1. Overview & Custom Goods Exemption
Because every physical keepsake and digital print created by ReplayMemoriesSA is completely custom-made and personalised with your unique photos, videos, text, and voice notes, we do not accept returns or offer refunds for changes of mind. In accordance with Section 20(3)(b) of the South African Consumer Protection Act (CPA), personalised, bespoke goods are strictly exempt from standard return and cooling-off rights once production has commenced.
Digital-only print files are also non-refundable once the final file with your active QR code has been generated and delivered via email.
2. The Design Approval Process (Your Peace of Mind)
To ensure you are 100% happy with your keepsake before it is printed, we send a digital layout proof to your registered email address.
- Production and printing will only begin once you have reviewed and officially signed off on this digital proof.
- It is your responsibility to check the proof thoroughly for spelling, date accuracy, and layout preferences. Once you give your design approval, no changes can be made, and refunds will not be granted for errors that were approved on the proof.
3. Damaged or Defective Items (Courier Issues)
We take immense pride in hand-assembling our products and packaging them securely. However, if your physical keepsake arrives damaged, broken, or defective due to transit issues, we will replace it at no extra cost to you.
How to report transit damage:
- You must notify us via email at info@replaymemoriessa.co.za within 48 hours of the parcel being delivered by the courier.
- Please include your order number, a brief description of the issue, and clear photographs of both the damaged packaging and the damaged frame/glass.
- Once verified, we will arrange for a courier to collect the damaged item and fast-track the production of a brand-new replacement for you.
4. Cancellation Before Production
If you change your mind and wish to cancel your order, you must do so before we begin the custom design process.
- If you cancel your order before we have designed or sent you a digital proof, we will issue a full refund to your original method of payment, minus a 5% administrative and transaction fee charged by our secure payment gateways.
- Once design work has commenced and a proof has been issued, cancellations are subject to a 50% design and admin deduction fee to cover the labour already spent preparing your custom media.
5. Failed Deliveries
Because every keepsake is custom-made and permanently personalized with your unique media, layout, and QR codes, these items cannot be resold or restocked. Therefore, the customer bears full responsibility for receiving the parcel.
- For Door-to-Door Delivery: Our courier partners will attempt to deliver to your specified physical address up to three (3) times. If they cannot gain access, cannot reach you via the phone number provided, and the parcel is ultimately returned to us as undeliverable, no refund will be issued. You will be responsible for paying a new shipping fee to re-arrange delivery.
- Incorrect Address Details: Please double-check your delivery address and contact number at checkout. ReplayMemoriesSA is not responsible for failed deliveries resulting from incorrect or incomplete information provided by the customer.
6. Refunds (Where Applicable)
In the rare event that a partial or full refund is approved by management (such as an un-designed order cancellation):
- The refund will be processed and automatically credited back via our secure payment gateway to your credit card or original method of payment.
- Please note that banking ecosystems in South Africa typically take 3 to 7 working days for the funds to reflect back in your account once processed.
7. Need Help?
For any questions regarding order status, damaged deliveries, or your digital proofs, please get in touch with us immediately at: info@replaymemoriessa.co.za.