Refund Policy

Effective from: 1 June 2026 Last updated: 1 June 2026 Document version: 1.0 --- 1. General position Touch.Memories produces exclusively personalised photo products made to individual order. Every item is created specifically for you — based on your photos, your wishes and your chosen dimensions. For this reason, special return rules apply. --- 2. What is NOT eligible for return 2.1. Customers in Ukraine Under Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19.03.1994, Annex 3, paragraph 11, our personalised photo products are not subject to exchange or return at the buyer's discretion (i.e. without cause). This applies to: - Photo books with any cover type - Photo magazines and travel books - Calendars with personal photos - Star map posters - Magnets, puzzles, photo prints 2.2. Customers in the European Union Under EU Directive 2011/83/EU, Art. 16(c), the 14-day right of withdrawal (return without cause) does not apply to goods made to the consumer's specifications. --- 3. When a return IS possible 3.1. Manufacturing defect (our fault) If the product has a defect caused by us: - Printing errors (wrong photos, texts, dates) - Poor gluing or stitching - Defective cover material - Size different from the one ordered What to do: notify us within 3 business days of receiving your order at hello@touchmemories.com.ua, attaching photos of the defect. What we do: at our choice — remake the product free of charge OR refund the full amount paid. 3.2. Damage in transit If the parcel arrives damaged: Before accepting the parcel, please: 1. Inspect the parcel in the presence of the postal worker or courier 2. If it is damaged — draw up a damage report at the branch 3. Photograph the damage to the parcel and the product 4. Send us the report and photos at hello@touchmemories.com.ua What we do: remake the product free of charge and ship it again. ⚠️ Without a carrier damage report we cannot file a claim with Nova Poshta. 3.3. Wrong item received If you received a different product from the one you ordered: What to do: notify us within 3 business days of receipt at hello@touchmemories.com.ua with a photo of the received item and your order number. What we do: produce the correct product free of charge. --- 4. Before returning anything 1. Contact us first: hello@touchmemories.com.ua or touch.memories3@gmail.com 2. Include in your message: - Order number - Photo or video of the defect - Description of the problem - Preferred resolution (remake / refund) 3. Wait for our reply — we respond within 3 business days ⚠️ Do not send the product back without prior agreement — otherwise the shipping costs will be yours. --- 5. How refunds are processed - Amount: the full amount paid for the product, excluding delivery costs - Method: refund to the same bank card used for the payment - Timeframe: up to 14 business days from the refund decision - Payment partner: refunds are processed via Monobank Your bank may need additional time to process the refund (up to 7 days). --- 6. Order cancellation 6.1. Before production starts If we have not yet started producing your order, you may cancel it: - Write to hello@touchmemories.com.ua with your order number - We will refund the full amount to the same card within 14 business days 6.2. After production has started Cancellation is not possible — the product is already being made individually for you. --- 7. Special situations 7.1. Delivery delays In case of a significant delay caused by the carrier we do not refund automatically, but we: - Help clarify the situation with Nova Poshta - File a claim with the carrier on your behalf - In case of a confirmed lost parcel — remake the product free of charge 7.2. Force majeure Due to the war in Ukraine, production or delivery delays are possible because of: - Air raid alerts and shelling - Blackouts - Evacuation In such cases we: - Do our best to fulfil the order within a reasonable time - Can cancel the order with a full refund at your request (if production has not started) --- 8. Disputes Ukraine: State Service of Ukraine on Food Safety and Consumer Protection — https://dpss.gov.ua EU: EU Online Dispute Resolution platform — https://ec.europa.eu/consumers/odr --- 9. Contacts General enquiries and returns: hello@touchmemories.com.ua Formal complaints: touch.memories3@gmail.com Website: https://touchmemories.com.ua