Refund policy

PhotoOnGifts (POG)

Order Cancellation, Return & Refund Policy

⚠️ Important - Change of Mind Returns Policy

Effective September 1st, 2025

Due to the personalised nature of our products, we cannot accept returns for change of mind. Each product is custom-manufactured specifically for you in our factory, involving materials, labour, and production costs.

Why this policy change? Prior to September 1st, 2025, we offered unrestricted no-reason returns to provide the best customer experience. Unfortunately, we discovered that some customers in certain regions were making unjustified returns (some suspected commercial competition), which not only caused significant waste of materials and labour costs, but more importantly, delayed orders for our genuine customers who were waiting for their personalised gifts.

We deeply regret the inconvenience this caused to our loyal customers. To protect the order progress of our genuine customers and maintain fair service for everyone, we have implemented this policy effective September 1st, 2025: no intentional returns without valid reasons.

Please carefully review your customisation, photos, and product details before completing your order. We're always happy to answer any questions before you purchase to ensure you're completely satisfied.

📋 Step 1: Order Cancellation

If you wish to cancel your order before receiving the product, cancellation is subject to production status:

✅ Order in Queue: If your order is still in queue waiting for production, a full refund is available. We will truthfully inform you of the order status and sincerely work with you to find the best solution.

⚠️ In Production: Cancellation may not be possible; contact us immediately

📦 After Production: Standard return policy applies (see below)

How to Request Order Cancellation:

Send an email immediately to pog@photoongifts.com
Provide your order number
State your reason for cancellation (if any)
We will respond within 1 business day with order status and cancellation feasibility, or use live chat to contact our customer service

📦 Step 2: Returns (Product Received)

✅ Eligible Returns

We treat each customer's order with the highest standards. If in rare cases the following issues occur, we will fully bear the loss to the end. Both returns and refunds are acceptable, depending on your choice:

✗ Manufacturing Defects

Products with printing errors or poor quality
Items damaged during production
Products that don't match the approved design proof

📦 Shipping Damage

Items damaged during transit
If you receive a damaged package: Take photos of damaged packaging and contents, contact us as soon as possible, accept delivery and document damage

🔄 Wrong Item Sent

Completely different product received
Wrong size or color

❌ Non-Returnable Items

The following items are NOT eligible for return or refund:

Items that have been used or damaged by the customer
Products ordered with incorrect personalization details provided by the customer
Subjective dissatisfaction without valid reasons (effective September 1st, 2025)

📋 Return Process (Step-by-Step)

Contact Us: Email pog@photoongifts.com within 60 days of receiving your order

Provide Details: Include order number, photos of the defect/damage, and description of the issue

Await Approval: Our team will review your request within 2-3 business days by comparing with pre-shipment quality inspection videos and photos

Return Authorization: If approved, we'll provide return instructions and a prepaid label

Ship Return: Package the item securely and ship using our provided label

Processing: Refund or replacement will be processed within 5-7 business days after we receive the item

📦 Return Shipping Costs

Our Error (Manufacturing defects, shipping damage, wrong items): We cover all return shipping costs

Customer Error (Incorrect information provided): Customer is responsible for return shipping costs

💰 Step 3: Refund Processing

Whether for order cancellation or returns, approved refunds are processed as follows:

💳 Refund Methods & Timing

Refunds are processed using the same payment method. The final processing time depends on your payment institution. We will process refunds immediately on business days.

🔄 Other Options

For eligible returns, we offer: