Refund policy
Our 90-Day Happiness Guarantee
Every HeldMemory kit is covered by a 90-day happiness guarantee. If you are not happy with your keepsake for any reason, contact us within 90 days of receiving your order and we will make it right with a replacement or a full refund.
How to request a refund or replacement
Email us at support@heldmemory.com or use the contact form on our website. Include your order number and a short note about what went wrong. A photo helps us improve, but it is not required for approval.
What is covered
- Kits that arrive damaged or with missing components
- Clay that arrives dried out or unusable
- Frames with cracks, chips, or assembly defects
- Simply not being happy with the result, within 90 days of delivery
Refund processing
Approved refunds are issued to your original payment method within 5 to 10 business days of approval. If you prefer a replacement kit, we will send one at no charge.
Returns
In most cases you do not need to return the product. If a return is required, we will provide instructions and cover reasonable return costs for defective items.
Questions? Write to support@heldmemory.com and a real person will reply.
