Return & Refund Policy

Effective date: July 29, 2026
Last updated: July 29, 2026

This Return & Refund Policy (the “Return Policy”) applies to purchases from the familypresent U.S. online store at family-present.com (the “Shop”). The seller is EasyCommerce GmbH (“familypresent,” “we,” “us,” or “our”). This Return Policy forms part of our Terms of Service. The version presented when you place your order applies to that order.

Seller: EasyCommerce GmbH, Delugstraße 7/2/3, 1190 Vienna, Austria. To receive this Return Policy and our legal name and address by email, contact support@family-present.com. We will send the information to your email address within five days after receiving your request.

Important summary

Personalized and made-to-order products received as ordered are final sale. We do not accept change-of-mind returns or exchanges for them.
Final sale does not remove your rights if an item is damaged, defective, materially misprinted, materially different from the accepted order, wrong, missing, or not delivered.
Contact us before sending anything back. Do not return an item to our Austrian business address or to a production partner unless we give you written return instructions.

Quick links: Personalized products · Changes and cancellations · Order problems · Non-personalized products · Shipping problems · Refunds · Contact

1. Personalized Products Are Final Sale

Our personalized products are created specifically from the photo, text, name, date, style, size, material, color, frame, layout, and other options selected for an individual order. They generally cannot be resold. A personalized product that is received as ordered is therefore final sale.

We do not offer a return, exchange, cash refund, credit, or store credit merely because you:

changed your mind, no longer need the item, or ordered it for an event that has passed;
entered an incorrect name, date, dedication, spelling, punctuation, capitalization, or other personalization;
selected the wrong product, quantity, size, material, color, frame, style, orientation, or shipping address;
provided a source image whose resolution, lighting, crop, composition, or other characteristics limit the result; or
dislike a product that accurately reflects the accepted order and falls within the reasonable variations described in Section 5.

A discount, promotional price, or sale price does not change this rule: a personalized product remains final sale when received as ordered. We do not charge a restocking fee because we do not accept voluntary returns of correctly fulfilled personalized products.

This final-sale rule does not apply to the covered problems described below and does not limit any remedy that cannot lawfully be excluded.

2. Changes and Cancellations

Contact us immediately at support@family-present.com if you want to change or cancel an order. Include the order number and the exact requested change.

Personalized design, automated processing, manual review, and production may begin shortly after checkout. We will try to accommodate a request received before personalized work begins, but a change or voluntary cancellation is not guaranteed unless and until we confirm it in writing. Once personalized work has begun, we do not accept a voluntary cancellation or change-of-mind refund.

If we cancel an item because we cannot accept or fulfill it, we will promptly refund the amount collected for the canceled item using the original payment method, except where another method is required or agreed by law. We will not deduct a separate value for included Digital Artwork. This Section does not restrict a cancellation or refund right arising from a legally covered shipping delay or another non-waivable rule.

3. Damaged, Defective, Wrong, or Nonconforming Items

The final-sale rule does not apply if a product:

arrives damaged;
has a manufacturing defect;
was materially misprinted by us;
is the wrong product or is missing a material component;
differs materially from the accepted order, product description, or applicable published size specification; or
is otherwise subject to a remedy under applicable law.

Please contact us as soon as reasonably possible, preferably within 30 days after delivery. This requested reporting period helps us preserve production and carrier evidence; it does not eliminate any longer non-waivable legal right.

Send the following to support@family-present.com:

your order number and the email address used for the order;
a clear description of the problem; and
reasonably available photographs of the item and, for shipping damage, the packaging and shipping label.

We will not require evidence that is unreasonable or impossible to provide. If a requested photograph or other information is unavailable, tell us why and provide the information you do have. We may ask reasonable follow-up questions or compare the item with the accepted order and production record.

After reviewing the issue, we will provide an appropriate remedy consistent with the circumstances and applicable law. Depending on the problem, this may be a correction, reprint, replacement, repair, refund, or another legally required remedy. If applicable law gives you a particular choice of remedies, we will honor that right.

4. Return Instructions

Do not send an item back unless we first provide written return instructions. Our Vienna business address is not a consumer returns warehouse, and our production partners do not accept unauthorized customer returns.

