MyMagnetMemory Returns and Refund Policy

Last Updated: November 2, 2025

Due to the unique and customised nature of our products, our Returns Policy adheres strictly to UK consumer law concerning personalised goods. Please read this policy carefully before placing your order.

1. Customised and Personalised Products (No Returns)

Under the Consumer Contracts Regulations (2013), products that are custom-made or clearly personalised are exempt from the standard 14-day right to cancel or return.

Therefore, we are unable to accept returns or offer refunds for any magnets that have been produced and customised using your submitted photographs, unless the item is deemed faulty or damaged upon arrival.

2. Damaged or Faulty Products (Free Replacement)

We take great care in producing and packaging your memories. If your product arrives damaged or if you believe it is faulty:

• Reporting Damage: Please contact us immediately (within 48 hours of delivery) at mymagnetmemoryuk@gmail.com.

• Evidence: To process a replacement, you must include clear photographic evidence of the damaged product and the exterior packaging.

• Resolution: Upon verification of the damage or fault, we will happily replace the affected items free of charge. You will not be asked to return the damaged item or pay for replacement shipping.

3. Customer Errors (No Refund for Mistakes)

We are unable to offer a refund or free replacement if the issue stems from an error made by the customer during the ordering process. This includes, but is not limited to:

• Spelling or Text Mistakes: Errors in any text, names, or dates submitted by you.

• Incorrect Image Selection: Uploading the wrong photograph or an image of low quality.

• Order Details: Providing an incorrect size, set, or quantity.

You are responsible for carefully checking your images and customisation details before confirming your order.

4. Colour Variation Disclaimer

Please note that the colours displayed on your monitor or mobile device may vary slightly from the final printed product. This is due to differences in screen calibration, brightness, and resolution.

• We do our best to match the colour profile of your image.

• We will not be liable for, nor will we refund or replace, any product where the colour received does not exactly match the colour displayed on your device.

5. Order Cancellation

You have the right to cancel your order only if we have not yet begun the production process (i.e., printing or cutting your magnets).

• Cancellation Process: You must send an urgent written request to mymagnetmemoryuk@gmail.com.

• Confirmation: If production has not started, we will confirm the cancellation and process a full refund within 3–7 working days.

• After Production: If production has commenced, the order cannot be cancelled, and no refund will be available.

6. Processing Time

We process all valid refunds or confirmed replacement orders within 3–7 working days of acknowledgement. The time it takes for funds to appear in your account may vary based on your bank or payment provider.