Refund policy
Returns and Refunds Policy
Memories of Motion
Last updated: 1st June 2026
This policy explains how returns, cancellations, exchanges and refunds work for products bought from Memories of Motion. It does not affect your statutory rights under UK consumer law.
Contact Us Before Returning Anything
To request a return, refund, replacement or exchange, please contact us first at info@memoriesofmotion.co.uk.
Please include your order number, the item involved, the reason for your request and, where the item is damaged, faulty or incorrect, clear photographs showing the issue.
Returns must be sent to the address we provide after your return request has been accepted. Our current return address is:
23 Maltings Garth
Thurston
Bury St Edmunds
Suffolk
IP31 3PP
UK
Items sent back to us without first requesting a return may not be accepted.
Your UK Cancellation Rights
If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days after the day you receive the goods. If your order is delivered in separate parcels, the 14-day period normally starts after you receive the final item in that order.
After telling us that you wish to cancel, you then have 14 days to return the goods to us. We will refund eligible cancelled orders within 14 days after we receive the returned goods, or within 14 days after you provide evidence that you have sent them back, whichever is earlier.
For eligible cancellations, we will refund the product price and the standard delivery charge you paid for the original delivery. If you chose a more expensive delivery option, we only have to refund the cost of our standard delivery option.
You are responsible for the cost of returning goods to us for a change-of-mind cancellation unless we agree otherwise or the item is faulty, damaged, incorrect or not as described.
30-Day Returns for Eligible Items
In addition to your statutory cancellation rights, Memories of Motion offers a 30-day return period for eligible returnable items. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition that you received it: unused, undamaged, complete, and in its original packaging where applicable. You will also need your receipt, order confirmation or other proof of purchase.
We reserve the right to reduce a refund if returned goods have been handled more than would be reasonable in a shop, or if the goods are returned damaged, incomplete or in a condition that reduces their value.
Products That Cannot Usually Be Returned for Change of Mind
Some products cannot usually be cancelled, returned or exchanged for change of mind once production has started, except where they are faulty, damaged, incorrect or not as described. These include:
- Personalised or customised products.
- Products made to your specification, including customer-specific print, crop, size, format, framing or other bespoke choices.
- Print-on-demand products where the item is produced specifically for your order and cannot reasonably be resold.
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
- Gift cards.
Gift cards are non-refundable and cannot be returned, exchanged or redeemed for cash, except where required by law.
If you are unsure whether a product is returnable, please contact us before placing your order.
Photo Prints, Wall Art and Loxley Colour Products
Many Memories of Motion photo prints, wall art and related photographic products are produced to order through specialist print partners, including Loxley Colour.
Where these products are personalised, customised, made to your specification, or produced specifically for your order, they cannot usually be returned or exchanged for change of mind once production has started. This does not affect your rights if the item arrives damaged, faulty, incorrect or not as described.
Please check product options such as image, size, crop, finish, frame and delivery address carefully before placing your order. We may not be able to cancel or change a made-to-order photographic product after production has begun.
Printful Products
Some Memories of Motion products may be fulfilled by Printful. Printful products are commonly made to order.
For Printful-fulfilled products, claims for misprinted, damaged or defective items must be reported to us within 30 days after you receive the product. Claims for parcels lost in transit must be reported to us no later than 30 days after the estimated delivery date.
Printful does not refund buyer's remorse returns, size exchanges or customer ordering mistakes as part of its standard supplier policy. If we choose to offer an exchange or replacement outside your statutory rights, this may be at our discretion and may require a new order to be placed.
Please contact Memories of Motion before returning any Printful-fulfilled product. Do not send returns directly to Printful unless we instruct you to do so.
Inkthreadable Products
Some Memories of Motion apparel, accessories or printed merchandise may be fulfilled by Inkthreadable. Inkthreadable products are printed to order.
Unless an Inkthreadable-fulfilled item is faulty, damaged, incorrect or not as described, it cannot usually be returned or exchanged for change of mind once production has started.
If an item is faulty, please contact us with photographs and a description of the issue. Supplier fault claims should be raised promptly. Product faults reported more than 28 days after dispatch may be eligible for replacement rather than refund through the supplier, although your statutory rights with Memories of Motion are not affected.
Do not send customer returns directly to Inkthreadable. Returns must be arranged through Memories of Motion.
Books Printed or Supplied by Memories of Motion
Books printed, stocked or supplied directly by Memories of Motion are treated separately from made-to-order print and merchandise products.
For books, we offer a 30-day return period from the date you receive your order, provided the book is unused, unread beyond normal inspection, undamaged, complete and returned in resaleable condition.
If you return a book because you have changed your mind, you are responsible for the return postage cost. We recommend using a tracked service and keeping proof of postage, as you are responsible for the book until it reaches us.
