Cancellation and Refunds

Until you pay for an order, you may abandon it at any time without obligation. You review and approve a one-time order and the first album of a subscription before payment; nothing is charged until you pay.

If you choose a plan and pay before adding your photos, you add the photos and approve the album after payment instead. Until you approve your first album, and no later than 3 months after payment, you can ask for a full refund (section 3).

When you buy goods online, you generally have the right to cancel the contract within 14 days without giving any reason. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this right does not apply to goods made to the consumer's specifications or clearly personalised.

Every album is made from the photos, text and choices that you specify, so it is a personalised product. You therefore have no right to cancel. This applies to every album, including a subscription album or an album in A Year of Albums that is paid for before you add its photos, and to its extra gift copies.

This does not affect your rights if an album is faulty (section 4) or if it is delivered late or not at all (section 8).

If you write to us at hello@grandparentalbum.com immediately after payment and production of the album has not yet started, we may be able to help you change or cancel the order. This is a gesture of goodwill on our part, not a right of yours, so we cannot guarantee any change or cancellation.

Full refund until you approve your first album. If you chose a plan and paid before adding your photos, we promise you a full refund of everything you paid for that order, including any renewal payments and extra copies, if you ask before you approve your first album and no later than 3 months after your first payment. This is a voluntary promise that we make in addition to your statutory rights; it does not give you a right to cancel (section 2).

How to ask. Sign in, open “Plan & billing” and choose “Request a full refund”. If you paid without setting a password, use the sign-in link we emailed you after payment. “Plan & billing” shows the date by which you can ask. You don't need to give a reason. While we check your request, the album is paused: it can't be changed or approved. You can withdraw the request in “Plan & billing” until we have decided on it.

What happens. If your request meets these conditions, we refund the full amount (section 9). The album is then closed for good: it can no longer be changed, approved or ordered, and we delete its photos. A monthly or every-3-months plan is cancelled with the refund, so no further payments are taken; A Year of Albums ends, and none of its albums open. We keep the records of the order, the payments and the refund. If we can't accept a request, we tell you why by email, and the album is no longer paused.

Once you approve your first album, or 3 months after your first payment, this promise ends, and the rest of this page applies.

If your album arrives damaged, with a printing or binding defect, or different from the approved preview, please tell us at hello@grandparentalbum.com. For prompt handling, we recommend that you do so as soon as possible, preferably within 14 days of receipt. This recommended period does not shorten or otherwise affect your rights under the Consumer Rights Act 2015.

Please include in your message:

• your order number;
• photos of the defect;
• photos of the packaging, if the album is damaged;
• a short description of the problem.

Once we confirm the fault, we will reprint or replace the album free of charge. Within 30 days of delivery, you may instead reject the faulty album and receive a full refund. If a reprint or replacement is not possible, or does not put things right within a reasonable time, you are entitled to a price reduction or to reject the album and receive a refund. We bear the costs associated with a justified claim. You do not need to return the damaged album unless we expressly ask you to.

We print the album exactly as you approved it. We therefore cannot provide a reprint or a refund for errors that were visible in the approved preview, for example:

• spelling mistakes or errors in captions;
• wrong or duplicated photos;
• unwanted cropping;
• an incorrect recipient name or delivery address;
• the poor quality of photos that you chose yourself.

Nor is it a defect if the colours of the printed album differ from their appearance on screen within normal tolerances. Review every album carefully before you approve it, including a subscription album that has already been paid for.

If you give an incorrect or incomplete address, the album may be delayed, returned or lost, or it may be impossible to deliver. We are not liable for failed delivery caused by incorrect or incomplete details that you provided. We may charge you for reprinting or resending the album.

Cancelling a subscription. Sign in to your account, open “Plan & billing” and, for the subscription you wish to cancel, open billing management. You complete the cancellation in the secure billing portal. Cancellation takes effect at the end of the current billing period; “Plan & billing” then shows the date on which the subscription ends. It does not renew after that date. We can also help you cancel at hello@grandparentalbum.com.

Each successful automatic renewal payment buys one further album. Cancellation preserves all albums already paid for, including those still waiting for you to complete and approve them. These albums do not expire. Cancellation does not entitle you to an automatic refund of a payment already made or of an album already in production; your statutory rights remain unaffected.

A Year of Albums is paid for once and never renews, so there is nothing to cancel. Until an album expires, you may request a refund at hello@grandparentalbum.com for albums that you have not yet started. For each such album, we refund the share of the price paid that is attributable to it, including any copy for another grandparent.

Albums that you do not start within 12 months of payment expire, and their price is not refunded. We remind you by email of unused albums 30 days and 7 days before they expire. Albums that have already been started or are in production are not refunded in this way; the other sections of this page apply to them.

A Year of Albums paid before adding photos. If you paid for A Year of Albums before adding your photos, the refund of albums that you have not started, described above, does not apply. The plan can be refunded in full only until you approve album 1, and no later than 3 months after payment (section 3). After that, no album of the plan is refunded, including albums that you do not start and that expire. Your statutory rights remain unaffected.

The estimated delivery time is 5–8 working days after the album is approved and payment is confirmed. For a subscription album that is paid for before you complete it, the period starts when you complete and approve the album. A renewal payment alone does not start production.

If we find that we will not meet the estimated delivery time, we will inform you by email without delay, giving the reason and, where known, the new expected date. We deliver an album within 30 days after you approve it (for an album you approve before payment, after payment is confirmed). If we do not, and delivery within that time was essential, or you told us before ordering that it was, you may treat the contract as at an end straight away. Otherwise you may give us a further period of time that is appropriate in the circumstances; if we fail to deliver within that further period as well, you may treat the contract as at an end, and we will refund the amount paid without undue delay. Your rights under the Consumer Rights Act 2015 in the event of late delivery or non-delivery remain unaffected.

We make refunds without undue delay, using the same means of payment that you used, unless we expressly agree otherwise. You will not incur any fees as a result of the refund. How long it takes for the amount to appear in your account depends on your bank or card issuer.

As explained in section 2, the right to cancel does not apply to personalised albums. If you nevertheless consider that you are entitled to it by law in a particular case, you may inform us of your decision to cancel by a clear statement sent to hello@grandparentalbum.com or to our address, or you may use the model form below:

We will acknowledge receipt of your statement and respond in accordance with the law. For questions about refunds and cancellation, write to us at hello@grandparentalbum.com.