Return & Refund Policy: Memory Canvas Co

Custom, Made-to-Order Products

Every item we sell (paint by numbers, diamond art, and wooden puzzle kits) is custom made from the photo you upload. Because each piece is produced specifically for you and can't be resold to anyone else, we're not able to offer refunds or exchanges for change of mind, wrong size selected, or similar.

Please double-check your photo, size, colour, and frame selections before completing your order. If you've just placed an order and need to change something, contact us straight away, we may be able to make changes before printing begins.

Your Rights Under the Australian Consumer Law

The above doesn't affect your rights under the Australian Consumer Law (ACL). Regardless of a product being custom-made, you're entitled to a repair, replacement, or refund if your item:

• arrives faulty or damaged
• is significantly different from what was described or shown at checkout
• isn't fit for the purpose it was sold for

These guarantees can't be excluded by any policy, ours included. If you believe your order falls into one of these categories, contact us at memorycanvas@gmail.com with your order number and photos of the issue, and we'll sort out a repair, replacement, or refund.

Damaged or Lost in Transit

If your parcel arrives damaged, or never arrives, this is covered separately under our [Shipping Policy], not this one, contact us and we'll arrange a replacement or refund at no cost to you.

How Refunds Are Processed

Where a refund is approved (faulty, not as described, or lost in transit), it will be issued to your original payment method. Please allow up to  5–10 business day for the refund to appear, depending on your bank or card provider.

Contact Us

Questions about a return or refund? Email memorycanvas@gmail.com with your order number and we'll get back to you.