If a book arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible with photographs. We will arrange an appropriate remedy, which may include a replacement, repair, refund, or reimbursement of reasonable return postage where a return is required.
Damaged, Faulty, Incorrect or Not as Described Items
Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, incorrect or not as described. This helps us evaluate the issue and put it right quickly.
Depending on the circumstances, we may ask for photographs, packaging details, courier information or for the item to be returned for inspection.
If the issue is confirmed, we will offer the remedy required by UK law. This may include a refund, replacement, repair or partial refund. Where a return is required because the item is faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return postage.
Exchanges
For eligible returnable items, the fastest way to make sure you receive the item you want is to request a return and place a separate order for the replacement item after your return has been accepted.
For made-to-order, personalised, customised or print-on-demand items, exchanges are not usually available unless the item is faulty, damaged, incorrect or not as described.
Sale Items
Sale items have the same statutory rights as full-price items. If a sale item is faulty, damaged, incorrect or not as described, please contact us so we can put it right.
Where a sale item is otherwise eligible for change-of-mind return, it must meet the same return conditions as any other returnable item.
Refunds
We will notify you once we have received and inspected your return and will tell you whether the refund has been approved.
If approved, your refund will be made to your original payment method within 10 business days. Your bank, card provider or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@memoriesofmotion.co.uk.
EU and EEA Right of Withdrawal
If you are located in the European Union or in an EEA country where equivalent withdrawal rules apply, you may have the right to withdraw from your purchase of eligible goods within 14 days of receiving them, without giving a reason. This is often called the cooling-off period.
For this policy, EU/EEA customers include customers in EU Member States, including Ireland, and EEA countries such as Norway and Iceland. Switzerland is not part of the EU or EEA, so this EU/EEA withdrawal wording does not automatically apply to Swiss customers unless mandatory local law gives them similar rights.
This EU/EEA right of withdrawal comes from the Consumer Rights Directive 2011/83/EU, as implemented in applicable EU and EEA national law. Directive (EU) 2023/2673 amended the Consumer Rights Directive, including rules around exercising withdrawal rights online where a right of withdrawal applies.
At present, the Memories of Motion products most likely to be covered by this EU/EEA right of withdrawal are books that are not personalised, custom-made or otherwise excluded by law.
How to exercise your EU/EEA right of withdrawal
To exercise your right of withdrawal, log in to your customer account and submit a withdrawal request for the relevant order where this function is available. You can also contact us at info@memoriesofmotion.co.uk with your order number and a clear statement that you wish to withdraw from your purchase.
We will send you an email confirmation after receiving your withdrawal request.
Cancellation before dispatch or production
If you have an EU/EEA right of withdrawal and your eligible item has not yet been dispatched, we will cancel the eligible item and refund the eligible amount, including standard outbound shipping.
For personalised, custom-made, made-to-specification or print-on-demand items, the EU/EEA right of withdrawal does not usually apply. We may still be able to cancel these items as a goodwill matter before production starts, but once production has started cancellation will not normally be possible.
Withdrawal after dispatch or delivery
If an eligible item has already been dispatched or delivered, you may still exercise your EU/EEA right of withdrawal within the applicable 14-day period. You must return the goods to us unless we tell you otherwise.
If the parcel has already entered dispatch and cannot be stopped, you may need to receive it and then return it to us before the refund is completed.
EU/EEA withdrawal exemptions
Under Article 16(c) of the Consumer Rights Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
For Memories of Motion, this means the EU/EEA right of withdrawal will not usually apply to personalised, custom-made, made-to-specification or supplier-produced items such as photo prints, wall products, mugs, clothing, apparel, accessories and other print-on-demand products where they are produced specifically for your order or to your selected specification.
This exemption does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Handling and condition of returned goods
You may inspect eligible goods as you would in a shop, but you are responsible for any loss in value caused by handling beyond what is necessary to inspect them. If returned goods have clearly been used, damaged or handled beyond normal inspection, we may reduce the refund to reflect that loss in value.
EU/EEA refunds and return shipping
If your withdrawal is accepted, we will refund the eligible original order value, including standard outbound shipping, within 14 days of receiving your withdrawal request. For goods, we may withhold the refund until we have received the returned goods or you have supplied evidence that you have sent them back, whichever happens first.
Return shipping costs are your responsibility unless the item is faulty, damaged, incorrect or not as described, or unless we have agreed otherwise. Please ensure goods are adequately packaged to avoid damage in transit. We recommend using a tracked service and keeping proof of postage.
Other International Orders
If your order is shipped outside the UK, EU or EEA, local consumer laws may also apply. International customers are responsible for return postage for change-of-mind returns unless we agree otherwise or the item is faulty, damaged, incorrect or not as described. Original shipping refunds and customs or import charges may depend on the law that applies to your order and the reason for return.
Questions
If you have any questions about returns or refunds, contact us at info@memoriesofmotion.co.uk.