Refunds & Returns Policy

Last updated: 16 October 2026

Every Memory Block product is printed to order with your own photos. Because of that, we don’t offer refunds or exchanges if you simply change your mind. If something is wrong with your order, we will fix it.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to every product, including personalised items and items bought on sale. Nothing in this policy limits them.

When we will repair, replace or refund

Contact us if your order:

  • arrives damaged or broken;
  • is faulty or not of acceptable quality;
  • is not what you ordered, or doesn’t match its description;
  • has a printing error caused by us; or
  • is lost in transit.

Where the problem is minor, we may choose to reprint or repair your item. Where it is a major failure, you can choose a replacement or a refund.

When we can’t help

We don’t offer a refund or exchange if:

  • you change your mind or no longer want the item;
  • the photo you uploaded was low quality, cropped the way you chose, or contained a spelling or personalisation error you made; or
  • the item was damaged after delivery, for example by mounting it on an unsuitable surface or not following our care instructions.

The natural grain and colour of wood varies from piece to piece. These variations are part of the product and are not a fault.

How to make a claim

  1. Email info@memoryblock.com.au with your order number.
  2. Include clear photos of the problem and the packaging, if possible.
  3. We will reply within 2 business days with next steps.

Please contact us as soon as you notice a problem, ideally within 7 days of delivery, so we can look into it quickly. You can still make a claim after this time.

If we need the item back, we will tell you how to return it and we will cover the return postage for faulty, damaged or incorrect items.

Lost or damaged in transit

We are responsible for your order until it is delivered. If your parcel is lost or arrives damaged, we will reprint it or refund you. If tracking shows a parcel as delivered but you have not received it, contact us and we will work with Australia Post to find it.

Refunds

Approved refunds go back to your original payment method within 5–10 business days, depending on your bank or payment provider.

Gift cards

Gift cards can’t be exchanged for cash, except where the law requires it. They are valid for at least 3 years from the date of purchase. The expiry date is shown on the gift card.

Contact us

Memory Block Pty Ltd, 5 Remont Ct, Cheltenham VIC 3192 · info@memoryblock.com.au