Many clear problems can be resolved from photographs and order records without a physical return. If we require the return of an item because of our error or a covered defect, we will provide a prepaid return label or otherwise bear the reasonable return shipping cost where required. We will not charge a restocking fee for a return involving our error or a covered defect.

Please keep the item and any reasonably available packaging until we confirm whether a return is required. An unauthorized shipment may be refused or may not qualify for reimbursement of its shipping cost, except to the extent applicable law requires otherwise.

5. Reasonable Production and Display Variations

A screen preview is a reasonable on-screen representation, not a color-calibrated physical proof. Screen settings, source-photo quality, printing methods, product dimensions, materials, texture, canvas-edge wrapping, and normal manufacturing tolerances can cause minor differences in color, placement, crop, detail, texture, or finish.

Personalized artwork is a creative interpretation of the source material and may be produced using automated, AI-assisted, and manual design tools. Fine details, facial features, fur, hair, colors, background elements, proportions, and artistic effects may be interpreted within the selected style. Reasonable and customary variations that do not materially impair the agreed appearance or ordinary use of the item are not defects.

This Section does not apply where the item is materially different from the accepted order, has a covered production error, or is otherwise defective under applicable law. Materially incorrect text, subjects, images, products, or unintended material rendering artifacts are not minor variations.

6. Customer-Provided Information and Selections

You are responsible for checking the personalization, product options, and shipping address before submitting the order. Text is normally produced as entered and displayed. A correctly fulfilled order does not become returnable because of an error in information or a selection that you supplied.

If a problem was caused by our system, our correction, our production process, or a failure to follow the accepted order, it is not treated as a customer error and will be handled under Section 3.

7. Non-Personalized Products

If the Shop offers a non-personalized physical product and the product is not expressly marked final sale or governed by a different product-specific return rule presented before purchase, you may request a voluntary return within 30 days after delivery.

To qualify, the non-personalized product must be unused, unworn, unwashed, unaltered, and in the condition in which it was received, with any tags, components, and original packaging reasonably intact. We must be able to verify the purchase through an order number, receipt, purchasing email address, or another purchase record we use. Contact us for authorization before returning the item.

For an authorized voluntary return of a non-personalized product:

you are responsible for the direct return shipping cost;
we do not charge a restocking fee;
the original shipping charge and optional delivery or service upgrades are not refunded, except where applicable law requires otherwise; and
the eligible purchase price and applicable tax are refunded to the original payment method after we receive and inspect the item.

A sale or promotional price alone does not make an otherwise returnable non-personalized product final sale. If a particular non-personalized product is not returnable, that product will be expressly identified as final sale or subject to a no-return rule before purchase.

The conditions in this Section apply only to voluntary returns of non-personalized products. A damaged, defective, wrong, or materially nonconforming item is governed by Section 3.

8. Shipping, Delivery, and Lost Packages

8.1 Shipping delays

Our production, shipping, and delivery estimates are explained in the Shipping and Delivery Policy within our Terms of Service. If we learn that we cannot ship within the time stated for or otherwise applicable to your order, we will provide a delay notice and seek consent to a revised shipment time where required by law, or cancel the unshipped item and provide a prompt full refund as required by law.

A legally required delay refund includes the amount paid for the unshipped item and any shipping, tax, or other charge that must be refunded. It will be issued to the original payment method and will not be replaced with store credit or a gift card unless you affirmatively choose that option where permitted.

8.2 Lost, missing, or damaged deliveries

Risk of loss remains with us until the physical product is delivered to you, your designated recipient, or a delivery location you authorized, subject to applicable law. If tracking stalls, a package appears lost, an item is missing from the package, or an item arrives damaged, contact us as soon as reasonably possible with the order number and available details.

We may investigate with the carrier and ask you to confirm non-receipt or reasonably cooperate with a carrier claim. A carrier scan is relevant but does not automatically decide a disputed delivery. Delivery to an authorized recipient, mailroom, reception desk, parcel locker, pickup point, or safe place selected or authorized by you is ordinarily delivery to you. Loss after a completed authorized delivery is normally not covered unless it resulted from our error, the carrier’s error before completed delivery, or applicable law provides otherwise.

Depending on the facts and applicable law, we will replace, reship, repair, or refund an item that was lost or damaged while the risk remained with us.

