Returns policy — Thanks For The Memories

Our returns policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. If 7 days have passed since you received your order, unfortunately we are unable to offer a refund or exchange.

Because our magnets are custom-made to order using photos you supply, we are generally unable to accept returns simply because you changed your mind. However, if there is a quality issue with your order we will always make it right.

To be eligible for a return, your item must be in the same condition you received it and in its original packaging. You'll also need your proof of purchase.

Start a return

Enter your order reference (from your confirmation email) and the email address you ordered with, and we'll be notified straight away.

Returns process

To begin a return, email us at creative@thanksforthememories.co.nz with your full name, order number, and the reason for your return. This helps us set aside any items you may need for an exchange.

Returns must be received within 7 business days of you receiving your order. Exchange is subject to availability. Returns and exchanges received outside of this timeframe will not be accepted.

You are responsible for paying your own return shipping costs unless the item is defective or damaged. Original shipping costs are non-refundable, unless the fault is ours.

Once your return has been received and confirmed to be in original condition, we'll either arrange redelivery of your exchange or process a refund to your original payment method. Please allow a few business days for your bank to process the refund.

Damages and issues

We take special care to check every order before it's sent to you. In the unlikely event that you receive a faulty or damaged item, please contact us at creative@thanksforthememories.co.nz within 7 business days of receiving your parcel, outlining the issue and attaching photos where possible.

All items returned as faulty will be inspected on receipt. Items deemed subject to general wear and tear or mishandling will not be accepted as faulty.

In the first instance we will offer a direct replacement. If we're unable to provide a replacement we will offer a full refund including any shipping costs incurred.

Please inspect your order on arrival and contact us immediately if anything is wrong so we can put it right as quickly as possible.

Photo quality

Because we print the photos you supply, we are unable to offer refunds or replacements where the print quality reflects the quality of the original image provided (for example, low-resolution, blurry, or heavily compressed photos).

We display a resolution warning on our website if your uploaded photo may not meet our minimum quality threshold. Please take note of this warning before placing your order. If you're unsure about a photo, get in touch before ordering.

Cancellations

Once an order has been placed and work has begun on your magnets, we are unable to cancel the order. If you ordered incorrectly and your order has not yet been printed, please contact us immediately at creative@thanksforthememories.co.nz and we will do our best to accommodate a change or issue a credit.

Non-returnable items

We cannot accept returns on custom-made items where the issue is with the photo provided by the customer, or on gift card purchases.

Your rights under the Consumer Guarantees Act 1993 (New Zealand) are not affected by this policy.