Legal
Refunds Policy
Last updated: July 2026
This policy explains when you can get a refund on purchases made through Polajoy. Polajoy is operated by Polajoy Ltd, registered in England & Wales (company no. 17392851). If anything here is unclear, email us at hello@polajoy.app and we'll help.
In short: our keepsakes are personalised and made just for you, so we can't offer change-of-mind refunds once we've started making them. But if anything arrives faulty, damaged, or doesn't turn up, we'll put it right, a replacement or a refund.
Personalised and made-to-order keepsakes
Physical keepsakes (prints, photo books, sleeves, and wall art) are made to order using your wedding's photos. Because they are personalised to you, they are exempt from the standard 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013. This means that once production has begun, we can't offer a refund simply because you've changed your mind.
Digital gifts
The digital gift package is delivered to the couple as digital content. Once it has been delivered / unlocked, it is non-refundable.
If something's wrong, we'll fix it
Your legal rights under the Consumer Rights Act 2015 always apply. If your keepsake arrives faulty, damaged, defective, or materially different from what you ordered, or if it is lost in the post, you're entitled to a replacement or a refund. Just contact us within 14 days of receiving it (or of the expected delivery date, if it never arrived), with your order details and a photo of any damage where relevant.
Orders we haven't started yet
If you've paid but we have not yet begun producing your keepsake, contact us as soon as possible and we'll do our best to cancel and refund it.
How refunds are paid
Approved refunds are made to your original payment method via Stripe, usually within 5–10 business days of us confirming the refund.
How to make a claim
Email hello@polajoy.app with your order details and a short description of the problem. We aim to respond within a few working days.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law.