Refund policy

FirstMemories Returns & Refund Policy

Last updated: 31 August 2025

Thank you for choosing FirstMemories to capture life's most precious moments. Your satisfaction is our top priority, and we are dedicated to providing a wonderful experience as you create a beautiful, lasting keepsake.

Because each FirstMemories book is a deeply personal, one-of-a-kind product, we have a specific policy outlined below.

1. Our 90-Day Money-Back Guarantee

We are confident you will love the FirstMemories experience. However, if for any reason you are not completely satisfied, we offer a 90-day money-back guarantee.

You can request a full refund within 90 days of your original purchase date, no questions asked. This guarantee applies whether you have started building your book or not.

To request a refund under this guarantee, please contact our support team at support@firstmemories.co with your order number.

2. Notice for European Union (EU) Customers

Customers residing in the European Union have a statutory right to withdraw from a contract for services within 14 days of the original purchase date without giving any reason.

FirstMemories is pleased to offer all our customers, including those in the EU, a policy that extends significantly beyond this legal requirement. Our 90-Day Money-Back Guarantee is our commitment to your satisfaction and serves as our primary policy for all cancellations and refunds.

If you are an EU customer and wish to exercise your right of withdrawal within the first 14 days, your request will be processed promptly and in full under the terms of our 90-Day Money-Back Guarantee.

3. Policy After 90 Days

After the 90-day guarantee period has expired, your FirstMemories purchase becomes non-refundable.

This policy is in place because we incur significant marketing, platform, and operational costs upfront to support your year-long journey with us. Please note that the statutory right of withdrawal does not apply to goods made to a consumer's specifications or which are clearly personalised, such as your final printed book. We appreciate your understanding.

4. Damaged or Defective Items

We stand by the quality of our craftsmanship. While we cannot offer refunds after 90 days, we will absolutely offer a replacement if your final printed book arrives with issues stemming from our production process.

This policy covers:

  • Significant manufacturing defects (e.g., binding errors, pages that are upside down, smeared ink).

  • Damage sustained during shipping (e.g., bent corners, water damage).

If your book arrives damaged or defective, please contact us within 14 days of receiving your order.

To report an issue, please email support@firstmemories.co with:

  1. Your order number.

  2. A clear description of the issue.

  3. Clear photos showing the defect or damage. This is required for us to process a replacement.

Upon review, if we determine the issue is due to a manufacturing or shipping fault, we will arrange for a free replacement to be sent to you as quickly as possible.

5. Your Responsibility for Content

You are the author of your FirstMemories book! The final printed product will reflect the photos and stories that you or the recipient uploaded throughout the year.

FirstMemories is not responsible for:

  • Spelling, punctuation, or grammatical errors in the stories you have written.

  • Low-resolution or poor-quality photos that were uploaded by the user. We recommend always uploading the highest quality images available.

  • Content choices or any other creative decisions made during the book-building process.

Please double-check your entries each week. We cannot offer refunds or replacements for errors introduced by the user.

6. Policy for Gift Purchases

Our 90-Day Money-Back Guarantee applies to all gift purchases.

  • Refund Window: The 90-day period begins on the original date of purchase, not on the date the gift is received or redeemed by the recipient.

  • Refunds: In the event a refund is issued, it will be processed back to the original payment method used by the gift purchaser. We cannot issue refunds directly to the gift recipient.

  • Recipient Support: If a gift recipient is having trouble redeeming their gift code or using the service, they should contact our support team for assistance. We are here to help!

How to Contact Us

For any questions about your order or this policy, please do not hesitate to reach out to our customer support team.

  • Email: support@firstmemories.co

  • Contact Page: https://firstmemories.co/pages/refund-policy

We reserve the right to update this Returns Policy at any time. Thank you for your understanding.