Warranty

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

When subjected to normal use, the Company warrants that all tools and accessories 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 customerservice@creativememories.com.

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

Returns

Advisors and customers are encouraged to choose products carefully. If an item is ordered in error, the Company will endeavor to exchange that item with a comparable item. The shipping and handling to return the item and have a new item shipped will be at the customer’s expense.

Custom Products: Custom products are not eligible for returns. Orders with custom products are not eligible for canceling due to the complexity of the custom process. To learn more about custom products, please visit the FAQs here.

Inaccurate Delivery: In the event the Company ships unordered merchandise, it may be returned for a credit, refund or in exchange at the Company’s expense provided the following steps are taken:

  • The recipient notifies the Company within five days of receipt of the order.
  • A copy of the shipping or packing slip must be enclosed with completed Company-required forms.
  • Products must be returned in original containers and must be packed properly to prevent damage in return shipment.
If you would like to report a warranty item, initiate a return or have a question on the policy, please contact customerservice@creativememories.com