1. Before personalisation begins
You may request a cancellation and full refund before we begin creating your personalised proof. Contact us as soon as possible at orders@wherewebecameus.com.
2. After personalisation begins
Because The Journey Board is created from your submitted information, cancellations and change-of-mind refunds are not normally available once proof work has begun. This does not limit any consumer rights that cannot legally be excluded.
3. Proofs and revisions
Your order includes an initial proof and one complimentary reasonable revision. Please combine your requested changes into one clear message. Further subjective changes may require an additional fee, which will be disclosed before work continues.
Spelling, layout or production errors introduced by us are corrected free of charge and do not use your complimentary revision.
4. Customer-supplied details
You are asked to confirm your places, dates, memories and selected style before submitting. Changes to information you previously approved may be chargeable once production has started.
5. After final approval or download
Once you approve the final proof and the digital files are prepared, the order is treated as fulfilled. Returns are not possible for a downloaded digital product. If a supplied file is corrupted, materially different from the approved proof or unusable at its stated size, contact us and we will replace or correct it.
6. How to request help
Email orders@wherewebecameus.com with your order email and Journey Board reference. We will review the request against the production stage and explain the available next step.