Refund & Exchange Policy

Service Email：hello@filmemories.com
Service Phone: +1(626) 639-8904

Applicable circumstances for return，refunds and exchanges

1. We handle all of our items with the utmost care. Once we ship the item, it is now out of our responsibility and we cannot be held responsible for any damage that may occur during shipping. We can help you by submitting a claim but there is no guarantee that it will be fruitful. Ultimately, you will need to request package protection before we ship it.

2. Custom posters and other products that affect secondary sales after disassembly will not be allowed for return and refund services if there are no major defects.

If you find any question on receiving your parcel, please contact us and we will find a resolvement for you. 

3. If the goods are not wanted during the transportation process, please refuse to accept the parcels when they arrive and related refunds will be processed and transferred into customers’ account once the refused parcels arrive at our warehouse abroad in America. The freight shall be borne by the buyers.

4. We only provide return, refund and exchange services within 14 days after the customer signs the receipt. Our return, exchange and refund services will not charge other handling fees

 

For Quality Problem or Our Fault Caused Problem

We will resend item or refund you once we get your photo support. You need to provide below information in the email and sent them to our customer service mail:hello@filmemories.com

1. Order number

2. The SKU of the products which need to return or exchange

3. Support pictures to shown faulty items

4. Receipt or proof of purchase.

We will evaluate the return application and solve the problem for the customer within three working days. If the refund conditions are met, the refund will be completed in one working day after the evaluation. If the conditions for the replacement are met, new products will be issued within three working days after the evaluation.

Please note! On the promise that Filmemoires has made no mistakes and the product has no major defects, all shipping costs will be borne by the customer if a return or exchange service was requested by customers.

If the problem is due to us and the product has a large defect, the freight for replacing the product will be borne by us after confirming the product situation .

Style, Size, and Photo Changes
As long as it’s within one day (24 hours) of placing your order, we can make any changes necessary. Send us an email here with your order number in the subject line and any changes in the body. We’ll get back to you ASAP and make it happen!

Address Changes
If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our factory!

Photo Quality
Better Photo = Better Product! Filmemories is not Magician!
If the bad printing result is caused by the poor quality of your photo, we will refuse the refund.

Product Image Disclaimer
Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of an item before purchasing.

Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait another two weeks before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.

Damaged / Misprinted Items
Damaged/Misprinted Items can be replaced or returned within 90 days from your original order date. After this 90 days period, Filmemories is not responsible for replacing any damaged or misprinted items.
If the product arrives defective, we will resend it free of charge or refund.
Please send us an email with your order number and an image of the product you received. Our team will reply you within 3 business days.
If you want to replace the product, we will resend you new one within 5 business days. You don’t need to send it back, because your item is specially made for you.
If you want a refund, we will apply for a refund for you within 3 business days.
If you are receiving a refund through any major credit card, the refund processing time is 1-2 business days. If you are receiving a refund through PayPal, the refund processing time is 7-10 business days.
You don’t need to send it back, because your item is specially made for you.

Cancellations/Returns
If you would like to cancel your order within 24 hours of purchase, you will receive a full refund.
If you don't enjoy your order experience, e-mail us and we'll fix any issue to make it right. We support 90 Days Money Back Guarantee. You can replace your item or get a refund within 90 days from your original order date.
If you would like to return your product because it is defective or damaged, please send us an email with your order number and an image of the product you received.

Our team will reply you within 3 business days and determine the status of your return based on the information provided.

1. How long does it take for a refund to process?
If you are receiving a refund through any major credit card, the refund processing time is 1-2 business days. If you are receiving a refund through PayPal, the refund processing time is 7-10 business days.

2. Do I need to send it back?
No, you don’t need to send it back, because your item is specially made for you.

3. Is there a fee for the refund?
A flat fee of $7 will be deducted from your refund, to cover the cost of shipping.

Note:

1. The refund processing time time may vary slightly due to different payment channels.

2. Whatever size, color, and image you upload will be printed on your item. If the incorrect size, color, or image is selected and sent out to you, Filmemories is not responsible for replacing these items.

3. When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.