Refund policy

Refund & Returns Policy

Last updated: 29 September 2026

At Rememberd., every personalised product is created especially for you. From transforming your photograph into custom artwork to producing your finished item, your order is individually made according to the information, images and personalisation instructions you provide.

Because of the personalised nature of our products, different refund and cancellation rules apply to custom-made items.

1. Cancellations Before Artwork Is Created

If you change your mind, you may request cancellation of your order before we begin creating your custom artwork.

Please contact us as soon as possible after placing your order.

If your artwork has not yet been created, we will confirm whether your order can still be cancelled and refunded.

2. Once Your Artwork Has Been Created

Once we have begun or completed the custom artwork for your order, we cannot accept a cancellation, return or refund simply because you have changed your mind.

This is because the artwork is individually created from the photograph, instructions and/or personalisation details supplied for your order and cannot ordinarily be resold to another customer.

We therefore encourage you to carefully check your:

  • Uploaded photograph;

  • Selected product, size and colour;

  • Embroidery or print preferences;

  • Names, dates, coordinates or other personalised text; and

  • Any special instructions

before submitting your order.

3. Artwork Approval

Where an artwork approval is provided, please check the artwork carefully before approving it.

Once you approve your artwork, Rememberd. will proceed with production based on that approved design.

Changes requested after artwork approval or after production has begun may not be possible and may result in additional charges.

Please remember that converting a photograph into line art, embroidery or another personalised format involves artistic interpretation. Minor differences between the original photograph, digital artwork and finished physical product are therefore not necessarily defects.

4. Incorrect Information Supplied by the Customer

Rememberd. cannot be held responsible for errors resulting from incorrect information supplied or approved by the customer, including incorrect:

Names;

Dates;

Spelling;

Sizes;

Colours;

Photographs;

Coordinates; or

Personalisation instructions.

If you notice an error, please contact us immediately. If production has not started, we will do our best to assist you.

5. Damaged, Defective or Incorrect Products

Our personalised-product policy does not remove any rights you may have under applicable South African consumer law.

If the product you receive is defective, damaged, materially different from the approved order, or we have made an error in producing your order, please contact us as soon as reasonably possible.

Please provide:

  • Your order number;

  • Your name;

  • A description of the problem; and

  • Clear photographs showing the issue.

We will assess the matter and, where appropriate and subject to applicable law, arrange a repair, replacement or refund.

We may request that the item be returned to us before completing the remedy.

6. Incorrect Size or Colour Ordered

Because Rememberd. products are personalised specifically for each customer, we generally cannot exchange a correctly produced personalised item because the customer selected the wrong size, colour or other option.

Please review the relevant sizing information carefully before ordering.

Contact person: joy@rememberd.co.za