Refund policy

Returns, Refunds and Cancellations

Last updated: September 18, 2026

Every Heirloom Memories gift is personalized. If something is wrong with your order, please contact us so we can help.

Include your order number and a short explanation of the issue.

Cancellations and Changes

Please contact us as soon as possible if you need to cancel or change your order.

The options available may depend on whether artwork preparation, printing, assembly, or shipping has begun. We will explain the order’s current status and the available options before proceeding.

Any cancellation charges or deductions must have been disclosed and agreed to before purchase or separately accepted by you, and must comply with applicable law. This policy does not introduce a cancellation fee.

If we cannot fulfil your order and you do not accept an alternative, we will refund the unfulfilled purchase.

Personalized Products and Changes of Mind

Because each product is made for a particular customer, a change-of-mind return or exchange may not always be possible after production begins. Contact us so we can review your request.

This does not affect your rights when a product is defective, damaged, incorrectly supplied, or materially different from its description or approved artwork.

Artwork Approval

Please carefully check names, spelling, dates, photographs, cropping, and layout before approving your artwork.

If an issue is present in the proof you approved and the finished product accurately follows that proof, contact us to discuss correction or reprinting options. We will explain any proposed cost before you agree to additional work.

Approval does not excuse a production error, defect, or a product that differs materially from the approved artwork.

Damaged, Defective or Incorrect Items

Please notify us promptly if your order arrives damaged, contains the wrong item, or has a defect.

Where reasonably possible, provide:

Your order number.
A description of the problem.
Photographs of the item and any damaged packaging.

Keep the item and packaging while we investigate, where practical. If you cannot provide photographs or retain packaging, contact us anyway; this does not automatically remove your rights.

We will assess the problem and arrange an appropriate remedy, which may include repair, replacement, or a refund, as required by applicable law.

Returning an Item

Contact us before sending an item back so we can provide the correct return instructions. Our published mailing address is not automatically the return destination.

If a return is required because we supplied a defective, damaged, or incorrect item, we will arrange an appropriate return method at our expense.

For any other return we agree to accept, we will explain the return arrangements and any agreed shipping costs in advance. These instructions do not restrict a statutory cancellation or return right.

Gallery and QR Code Problems

If your QR code, gallery, photographs, audio, or video do not work as expected, contact us with your order number and a description of the issue.

We will investigate and work to restore the purchased functionality. If the issue cannot be resolved, we will discuss an appropriate remedy in accordance with applicable law.

Please keep a separate copy of your original photographs and recordings.

Refund Processing

When a refund is approved, we will confirm the amount and process it promptly, within any legally required timeframe.

Refunds will normally be returned to the original payment method. Your bank or payment provider may require additional time to display the credit.

We will not substitute store credit for a refund you are legally entitled to without your agreement.

Your Consumer Rights

Nothing in this policy limits cancellation, refund, warranty, or other consumer rights that cannot lawfully be excluded.

For assistance, contact hello@heirloom-memories.ca.