Refund policy

Return & Refund Policy

Right of Withdrawal (EU Customers)

If you are based in the European Union, you have the right to withdraw from your order within 30 days of receiving the last item in your order, without giving any reason, in accordance with the EU Consumer Rights Directive.

To exercise your right of withdrawal, you must notify us before the 30-day period expires by submitting a return request through your customer account at www.photome.ie. Log in, go to your order, and select "Request a return." This creates a written record of your withdrawal request.

You can also click here for a return form

We will refund all payments received, including delivery charge, without undue delay and no later than 14 days from the day we receive the returned goods. Refunds will be issued using the same payment method as your original purchase.

Return shipping costs are your responsibility unless the item is faulty or incorrect.  Return form here

Exemptions — Personalised & Custom-Made Items

Please note that the right of withdrawal does not apply to personalised or custom-made items, including our bespoke wedding bouquet charms and memorial keepsakes, which are made to order specifically for you. This exemption applies under Article 16(c) of the EU Consumer Rights Directive.

If you have placed an order for a personalised item and wish to cancel before production has begun, please contact us immediately at your contact page. Once work has commenced, we are unable to accept cancellations or returns.

Faulty or Incorrect Items

If your item arrives damaged or is not as described, please contact us within 7 days of receipt via our contact page. We will arrange a replacement or full refund at no cost to you.

Non-EU Customers

Items must be returned within 30 days of purchase. Returned items must be unused, in their original condition and packaging. Original delivery charges are non-refundable.