Refund policy

Refund & Return Policy
Last updated: October 1, 2026

United States

All Memoried maps are printed on demand and individually made for each order. Because every map is produced specifically for you, orders shipped to the United States are not eligible for returns or exchanges, and all sales are final. Please review your order carefully before completing your purchase.

This does not affect your rights if something goes wrong: if your order arrives damaged, defective, or is not what you ordered, we will replace it or refund you – see "Damaged, defective or incorrect items" below.

European Union 

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party you have named (other than the carrier), received the goods.

To exercise your right of withdrawal, please inform us by a clear statement (for example by e-mail to support@memoried-canvas.com or by letter to the address below), or use our withdrawal form. It is sufficient to send your notice before the withdrawal period expires.

After we receive your notice, we will send you the return address and instructions. Please send the goods back within 14 days of notifying us. We will send you a return shipping label and cover the return shipping costs. You are only liable for any loss in value of the goods if it results from handling beyond what is necessary to check their nature, characteristics and functioning.

We will refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the goods back or you have provided proof that you have sent them. The refund is made using the same payment method you used for the original purchase.

The right of withdrawal does not apply to products made to the customer's individual specifications or clearly personalized (for example maps with custom text or a custom design).

Damaged, defective or incorrect items
Please inspect your order when it arrives. If your item is damaged, defective, or you received the wrong item, contact us within 14 days of delivery at support@memoried-canvas.com with your order number and photos of the product and packaging. We will send you a free replacement or issue a full refund. You will not bear any costs for this. This applies to all orders, including orders shipped to the United States. Statutory warranty rights remain unaffected.

Gift cards
Gift cards cannot be returned or refunded.

Exchanges
We do not offer direct exchanges. Within the EU, you can withdraw from your order as described above and place a new order for the item you want.

Refunds
We will notify you by e-mail once your refund has been approved. Refunds are issued to your original payment method within 10 business days (for EU withdrawals, no later than the statutory 14 days). Please note that your bank or card provider may need additional time to process the refund. If you paid in installments through a third-party provider (such as Affirm), the refund is processed through that provider, who will adjust your payment plan accordingly.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@memoried-canvas.com.

Contact
Moments Forever GmbH
Dieselstraße 2
41469 Neuss, Germany
support@memoried-canvas.com