1. Standard Nonpersonalized Products
An unused, unopened and nonpersonalized physical product may be returned within 14 days after delivery. Contact us before returning it. Unless the return results from our error or a verified defect, the customer pays return shipping and original shipping charges are not refundable.
2. Personalized and Custom Products
Personalized books, Family Memory Albums, custom recipe collections, custom QR products and other made-to-order items may be canceled for a refund before design or production begins. Once design begins, charges for completed work are nonrefundable. After final proof approval and the start of printing, the product is final sale and cannot be returned for a change of mind or an error visible in the approved proof.
3. Damaged, Defective or Incorrect Products
Contact info@salediem.com within seven days after delivery if an item arrives damaged, has a manufacturing defect or materially differs from the approved order. Include your name, order number, delivery date, description and clear photographs of the product and packaging. A verified claim may be corrected, reprinted, replaced or appropriately refunded. A full refund may be provided if the problem cannot reasonably be corrected or replaced.
4. Proof Approval
Errors visible in a customer-approved proof ordinarily are not defects. If Heirloom Legacy introduces an error after approval, we will correct or replace the affected product without additional charge.
5. Enhancement Services
Photograph, audio, voice and video enhancement may be canceled for a refund before work begins. After work begins, the service charge is nonrefundable because professional time has been committed. Results depend on the original file; inability to recover information missing from the source is not a defect. Additional restoration beyond the purchased scope may require a separate estimate.
6. Digital Products
Digital products are nonrefundable after access, download or delivery, except when a defective file cannot be replaced.
7. Legacy Studio Membership
A new paid membership may be canceled within seven days for a refund if the account has not been substantially used and no paid service or member benefit has been completed. After seven days, payments are nonrefundable, but renewal may be canceled to prevent the next annual charge. Studio access included with a qualifying purchase has no separate cash value.
8. Courses
Course-specific refund terms will be posted before a course is sold. Until then, the course remains “Coming Soon” and should not accept payment.
9. Shipping Delays and Lost Packages
Physical delivery is currently limited to the United States. If we cannot ship within the promised period, we will provide notice and, when required, allow the customer to accept the delay or cancel the unshipped order for a refund. Personalized production time begins only after required materials and approvals are received. Contact us if a package has not arrived within 14 days after its expected delivery date.
10. Refund Processing
Approved refunds are returned to the original payment method. Banks and card issuers may require additional time to post the credit. Shipping, rush and completed custom-work charges are not refundable unless the problem resulted from our error or the law requires otherwise.
11. Requesting Assistance
Email info@salediem.com and include your name, order number, product and explanation of your request.
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