RETURN & REFUND POLICY

At Sofia de Melo Photography®, each product is designed and crafted with intention, to tell your family’s unique story.

For this reason, our return and refund policy reflects the personalised and exclusive nature of each piece.

Personalised products

All albums, frames, canvases, and photographic prints are made to order, according to the client’s selected images and choices.

Therefore, and in accordance with applicable law, we are unable to accept returns or issue refunds for personalised products as they are clearly personalised.

Order cancellation

Order cancellation is only possible before production begins..

Once the order has been confirmed and enters production, it can no longer be cancelled or modified, given the bespoke nature of each piece.

Non-conformities (defects or damage)

We guarantee high quality standards across all our products.

In the exceptional case that an item presents:

manufacturing defect
damage during transport
an error attributable to the brand

the client must contact us within 48 hours of receipt, providing photographic evidence of the issue.

After review, an appropriate solution will be provided, which may include replacement or refund, where applicable.

Colour variations

Slight differences may occur between colours displayed on screen and the final printed product, due to device calibration and printing processes.

These variations are natural and do not constitute a defect.

Digital products

Digital products (such as presets, templates, educational content, etc.) are delivered in non-physical format.

Once accessed or downloaded, returns or refunds are not possible, except in the case of a verified technical error.

Payments and booking fees

Amounts paid as a booking or reservation fee represent a commitment to scheduling and/or production initiationand are non-refundable in the event of cancellation by the client, except where legally required.