HeldInside Customer Care
Returns, Replacements & Refunds
Every HeldInside gift is personalized and made to order. Please review all personalization and delivery details carefully before checkout. If an item arrives damaged, defective, incorrect, or materially different from your confirmed order, we will help make it right. Nothing in this policy limits any non-excludable rights or remedies available under applicable consumer law.
Cancellation & Modification
Need to change a name, date, photo, message, product option, or shipping detail? Please contact us as soon as possible.
Within 12 Hours
Your order may be eligible for cancellation or modification. Email us with your order number and the exact change you need.
After 12 Hours
Your order is locked for processing and may no longer be canceled or edited because production may have started.
Covered by Our 30-Day Promise
Please contact us within 30 days of delivery if the issue was caused by production, fulfillment, shipping, or a HeldInside system error. This support window does not replace or limit rights that cannot legally be excluded.
- The item arrives damaged, defective, broken, or does not work properly.
- The item is different from the product description or your confirmed order details.
- The wrong product, size, color, or design was sent due to our production error.
- The package is missing or lost, provided the shipping address submitted by the customer was accurate.
- The printed QR code cannot be scanned due to a production issue.
- The QR memory page does not work due to a HeldInside system or setup error.
Generally Not Eligible for Refund or Free Replacement
Because personalized products are made using customer-submitted information, the situations below are generally not covered unless applicable law requires otherwise.
- Requests submitted outside our 30-day support window, except where applicable law provides a longer period or remedy.
- Change of mind, personal preference, ordering by mistake, or no longer wanting the item.
- Spelling mistakes, grammar mistakes, wrong names, wrong dates, wrong messages, wrong photos, wrong videos, or incorrect customization details submitted by the customer.
- Low-quality uploaded images, blurry photos, poor video quality, or files that do not print or display well due to the original upload quality.
- Wrong product, size, color, quantity, or shipping address selected by the customer.
- Packages returned, delayed, lost, or destroyed because of an incorrect or incomplete shipping address provided by the customer.
- Damage caused by misuse, mishandling, improper care, washing, wear, or accidental damage after delivery.
- QR memory content removed, restricted, or made unavailable due to customer-uploaded content that violates our content guidelines, copyright rules, or applicable laws.
Replacement With a Small Fee
Even when an issue is caused by customer-submitted information, we may still be able to help with a discounted replacement.
- The customer entered the wrong name, date, message, photo, video, or QR content.
- The customer selected the wrong product, design, size, color, or quantity.
- The package was returned or destroyed because of an incorrect shipping address.
Returns and Return Authorization
Please contact support before returning any product. Returns sent without authorization may be delayed or may not be accepted.
- We provide the appropriate return address after reviewing the request because the address depends on the customer’s return region.
- HJ UNITRADE PTY LTD’s registered office at Unit 2, 221 North Rocks Rd, North Rocks NSW 2151, Australia is not a return address.
- When the issue is our error, we will provide the applicable remedy and, where a return is required, instructions regarding return shipping.
- For a return accepted for reasons not caused by HeldInside, the customer may be responsible for return shipping where permitted by law.
How to Request Support
Please email us within 30 days of delivery. The more details you provide, the faster we can review your request.
Email Us
Send your request to support@heldinside.com with your order number.
Share Details
Include a clear description, photos or videos of the issue, and packaging photos if relevant.
Get a Solution
Our team will review your case and confirm whether a replacement, refund, or other solution applies.
Include your name, order number, issue details, photos, and whether you prefer a replacement or refund.
Refund Time
If your refund is approved, it will be issued to the original payment method used at checkout.
Processing Time
Most refunds appear within 3-10 business days after they are processed.
Payment Provider
Final posting time may vary depending on your bank, credit card company, PayPal, or payment provider.
Memory VAULT and Refunds
The Memory VAULT is hosted at pod.heldinside.com and may be opened by anyone who has the unique link or QR code unless the customer enables password or PIN protection.
- If an order is canceled before production or fully refunded after delivery, the associated VAULT content is deleted immediately and cannot be restored.
- If a customer deletes a VAULT, it remains recoverable for 7 days before permanent deletion.
- For an approved replacement, the customer may continue using the original VAULT and QR code or request a new VAULT and QR code; if a new code is issued, the original is deleted.
- Customers are responsible for ensuring uploaded content is accurate, lawful, and authorized. HeldInside may remove or restrict unlawful, infringing, abusive, or otherwise prohibited content.
Before You Place Your Order
A quick review helps prevent most personalization issues.