HeldInside Customer Care

Replacement & Refund Policy

Every HeldInside gift is personalized to hold a memory, message, photo, video, or story that matters. Because each item is made to order, we ask customers to review all details carefully before checkout. If something arrives wrong, damaged, or not as confirmed, we will help make it right.

12-Hour Order Window Orders may be canceled or modified within 12 hours after purchase.
30-Day Support Eligible issues must be reported within 30 days of delivery.
Custom-Made Items Customer-submitted errors and personal preference changes are not covered.

Cancellation & Modification

Need to change a name, date, photo, message, product option, or shipping detail? Please contact us as soon as possible.

12-hour window

Within 12 Hours

Your order may be eligible for cancellation or modification. Email us with your order number and the exact change you need.

After 12 Hours

Your order is locked for processing and may no longer be canceled or edited because production may have started.

Please double-check names, dates, spelling, photos, videos, messages, QR content, product options, size, color, quantity, and shipping address before placing your order.

Covered by Our 30-Day Promise

We take responsibility within 30 days of delivery when the issue is caused by production, fulfillment, shipping, or HeldInside system error.

Free replacement or refund
  • The item arrives damaged, defective, broken, or does not work properly.
  • The item is different from the product description or your confirmed order details.
  • The wrong product, size, color, or design was sent due to our production error.
  • The package is missing or lost, provided the shipping address submitted by the customer was accurate.
  • The printed QR code cannot be scanned due to a production issue.
  • The QR memory page does not work due to a HeldInside system or setup error.

If your request is approved, we may offer a replacement, refund, or another suitable solution. In most cases, you do not need to return the item unless our support team specifically asks you to.

Not Eligible for Refund or Free Replacement

Because personalized products are made using customer-submitted information, the situations below are not covered by our free refund and replacement policy.

Not covered
  • Requests submitted more than 30 days after product delivery.
  • Change of mind, personal preference, ordering by mistake, or no longer wanting the item.
  • Spelling mistakes, grammar mistakes, wrong names, wrong dates, wrong messages, wrong photos, wrong videos, or incorrect customization details submitted by the customer.
  • Low-quality uploaded images, blurry photos, poor video quality, or files that do not print or display well due to the original upload quality.
  • Wrong product, size, color, quantity, or shipping address selected by the customer.
  • Packages returned, delayed, lost, or destroyed because of an incorrect or incomplete shipping address provided by the customer.
  • Damage caused by misuse, mishandling, improper care, washing, wear, or accidental damage after delivery.
  • QR memory content removed, restricted, or made unavailable due to customer-uploaded content that violates our content guidelines, copyright rules, or applicable laws.

Replacement With a Small Fee

Even when an issue is caused by customer-submitted information, we may still be able to help with a discounted replacement.

Case by case
  • The customer entered the wrong name, date, message, photo, video, or QR content.
  • The customer selected the wrong product, design, size, color, or quantity.
  • The package was returned or destroyed because of an incorrect shipping address.

This option is offered at HeldInside's discretion and may vary depending on the product, production cost, and shipping situation.

How to Request Support

Please email us within 30 days of delivery. The more details you provide, the faster we can review your request.

Email support

Email Us

Send your request to support@heldinside.com with your order number.

Share Details

Include a clear description, photos or videos of the issue, and packaging photos if relevant.

Get a Solution

Our team will review your case and confirm whether a replacement, refund, or other solution applies.

Refund Time

If your refund is approved, it will be issued to the original payment method used at checkout.

3-10 business days

Processing Time

Most refunds appear within 3-10 business days after they are processed.

Payment Provider

Final posting time may vary depending on your bank, credit card company, PayPal, or payment provider.

Please double-check names, dates, spelling, photos, videos, messages, QR content, product options, size, color, quantity, and shipping address before placing your order.

QR Memory Page Responsibility

HeldInside allows customers to create private QR memory pages with videos, photos, and personal messages.

Customer content
  • Customers are responsible for making sure all uploaded photos, videos, messages, and QR content are accurate, appropriate, and legally allowed to be used.
  • HeldInside may remove or restrict content that is illegal, infringing, abusive, hateful, explicit, or otherwise inappropriate.
  • Refunds will not be issued for QR memory content removed or restricted due to customer-submitted violations.

Before You Place Your Order

A quick review helps prevent most personalization issues.

Review all spelling, names, dates, and messages.
Make sure uploaded photos and videos are clear and high quality.
Confirm the product, size, color, quantity, and design option.
Check your shipping address, apartment number, city, state, and ZIP code.
Confirm QR memory content before submitting it.
Contact us within 12 hours if you need to cancel or modify your order.