Refund policy

As each Music Frame is personalized and made specifically for you, we do not accept returns or exchanges due to a change of mind. However, if your item arrives damaged, defective, or incorrect, we will be happy to help.

Eligibility for Returns or Replacements：

Please contact us within 7 days of delivery if:

Your item arrives damaged.
The product is defective or does not function as intended.
You receive the wrong item.
The personalization does not match the information provided in your order.

Please include your order number, a description of the issue, and clear photos or videos showing the problem.

Depending on the situation, we may offer:

A free replacement;
A partial or full refund; or
Another appropriate solution.

Non-Returnable Items：

We are unable to accept returns or exchanges for:

Personalized or custom-made products without a quality issue;
Errors in names, dates, photos, songs, links, or other information submitted by the customer;
Products damaged through misuse, accidental damage, improper handling, or unauthorized modification;
Minor color differences caused by screen settings, lighting, or variations in printed materials;
Items returned without prior authorization.

Please review all personalization details carefully before placing your order.

Cancellations and Order Changes

You may request a cancellation or change within 12 hours of placing your order.
Once production has started, we may be unable to cancel the order or change its personalization.
Please contact us as soon as possible if you notice an error.

Refunds

Approved refunds will be issued to your original payment method within 5–10 business days. Your bank or payment provider may require additional processing time before the refund appears in your account.

If a replacement is issued, production and delivery times may vary depending on the product and destination.

Damaged Packages

If your parcel appears visibly damaged upon delivery, please photograph the outer packaging and the product before discarding any materials. Contact us as soon as possible after delivery so we can assist you.

Contact Us

For return or exchange assistance, please contact:

Email: admin@mylongtermist.com

Order information required: