We care deeply about the products you create with us, and we want you to feel proud of every item you receive. If something isn’t right, we’ll do our best to make it right - because we believe your memories deserve to be cherished.

Refund eligibility

We accept refund requests for both defective and non-defective items, as long as:

• The request is made within 30 days of receiving your order
• The item is in new or slightly used condition

Refund Options

In most cases, we resolve issues by offering a reprint or a voucher to reorder. If those options aren’t suitable, we’ll offer a full refund. This applies whether your item is defective or not.
We do not charge any restocking fees, and refunds are typically processed within 7 days of confirming your request (although this can vary depending on the payment method used).

Do I need to return the product?

Popsa is a personalised product company committed to sustainability and B Corp values, As such we do not require you to physically return your item to receive a reprint, voucher or refund.
Instead, we’ll ask you to provide:

- Your order reference number
- A few photos of the item that show this issue
- A short explanation of the issue

You are welcome to keep the item or dispose of it responsibly. We do not request physical returns via post or to any store.

Types of issues

Defective items

If your item arrives damaged or has a printing issue, you’re covered by our quality guarantee. We’ll offer a reprint, voucher or refund - whichever is most suitable.

Non-defective items

If you're unhappy with your order for any other reason, you can still request a reprint, voucher or refund. We’ll review your request and resolve it fairly.

Tips before printing

To ensure your order turns out just the way you imagined, we recommend reviewing your design thoroughly in the Popsa app before submitting it to be printed. You can cancel your order within 1 hour of submitting it.

Things to double-check:

• Product size
• Spelling and grammar
• Incorrectly cropped, dark or blurry photos
• Empty photo slots in your layout

We have helpful guides for avoiding cropped heads, troubleshooting dark photos or blurry photos, and handling empty spaces in your design.

Delivery refunds

If your order is severely delayed, you may be eligible for a partial refund. Before contacting our customer service team, please:

• Check the delivery address on your order
• Allow at least 14 days after dispatch
• Use your tracking link if available

After you submit your request

Once you contact us, our customer service team will send a confirmation email and begin reviewing your request. We aim to resolve all issues as quickly and fairly as possible.