Refunds & returns

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Printed books

Damaged, misprinted or faulty

If your book arrives damaged, has a printing fault (for example missing or blurry pages, wrong trim, or binding problems) or isn't what you ordered, email hello@memoriesbycolour.com.au with your order number and a photo. We'll reprint it free of charge or refund you — your choice for a major failure. You don't need to send the book back.

Lost in transit

If tracking shows no progress for 10 business days past the delivery estimate, contact us and we'll investigate and reprint or refund.

Change of mind

Because every book is personalised with your photos and printed to order, we don't offer refunds for change of mind once production has started. You can cancel for a full refund within 2 hours of ordering, or until the order shows "Sent to printer" — whichever is earlier. This doesn't affect your rights under the ACL. Customers in the UK/EU: personalised goods are exempt from the 14-day cancellation right.

Digital PDFs

Your PDF is emailed as soon as your full-quality drawings are ready, usually within 10 minutes of payment. Change-of-mind refunds aren't available once the download link has been sent. If the file is faulty, won't open or never arrives, contact us and we'll fix it or refund you.

How refunds are paid

Refunds go back to your original payment method, usually within 5–10 business days.

Questions? Contact support.