Refund policy

Return & Refund Policy

At SnapStory, every album is customised and created especially for you. Because each product is personalised and made to order, we do not accept returns, exchanges, cancellations, or refunds once an order has been confirmed and production has begun.

Damaged or Defective Products

We take great care in creating and packaging every SnapStory album. However, if your order arrives damaged or has a manufacturing/printing defect, please contact us within 3 days of receiving your order.

To help us resolve the issue quickly, please:

  • Email us within 3 days of delivery with your order number.

  • Share clear photographs of the damaged or defective product.

  • Share photographs of the packaging and shipping box.

  • Where possible, provide an unboxing video showing the condition of the package when opened.

After reviewing the issue, if the damage or defect is determined to have occurred during production or transit, we may offer a replacement of the affected product.

No Returns for Customised Products

Since every SnapStory album is personalised and produced specifically according to the details submitted by the customer, we cannot accept returns or exchanges due to:

  • Change of mind

  • Incorrect photos or content uploaded by the customer

  • Incorrect personalisation details provided by the customer

  • Spelling or information errors submitted by the customer

  • Preference regarding the final design or appearance

  • Any other reason unrelated to a manufacturing defect or damage during delivery

Please carefully review all photos, names, dates, messages, and other details before placing your order.

Order Cancellation

Once your customised album has entered production, the order cannot be cancelled or modified.

If you need to make a change to your order, please contact us as soon as possible after placing the order. We will try our best to accommodate the request if production has not yet started.

Refunds

As our products are customised and made specifically for each customer, refunds are not provided for customised orders, except where required by applicable law.

If an order is approved for a refund in an eligible situation, the refund will be processed to the original payment method.

Contact Us

For any concerns regarding a damaged or defective order, please contact us within 3 days of delivery with your order number and supporting photographs.

We are committed to making sure your memories reach you safely and beautifully.