Last updated: May 2026
At Guest Books by Sam, each canvas is custom-made with care based on your approved design. We want you to love your final piece, and we are here to help if something is not right.
1. 7-Day Return Window
You may request a return or replacement within 7 days of receiving your order.
To start a request, please contact us at:
support@guestbooksbysam.com
2. Custom Product Policy
Because each item is personalized:
- Returns are handled on a case-by-case basis
- We focus on finding the best solution for you
In most cases, the preferred resolution is a replacement canvas rather than a refund.
3. Replacements (Primary Solution)
If there is an issue with your order, such as:
- Damage during shipping
- Printing or quality issues
- Errors not present in your approved design
We will arrange a replacement at no additional cost.
We may request photos to help assess the issue.
4. Design Approval Responsibility
Before production begins, you will receive a design preview.
By approving the final design, you confirm that:
- All names, dates, and details are correct
- You are satisfied with the layout and artwork
We are not responsible for errors that were approved in the final design.
5. Refunds
Refunds may be issued in limited situations, such as:
- The item arrives damaged and cannot be reasonably replaced
- There is a significant issue that cannot be resolved through a replacement
Refunds are not typically offered for:
- Change of mind after receiving a custom product
- Minor variations in color due to screen differences
- Issues that were present in the approved design
6. Return Conditions
If a return is approved:
- The item must be in its original condition
- It must be returned within the agreed timeframe
Return instructions will be provided after your request is reviewed.
7. Cancellations
- You may request to cancel your order before production begins
- Once production has started, cancellations are no longer possible
8. How to Request a Return or Replacement
Please email:
Include:
- Your name
- Order details
- A description of the issue
- Photos (if applicable)
We aim to respond as quickly as possible and resolve any concerns fairly.
9. Our Commitment
We take pride in creating meaningful, high-quality keepsakes. If something isn’t right, we will work with you to make it right.