Refund & reprint policy

The short version

Because every Memoricol book is custom-made with your photos, we don’t offer change-of-mind refunds. But if your book arrives with a print defect, the wrong photos, missing pages, or anything else that wasn’t what you ordered, we’ll reprint it or refund you in full. You have 14 days from delivery to let us know. One thing to know up front: for your privacy, we delete your photos and print files the moment your book ships (see our privacy policy), so a reprint means uploading the same photos again through a private link we send you. It takes a minute, and there’s no charge for the reprint.

When we’ll send a free reprint

• Print defects: smudges, ink streaks, missing pages, blank pages where there should be content, pages bound in the wrong order, colour issues on the cover.
• Wrong cover or wrong personalisation, if the name or cover text we printed doesn’t match what you entered on your order.
• Damaged in transit: torn, soaked, or bent in a way that affects the book’s usability. We’ll need a photo of the damage and the packaging.

For all of these: email hello@memoricol.com.au within 14 days of delivery with your order reference and a clear photo of the issue. We’ll either refund the full order value to your original payment method, or, if you’d prefer a reprint, send you a private link to re-upload the same photos so we can remake the book at no charge. Because your original photos are deleted when the book ships, we can only reprint from photos you upload again. If you no longer have them, we’ll refund you instead.

When we’ll refund you in full

• You cancel before we send for print: that’s the window between placing your order and us sending it to the printer. Email us, we’ll refund within 3 working days.
• We can’t make your book, for example if all the photos you uploaded are too low resolution and we can’t generate quality line-art, or if your order falls into one of the categories we can’t print (see our terms).
• We don’t ship in time: if it takes us more than 21 working days from when your order is ready to make (payment and photos both in) to ship, and you’d rather just have your money back than wait.

When we can’t reprint or refund

Once your order has been sent to print, we lock in what gets printed. If you decide afterwards that you’d rather have used a different photo or spelled the name differently, that’s a change of mind, so we can’t reprint it on us, but you’re very welcome to order another book.

We also can’t refund a book that arrived more than 14 days ago unless there’s a genuine quality issue we couldn’t have seen earlier.

Photos in the printed book

The AI we use to turn your photos into colouring pages is good but not perfect. If you spot a page in your finished book that you think is a poor likeness or below standard, send us a photo within 14 days and we’ll make it right: we’ll send you a link to re-upload your photos and remake the book at no charge, or refund you, your call.

How a refund is paid

Refunds go back to the original payment method via Stripe. Card refunds usually clear within 3–5 business days; Apple Pay and Google Pay can take up to 10 business days depending on your bank.

Your Australian Consumer Law rights

This policy sits alongside, not instead of, your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If a Memoricol book has a major failure, you’re entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss.