before a replacement or other appropriate resolution can be provided.
Personalised Products
As each product is individually created using the photos and information supplied by you, we cannot accept responsibility for errors resulting from:
- Incorrect or low-quality photos uploaded by the customer.
- Incorrect spelling, names, dates, or wording provided at the time of ordering.
- Information approved or submitted by the customer.
Please ensure all uploaded photos and personal details are correct before placing your order.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
If you have any questions about your order or this Returns & Refunds Policy, please contact us.
Email: hello@thememorypress.com.au