8.3 Incorrect or incomplete addresses

Contact us immediately if you notice an address error. We will try to update it, but we cannot guarantee a change after design, production, label creation, or shipment has begun.

If delivery fails because you culpably supplied an incorrect or incomplete address, refused delivery without a legally valid reason, or failed to collect a package after reasonable carrier notice, we may require payment of only the actual and reasonable cost of reproduction and reshipment before sending the item again. We will not charge those costs to the extent the problem was caused by us or the carrier.

9. VIP Priority Production

VIP Priority Production, if offered and purchased, prioritizes an order in our internal review and production workflow. It is not expedited carrier service and does not by itself guarantee a shipment date, delivery date, or arrival before a particular event.

If we do not provide the purchased internal prioritization, contact us and we will refund the VIP Priority Production fee. This is in addition to any remedy that applies to a separate problem with the physical product and does not limit any non-waivable right.

10. Included Digital Artwork

Where a product includes Digital Artwork, the digital image file is an additional component of the personalized physical-product order. It is not separately orderable and does not have a separate return process. If a full refund is required for an unshipped physical order, we will not deduct a separate value for Digital Artwork already supplied.

If a Digital Artwork link does not arrive, does not work, or does not reflect an accepted correction, contact us so that we can investigate, resend the link, or provide an appropriate correction. This Section does not limit a remedy required by law.

11. E-Gift Cards

A purchased e-gift card is final sale after its code is delivered, except where this Return Policy or applicable law provides otherwise. E-gift cards are not redeemable for cash except where required by applicable law. For California holders, a remaining balance of less than USD $15 is redeemable in cash upon request.

If a refund is due for an order paid in whole or part with a gift card, the amount paid with the gift card will ordinarily be credited back to that gift card, and the amount paid through another payment method will be refunded to that method, subject to applicable law.

12. Refunds

When a refund is approved or otherwise due, we will issue it without undue delay and within any time required by applicable law. We generally submit an approved refund within seven business days after confirming the refund or receiving any authorized return that must be inspected. Your bank, card issuer, payment provider, or other financial institution controls when the credit is posted and may require additional processing time.

Refunds are issued to the original payment method except where that is unavailable, another method is required by law, or you affirmatively agree to another lawful method. We do not substitute store credit or a gift card for a legally required monetary refund without your affirmative choice where the law permits that choice.

Shipping charges, taxes, promotional allocations, discounts, and mixed-payment orders are refunded or allocated according to the reason for the refund, the portion of the order affected, the payment method used, and applicable law. Original shipping and optional upgrade charges are not refunded for an authorized voluntary return of a non-personalized product, but this does not limit shipping-delay refunds, the VIP Priority refund in Section 9, or amounts that must be refunded because of our error or a covered problem.

If you have not received a refund after we confirm that it was issued and your payment provider’s normal processing period has passed, contact us so that we can check the transaction.

13. Proof of Purchase, Sale Items, and Fees

Proof of purchase: We must be able to verify the order through an order number, receipt, purchasing email address, or another purchase-verification method we use. If we cannot reasonably verify a purchase, we may decline a voluntary return or refund, except where applicable law requires otherwise.
Sale items: A discount or promotional price does not alter the applicable rule. Personalized products received as ordered remain final sale. Otherwise returnable non-personalized products remain returnable unless expressly identified as final sale before purchase.
Items marked “as is” or “final sale”: An item clearly identified by that language before purchase is not eligible for a voluntary return, exchange, or refund. This designation does not limit a remedy that cannot lawfully be waived.
Restocking fees: We do not charge a restocking fee under this Return Policy.
Return shipping: You pay return shipping only for an authorized voluntary return of an eligible non-personalized product. We bear reasonable return shipping costs when we require a return because of our error or a covered defect, as stated above.

14. Mandatory Consumer Rights and Policy Changes

Nothing in this Return Policy excludes or limits a warranty, refund, replacement, cancellation, chargeback, shipping-delay, or other consumer right that cannot lawfully be waived. If a provision conflicts with a mandatory right, that right controls to the extent of the conflict.

We may update this Return Policy prospectively to reflect changes in our products, practices, or applicable law. A change does not retroactively reduce the rights that applied to an order when it was placed.

You are entitled to request a written copy of this Return Policy. Contact us using the details below, and we will provide one.