Refund policy
Our return policy lasts 30 days from the date of delivery. If 30 days have passed since you received your order, we cannot offer a refund or exchange, except where required by applicable law.
Nothing in this policy limits or excludes any rights you have under applicable consumer protection laws, including the Australian Consumer Law (ACL), the UK Consumer Rights Act 2015, or any other applicable legislation in your country. These statutory rights cannot be excluded.
Personalised & Custom Orders
Because each box is handcrafted and made to order, we are unable to accept returns for change of mind. Returns and refunds are only accepted if:
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The item arrives damaged or defective
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The item does not match what you ordered
Slight natural variations in wood tone, finish, or crank are inherent to the handmade process and are not considered defects.
Photo Errors
It is the customer's responsibility to upload the correct photos (8 or 16) at checkout. We are not responsible for duplicate, missing, or incorrectly submitted images, and these do not qualify as grounds for a return.
Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 30 days of delivery with:
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Your order number
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A photo of the damage or fault
Depending on the issue, we will offer a replacement or full refund at no cost to you.
Refund Process
Once your return is approved, your refund will be processed to your original payment method within 5–10 business days.
If you haven't received your refund after this period:
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Check your bank account
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Contact your credit card provider
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Contact your bank
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If still unresolved, email us at boxedmem@gmail.com
Exchanges
We only replace items that are faulty or damaged. For exchanges, email: helpboxmemories@gmail.com
Return Shipping
Return shipping costs are the customer's responsibility and are non-refundable, unless the return is due to our error or a faulty product.
🇬🇧 UK Customers — Additional Rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt, except for personalised or custom-made items, which are exempt from the standard cancellation right.
🇦🇺 Australian Customers — Additional Rights
Your purchase is covered by the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss.accc+1
🇨🇦 Canada & 🇺🇸 USA
Returns are accepted under the conditions outlined above. Sale items are final sale and non-refundable, except where required by law.