RETURN & REFUND POLICY

At FINDSY, we want you to feel confident about your purchase. If something isn’t right with your order, we’re here to help.

RETURN ELIGIBILITY

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

• Be unused and in the same condition that you received it.
• Not have been written in, marked, altered, personalized, or otherwise used.
• Be returned in its original packaging.
• Include all original components included with the order.
• Be accompanied by proof of purchase or your order number.

Because products such as the School Years Memory Keeper are intended to be filled in and used as personal keepsakes, we cannot accept a return once the product has been written in, marked, customized, or used.

Items returned without prior approval may not be accepted.

NON-RETURNABLE ITEMS

We cannot accept returns for:

• Memory Keepers or other products that have been written in, marked, personalized, altered, or used.
• Items that have been damaged after delivery through improper use, handling, or storage.
• Products returned without their original packaging.
• Items missing original components.
• Clearance or final sale items, if clearly marked as final sale at the time of purchase.
• Gift cards.

This does not affect any rights you may have under applicable consumer protection laws.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, incomplete, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

• Your order number.
• A brief description of the issue.
• Clear photos showing the product and, where relevant, the packaging it arrived in.

For a damaged School Years Memory Keeper, please include photos clearly showing the affected area of the book.

We’ll review the issue and, if your claim is approved, provide an appropriate replacement or refund at no additional cost.

RETURN SHIPPING

If your return is approved for reasons other than a damaged, defective, incomplete, or incorrect item, you are responsible for the cost of returning the product.

Original shipping charges are non-refundable unless the return is the result of an error on our part or otherwise required by law.

We strongly recommend using a trackable shipping service when returning an item.

FINDSY cannot guarantee receipt of a returned item that is sent without tracking.

Return instructions and the appropriate return address will be provided after your return request has been reviewed and approved.

Please do not send a return before contacting us.

REFUNDS

Once we receive and inspect your returned item, we’ll notify you of the status of your refund.

If the return is approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been issued for your bank, card provider, or payment provider to process and display the funds.

Processing times are controlled by your payment provider and may vary.

PARTIAL REFUNDS

In certain circumstances, a full refund may not be available if an item is returned in a condition different from how it was received, including where:

• Packaging is missing or significantly damaged.
• Original components are missing.
• The product has been damaged after delivery.
• The product shows signs of use.

Products that have been written in, marked, personalized, or otherwise used may not be eligible for a return or refund.

Nothing in this section limits any rights that cannot legally be excluded under applicable consumer protection laws.

EXCHANGES

We currently replace items primarily when they arrive damaged, defective, incomplete, or incorrect.

If you purchased the wrong item or quantity and would like a different option, please contact us before returning anything.

We’ll let you know what options are available based on your order status and the condition of the product.

ORDER CANCELLATIONS

Orders may be canceled only if they have not yet been processed or shipped.

If you would like to cancel or change an order, please contact us as soon as possible and include your order number.

We cannot guarantee that a cancellation or change will be possible once an order has entered processing or fulfilment.

Once an order has shipped, it can no longer be canceled and must follow the return process described in this policy.

WRONG SHIPPING ADDRESS

Customers are responsible for providing accurate shipping information at checkout.

If you notice that you entered an incorrect or incomplete shipping address, please contact us as soon as possible.

If your order has not yet been processed or shipped, we may be able to update the address.

Once an order has entered fulfilment or has been shipped, we cannot guarantee that the shipping address can be changed or that the package can be redirected.

LOST OR DELAYED ORDERS

If your order appears significantly delayed or tracking information has not updated for an extended period, please contact us with your order number.

We may ask you to confirm your shipping information and allow reasonable time for the carrier to complete its delivery or investigation process.

Orders that are delayed by carriers, customs authorities, weather, holidays, or other circumstances outside of our reasonable control are not automatically considered lost.

Where an order is confirmed as lost, we will review the appropriate next step based on the circumstances.

PACKAGES MARKED AS DELIVERED

If tracking shows that your order was delivered but you cannot locate it, we recommend first:

• Checking around the delivery location.
• Asking other members of your household.
• Checking with neighbors where appropriate.
• Contacting the shipping carrier for further delivery information.

If you still cannot locate your order, contact us and provide your order number and relevant tracking information so we can review the situation.

CONTACT US

If you have any questions about our Return & Refund Policy or would like to request a return, please contact us through our Contact Us page.

If your inquiry relates to an existing order, please include:

• Your order number.
• The email address used when placing the order.
• A short explanation of what you need help with.
• Photos where relevant.

This helps us identify your order and review your request more efficiently.