Refund policy
Return & Refund Policy
At Proud Memories, every canvas is custom-made using the photo you provide. Because each order is personalised specifically for you, we are unable to accept returns or offer refunds for change of mind, incorrect photo uploads, or customer ordering mistakes.
Damaged, Defective or Incorrect Orders
Please inspect your order upon arrival.
If your canvas arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
Once reviewed, we will arrange a replacement or refund where appropriate.
Personalised Products
As all products are custom-made and personalised, they cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
This includes:
- Custom photo canvases
- Personalised artwork
- Special custom orders
Please ensure all uploaded photos are correct and of suitable quality before placing your order.
Order Cancellations
Orders may be cancelled only before production has begun.
Once production has started, personalised orders cannot be cancelled.
European Union Consumer Rights
Under EU consumer protection regulations, personalised products made to the customer's specifications are exempt from the standard 14-day cooling-off period.
Therefore, custom-made photo canvases are not eligible for cancellation or return once production has commenced, except where the item is faulty, damaged, or supplied incorrectly.
Refunds
If a refund is approved due to damage, defect, or an error on our part, the refund will be issued to the original payment method within 10 business days.
Please note that banks and card providers may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Contact Us
For any questions regarding returns, refunds, or order issues, please contact: