Souvenir

Refund & Returns Policy

Last updated: May 19, 2026

Every Souvenir book is made just for you. Because every book is custom and ships from our print partner, all sales are final. What we will always do: if the book that arrives is defective, damaged, or wrong through any fault of ours, we'll make it right — a reprint or a refund, at our discretion. The rest of this page is the detail.

1. The short version

All sales are final. Souvenir does not offer order cancellations or refunds for change of mind, design mistakes, or shipping addresses entered incorrectly. We do offer a remedy when the problem is genuinely on our side: a defect in manufacturing, damage in shipping, or a clear fulfillment error. Email us within 30 days of delivery with your order number and photos of the issue and we will respond within three business days.

2. No cancellation window

Once your payment is confirmed, your printable file is sent to our print partner and production begins immediately. There is no cooling-off period and no window during which an order can be cancelled. Review your design carefully before you place the order. Once the order is placed, it is committed.

We recognize this is stricter than the policy of some retailers. The reason is the cost structure of custom one-off printing: every order is set up, printed, bound, and shipped specifically for you, and no one else can use that book if you cancel. There is no inventory to restock.

3. No change-of-mind returns

We cannot accept returns or issue refunds for:

  • Change of mind after the order has been placed.
  • Typos, missing captions, or wrong text in your design.
  • Photos that print blurry because the original file was low-resolution. We show resolution warnings in the editor; please heed them.
  • Color differences between what you saw on your screen and what was printed. Screens are backlit and use a different color model from printed ink on paper. Cool whites can look warm; vivid blues can shift; deep blacks can appear flatter in print. We cannot guarantee a perfect color match.
  • Choice of book size, paper, or cover that you later wish you had picked differently.
  • Shipping addresses you entered incorrectly. Once the package is in the carrier's hands, undeliverable packages and address mistakes are between you and the carrier; we will help you file a claim but cannot reprint at our expense.
  • Estimated delivery dates that proved optimistic — these are estimates from the carrier, not guarantees from us.

We don't accept book returns. If we agree to a refund or a reprint, you keep the original book unless we specifically ask for it back.

4. What we will always make right

Some defects are clearly on our side. For these we will reprint the affected book at our cost or issue a refund, at our discretion:

  • Manufacturing defects — torn or warped pages, binding that comes apart, cover defects, missing pages, double-printed pages, registration or print-quality issues that are outside our print partner's normal spec.
  • Damage on arrival — the box arrived damaged or the book is unusable due to shipping damage. Photos of the package and the book help us file a claim with the carrier.
  • Wrong product shipped — you receive someone else's book, the wrong size, the wrong paper, or otherwise not what you ordered.
  • Missing items — your shipment arrived short of what was ordered.
  • Severe color drift outside the print partner's spec — note that some color difference is normal (see Section 3); a print that is dramatically and obviously off is not.

We decide between reprint and refund based on the specifics. If you have a preference, tell us when you report the problem and we'll do our best to accommodate it.

5. How to report a problem

Email support@souvenir.press within thirty (30) days of delivery. Include:

  • Your order number (from the order confirmation email).
  • A short description of the problem.
  • Clear photos showing the issue: a wide shot, a close-up of the defect, and a shot of the shipping box if damage occurred in transit.
  • Any shipping documentation if the issue is delivery-related.

We aim to respond within three business days. If your report is past the 30-day window we may decline to act on it. Please don't ship the book back unless we specifically ask you to.

6. How long refunds take

Once we approve a refund, the money returns to your original payment method through Stripe. Most cards see the refund within five to ten business days, though some banks take longer. We don't control the timing of bank-side processing; if your refund is past two weeks, let us know and we'll send you the Stripe refund confirmation so you can take it to your bank.

Refunds are issued to the original payment method only. We don't refund to a different card, to gift cards, or to cash equivalents.

7. Multi-recipient orders

If you ordered multiple copies shipped to multiple recipients and only one copy has a defect, we resolve that one copy — not the entire order. Send us photos of the affected book and the recipient label and we'll handle the reprint or refund for that copy specifically.

8. International customers

Souvenir ships worldwide. The rules above apply to every customer regardless of where you live, with the following notes for specific regions.

European Union and United Kingdom

Under the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have the right to withdraw from a distance purchase within fourteen days. That right does not apply to goods made to your specifications or clearly personalized — including a Souvenir photobook, which is custom-printed for you based on the photos, text, and layout you chose. This exemption is set out in Article 16(c) of Directive 2011/83/EU and Regulation 28(1)(b) of the UK Regulations.

Nothing in this policy affects your statutory rights under EU or UK consumer law for products that turn out to be faulty, not as described, or not of satisfactory quality. The defect, damage, and fulfillment-error protections in sections 4 and 5 apply equally to international customers and are intended to deliver — at minimum — what those laws require.

Australia

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. To exercise these rights, follow the reporting steps in section 5.

Other countries

If you live in a country whose consumer-protection law gives you rights beyond what is described in this policy, those rights still apply. This policy is not intended to limit any right that cannot be limited by contract under the law of the place where you live.

Customs duties and import taxes

For shipments outside the United States, you may be responsible for customs duties, import taxes, VAT collected at the border, or other charges imposed by your country's authorities. These are not included in the price you pay at checkout. They are typically collected by the carrier on delivery or by your country's customs service. We do not refund customs charges. If you refuse delivery to avoid customs charges, the order is not eligible for a refund.

9. Contact

For all refund-related questions and problem reports, email support@souvenir.press. For everything else — including the rules that govern your overall use of the Service — see our Terms of Service and Privacy Policy.