Refund Policy

Plain English first, legal basis after.

Digital keepsakes (PDF)

Your file is generated and delivered the moment you pay. At checkout you consent to immediate delivery, which under the Consumer Contracts Regulations 2013 means the 14-day cancellation period doesn’t apply once delivery has happened. That said: if something is wrong with your file (a rendering fault, a corrupted download), email us and we’ll fix it or refund you. We’re not in the business of keeping money for broken things.

Framed prints and other printed keepsakes

• Every print is personalised, made from your chat, for your person, so change-of-mind returns are exempt under the Consumer Contracts Regulations 2013 (regulation 28(1)(b): goods made to the consumer’s specification or clearly personalised).
• Faulty, damaged in transit, or materially different from your approved preview: full replacement or full refund, your choice, that’s your right under the Consumer Rights Act 2015 and we honour it without drama. Email a photo of the problem within 30 days of delivery.
• A typo that was in your preview when you approved it isn’t a fault - please check your preview carefully, but email us anyway; if the order hasn’t gone to print we can usually still fix it.

Gifting Club (annual subscription)

Cancel within 14 days of first purchase for a full refund, minus the value of any keepsakes already generated at the listed one-off price. After 14 days, cancelling stops your next annual renewal; the current year stays active.

How to claim

Email hello@thethoughtcounts.comwith your order number. Refunds go back to the original payment method, normally within 5 working days of agreement. Nothing in this policy reduces your statutory rights.