Warranty & Returns

CM Group Holdings, Inc. guarantees the quality of our products. (See Our Product Promise for information on product testing and more.)

When subjected to normal use, the Company warrants that all tools, accessories and custom products purchased after November 1, 2014 from the Company shall be free from defects in materials and craftsmanship for a period of 90 days from the date of purchase.

When subjected to normal use, the Company warrants that all albums purchased after November 1, 2014 from the Company shall be free from defects in materials and craftsmanship for a lifetime from the date of purchase.

If any component in the product has such a manufacturing defect within the warranty period noted above, the Company will replace it with the same product, or if the same is not available, an equivalent product, or the Company will issue a credit for the product.

For questions or to initiate a warranty claim, please email:
US/CAN - customerservice@creativememories.com
AUS - customerserviceau@creativememories.com

The warranties do not cover items such as damaged photographs, memorabilia or other items used in the album.

Custom Products:

• Orders with Custom Products and Photo Prints cannot be canceled due to the complexity of the custom process.
• Custom Products and Photo Prints are not eligible for returns.

To learn more about Custom Products, please visit the FAQs here.

Last Chance Products: All Last Chance products are sold as-is and are not eligible for returns.

For All Returns, the following steps should be taken:

• The recipient notifies the Company within five days of receipt of the order.
• A copy of the packing slip or order copy must be enclosed.
• Products must be returned in original containers and must be packed properly to prevent damage in return shipment.
• Refunds will be offered to those items returned within 90 days of ordering.

Ordering Errors: Advisors and customers are encouraged to choose products carefully. If an item is ordered in error, the Company will work with you to return the incorrect item.  The shipping and handling to return the item will be at the customer’s expense.

*In the event the Company ships unordered merchandise, please contact Customer Service.