Refund policy

Return & Refund Policy

At Momento Photobook, every book is custom-made using your photos and our AI design tools. Because our products are personalised, we cannot accept returns or offer refunds for change of mind.

We will, however, replace or refund your order if:

  • The product arrives damaged or defective.
  • There is a printing error caused by us.
  • The product you received is not what you ordered.

How to Request a Replacement or Refund

  1. Contact our Customer Service team as soon as you notice a problem, ideally within 30 days of receiving your order.
  2. Email hello@momento.com.au with your order number, a brief description of the issue, and clear photos showing the problem.
  3. Keep the book and its packaging until we've resolved your request.
  4. Once approved, we will arrange a replacement or refund at no cost to you.

How We Resolve Problems

  • If the problem is minor, we'll reprint your book free of charge. If it's a major problem, you can choose between a reprint and a refund.
  • We may ask you to return the faulty book before we send a replacement or refund. If we do, we'll email you a prepaid return label, so sending it back costs you nothing.
  • In some cases we may offer a partial refund instead, and you keep the book.
  • Refunds go back to your original payment method. After we process a refund, your bank may take 5 to 10 business days to show it in your account.

What Isn't Covered

  • Errors in the content you supply, such as low-resolution images or spelling mistakes. Please check every page of your preview before placing your order.
  • Layout or content that matches the preview you approved.
  • Slight colour differences between your screen and the printed page. Every screen displays colour a little differently, and printed colours won't match a backlit screen exactly.
  • Damage that happens after delivery.

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.

Nothing in this policy limits those rights.

📧 Contact Us: hello@momento.com.au