Refund policy

Last updated: October 20, 2026

Because every book is made from your photos and details, we cannot accept returns or change-of-mind refunds. We will reprint or refund any book that arrives defective, damaged or not at all, if you tell us within 14 days of delivery.

Before you pay

You see a watermarked preview of your cover and three sample pages before you are charged. Nothing is charged until you decide to check out. After you pay, we make the rest of your book and print it without a separate approval step, so please check your title and captions carefully in the preview before you pay.

What we will fix or refund

  • Print defects: missing, blurry or misprinted pages, or a damaged binding.
  • Damage in transit: the book arrives damaged.
  • Lost shipments: the book does not arrive.
  • Our mistakes: we printed something different from what you entered, such as a wrong name.

In each case we will send a replacement or refund the full order price, including shipping.

What we cannot refund

  • Change of mind, or a book you no longer need.
  • Your title, captions or pages as you entered them or as shown in the preview.
  • Drawings that look different from the photo, including simplified backgrounds. Likeness varies by nature, as explained in our Terms.
  • Results affected by blurry, dark, distant or low-quality photos, or marker ink showing through the paper.
  • Delivery problems caused by an incorrect address you entered. We will still try to help.

How to ask

Email orders@memoriesmadewell.com within 14 days of delivery with your order number and a clear photo of the problem. We aim to reply within 2 business days. Please act promptly: your photos are deleted 30 days after your book ships, after which we cannot reprint it.

Cancelling an order

Printing starts soon after you order, so we generally cannot cancel once your book is in production. If you email us right after ordering and printing has not started, we will cancel and refund it.

How refunds are paid

Refunds go back to your original payment method through Shopify and usually appear within 5 to 10 business days.

Your legal rights

This policy does not limit any rights you have under the law.