Refund policy

Last Updated: February 18, 2026

This Return & Refund Policy applies to purchases made through turtlememory.com (“Website”), operated by BM Grow Ventures, under the brand name Turtle Memory (“we,” “our,” or “us”).

We specialize in customized travel photobooks that are designed by customers and printed on demand. Because each product is uniquely created, special return conditions apply.

Please read this policy carefully before placing your order.

1. Order Cancellation

✔ Cancellation Before Printing – Full Refund

You may cancel your order and receive a 100% refund if:

The order has not yet been sent for printing, and
You contact us before production begins.

Once we confirm that the order has not entered the printing process, your full payment will be refunded to your original method of payment.

2. Cancellation After Printing Begins

Once your customized photobook:

Has been moved into production, or
Has been sent for printing

❌ Cancellation and refund will not be possible.

Each Turtle Memory photobook is custom-made according to the photos, text, and design selected by you. As a result, it cannot be resold or reused.

By placing your order, you acknowledge and agree to this condition.

3. Damaged, Defective, or Incorrect Products

Your satisfaction is important to us.

If you receive a photobook that:

Is physically damaged during delivery
Has printing defects
Contains manufacturing errors
Is incorrect due to our mistake

We will offer:

✔ Approved Free replacement will be delivered within 7 working days, or
✔ Full refund, at no additional cost to you

How to Report Damage or Defects

To request a replacement or refund:

Email us at bmgrowventures@gmail.com
Provide:
- Your order number
- Clear photographs of the damage/defect
- Description of the issue

Requests must be made within 3 days of delivery. We offer 3 days return policy.

After verification, we will process your replacement or refund promptly.

4. Non-Returnable Items

Because our products are fully customized, we do not accept returns or refunds for:

Design preferences approved and now needs change after ordering by customer
Spelling or layout errors made by the customer
Color variations due to screen-to-print differences
Change of mind after printing has begun

We strongly encourage customers to carefully review their design before placing an order.

5. Refund Processing Time

If your refund is approved:

Refunds will be processed to the original payment method.
Processing time may take 5–10 business days, depending on your bank or payment provider.

6. Shipping Charges

If the refund is due to our error or a defective product, we cover all costs.
If cancellation occurs before printing, no shipping charges will apply.
Shipping fees (if already incurred) may not be refundable unless the issue is due to our error.