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This Return & Refund Policy explains when you may request a refund, replacement, cancellation, or correction for products purchased from sendamemory.store.
This policy applies to purchases made from:
Send A Memory d.o.o.
Duvanjska 5
21000 Split
Croatia
OIB: 52134228576
Email: support@sendamemory.store
Phone: +385 99 870 2775
1. General Policy
At Send A Memory, we create personalized postcards and related products based on the information, photos, text, addresses, and design choices submitted by the customer.
Because many of our products are personalized or custom-made, returns and refunds may be limited once production has started or the digital product has been delivered.
However, we want every customer to receive the product they ordered in good condition. If there is an issue caused by us, our printing process, or a production error, we will make it right.
2. Digital Products
Digital products include downloadable, email-delivered, or otherwise electronically provided postcard files, designs, or digital versions of your customized product.
Due to the nature of digital products, all sales of digital products are generally final once the digital file has been delivered or made available to you.
We may offer a refund or correction for a digital product if:
- The file is defective or cannot be opened due to a technical issue caused by us
- You received the wrong digital file
- The final digital product does not match the order due to an error on our side
- The file was not delivered due to a technical issue on our side
We do not usually offer refunds for digital products if:
- You changed your mind after the file was delivered
- You provided incorrect text, image, name, address, or other order details
- You no longer need the product
- You expected a different result but approved or submitted the relevant content
- The issue is caused by software, device, or email settings outside our control
If there is a technical problem with your digital product, contact us at support@sendamemory.store within 14 days of purchase.
3. Personalized Printed Products
Printed postcards and other printed products are custom-made based on the content submitted by the customer.
Because personalized printed products are made specifically for you or your recipient, they cannot usually be returned simply because you changed your mind.
We may offer a replacement, reprint, or refund if:
- The product arrives damaged
- The product has a printing defect
- You received the wrong product
- We printed text, images, or design elements incorrectly compared to the order you submitted
- The product was not produced according to your confirmed order due to an error on our side
We do not usually offer refunds or replacements if:
- You entered the wrong recipient address
- You submitted incorrect spelling, text, dates, names, or personal details
- You uploaded a low-quality, blurry, dark, cropped, or unsuitable image
- You changed your mind after the order entered production
- The recipient refuses delivery
- The delivery is delayed due to postal service, customs, weather, strikes, holidays, or other circumstances outside our control
- The order cannot be delivered because the recipient was unavailable or the address was incomplete
4. Damaged or Defective Items
If your printed product arrives damaged or defective, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A short description of the issue
- Clear photos of the damaged or defective product
- Clear photos of the packaging, if the package was damaged
- The email address used to place the order
After reviewing your request, we may offer one of the following:
- A free replacement
- A free reprint
- A partial refund
- A full refund
The remedy will depend on the nature and severity of the issue.
5. Incorrect or Incomplete Customer Information
Customers are responsible for checking all order details before submitting an order, including:
- Recipient name
- Recipient address
- Sender name
- Message text
- Uploaded image or photo
- Product type
- Design selection
- Email address
- Phone number, where provided
We are not responsible for errors submitted by the customer.
If you notice a mistake after placing your order, contact us immediately at support@sendamemory.store.
We will do our best to correct the order before production or shipment, but we cannot guarantee changes once production has started or the order has been shipped.
6. Order Cancellations
You may request cancellation of an order by contacting us as soon as possible at:
Cancellation is possible only if:
- The order has not yet entered production
- The digital product has not yet been generated or delivered
- The printed product has not yet been printed, packed, or shipped
If the order has already entered production, been printed, shipped, or delivered digitally, cancellation may no longer be possible.
7. Shipping Delays and Lost Shipments
Estimated delivery times are not guaranteed unless explicitly stated at checkout.
We are not responsible for delays caused by:
- Postal or courier services
- Customs processing
- Incorrect or incomplete delivery information
- Local holidays
- Weather conditions
- Strikes
- High seasonal demand
- Events outside our reasonable control
If your shipment appears to be lost, please contact us at support@sendamemory.store.
We may investigate the shipment status with the relevant postal or courier service. Depending on the circumstances, we may offer:
- A replacement
- A reprint
- Store credit
- A partial refund
- A full refund
For a shipment to be considered lost, a reasonable delivery period must have passed. This period may vary depending on the destination country and shipping method.
8. Right of Withdrawal for EU Consumers
If you are a consumer located in the European Union, you may have a legal right to withdraw from certain online purchases within 14 days without giving a reason.
However, under EU consumer protection rules, the right of withdrawal may not apply to goods that are made to the customer’s specifications or clearly personalized.
Because our printed postcards and personalized products are custom-made based on your submitted content, the 14-day withdrawal right generally does not apply once we start producing the personalized product.
For digital products, the right of withdrawal may also be lost once the digital content has been delivered, if you gave prior consent to immediate delivery and acknowledged that you lose the right of withdrawal.
This does not affect your legal rights if a product is defective, damaged, wrongly delivered, or not as described.
9. Refund Method
Approved refunds will be issued to the original payment method used for the purchase, unless otherwise agreed.
Refund processing times may vary depending on your bank, card issuer, payment provider, or payment method.
We are not responsible for delays caused by banks or payment providers after the refund has been processed from our side.
10. Partial Refunds
In some cases, we may offer a partial refund instead of a full refund.
Partial refunds may apply when:
- Only part of the order is affected
- The issue is minor and does not prevent use of the product
- The customer chooses to keep the product despite a small defect
- Shipping costs or third-party fees are non-refundable where legally permitted
11. Replacement and Reprint Conditions
If we approve a replacement or reprint, we may use the same customer-submitted content, design, address, and order details unless otherwise agreed.
We may refuse a replacement or reprint if:
- The issue was caused by incorrect customer-submitted information
- The customer cannot provide reasonable proof of the issue
- The request is made outside the stated time period
- The claim appears fraudulent, abusive, or inconsistent with order records
12. Non-Refundable Items and Services
Unless required by law, the following are generally non-refundable:
- Delivered digital products
- Personalized printed products already in production
- Personalized printed products already shipped
- Gift cards or promotional credits
- Shipping fees, where the shipment was completed or attempted
- Orders affected by customer-submitted mistakes
- Orders delayed due to postal or courier services outside our control
13. How to Request a Refund, Replacement, or Cancellation
To request a refund, replacement, reprint, correction, or cancellation, contact us at:
Please include:
- Order number
- Full name
- Email address used for the order
- Description of the issue
- Photos or screenshots, where relevant
- Preferred resolution, if any
We aim to review refund and replacement requests within 5 business days.
14. Abuse and Fraud Prevention
We reserve the right to refuse refunds, replacements, or cancellations where we reasonably suspect:
- Fraudulent activity
- Abuse of our refund policy
- False damage claims
- Repeated claims without valid reason
- Attempts to obtain free products or services dishonestly
This does not limit your statutory consumer rights.
15. Contact
For any questions about this Return & Refund Policy, contact us at:
Send A Memory d.o.o.
Duvanjska 5
21000 Split
Croatia
OIB: 52134228576
Email: support@sendamemory.store
Phone: +385 99 870 2775