Refund and Returns Policy

1. Damaged Products

If your FamTree mobile arrives damaged, please contact us within 30 days of delivery.

Please include:

• Your order number or other proof of purchase.
• A description of the damage.
• Clear photographs showing the damaged product and, when possible, the packaging in which it arrived.

We will review the damage and determine the appropriate resolution. If the product was damaged during shipping or otherwise arrives damaged, FamTree Mobiles will provide a replacement at no additional cost when a replacement is appropriate. We may request that the damaged product be returned to us. If we require a return, we will provide instructions for doing so.

2. Errors in your family tree mobile

If your completed mobile contains incorrect family-tree information because of an error made by FamTree Mobiles, please contact us within 30 days of delivery.

Examples may include:

• A name was incorrectly transferred or engraved despite the information being correctly provided to us.
• A date or location was incorrectly entered by FamTree Mobiles.
• A photograph was assigned to the wrong family member due to an error on our part.
• Information that was correctly provided to us was unintentionally omitted or incorrectly represented on the finished mobile.

We will review the issue and determine the appropriate resolution. Depending on the nature of the error, we may provide a corrected or replacement mobile at no additional cost.

2.1 Information provided incorrectly by the customer

Because each mobile is created from information supplied by the customer, we are not responsible for errors that were present in the information submitted to us.

For example, if a customer provides an incorrect name, date, location, photograph, GEDCOM file, or other genealogical information and the mobile is accurately produced from that information, the order is not eligible for a return or refund.

If you notice an error in your submitted information before production begins, please contact us as soon as possible so that we can determine whether the order can still be changed.

3. No Returns for custom products

Unless your product arrived damaged or contains an error caused by FamTree Mobiles, all sales are final.

We do not accept returns or provide refunds because:

• You changed your mind after placing the order.
• You no longer want the product.
• You ordered the wrong product, size, or design option.
• You entered incorrect information.
• You provided an incorrect genealogy file.
• You provided an incorrect photograph.
• You do not like the appearance of the finished product when it was produced according to the information and specifications you provided.
• You expected the finished product to look different from the design or specifications you approved or submitted.
• You are dissatisfied with information that was supplied by you or contained in a genealogy file you provided.

Because FamTree mobiles are individually designed and manufactured, we cannot resell a custom product after it has been made for a particular customer.

4. Refunds

Our preferred resolution for a damaged product or an error caused by FamTree Mobiles is a replacement or correction at a reasonable cost to the customer. If a replacement or correction is not reasonably possible, FamTree Mobiles may provide a partial or full refund depending on the circumstances. If a refund is approved, it will generally be issued to the original payment method used for the purchase. The time required for a refund to appear in your account depends on your payment provider or financial institution.

4.1 Late or Missing Refunds

If we have approved a refund and you have not received it, please first check your bank or credit-card account.

If the refund still does not appear, contact your payment provider or bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at famtreemobiles@gmail.com.

5. Order Cancellations

Because our products are custom-made, orders may enter the design or manufacturing process shortly after being placed.

If you need to make a change or cancel an order, contact us as soon as possible at famtreemobiles@gmail.com.

We cannot guarantee that an order can be changed or cancelled once design or manufacturing work has begun.

Once an order has entered production, it generally cannot be cancelled or refunded unless it qualifies under the damaged-product or FamTree-error provisions of this policy.

6. Returns & Return shipping

If FamTree Mobiles determines that a product must be returned because it arrived damaged or contains an error caused by us, we will provide you with instructions for returning the product.

Do not send a product back to us without first contacting FamTree Mobiles and receiving return instructions.

When a return is required because of damage or an error caused by FamTree Mobiles, we will provide appropriate instructions regarding return shipping.

We are not responsible for return shipping costs associated with unauthorized returns or returns that do not qualify under this policy.

7. Proof of Purchase

When requesting a replacement, correction, or refund, we may require your order number, receipt, or other reasonable proof of purchase.

Need help?

Contact us at famtreemobiles@gmail.com for questions related to refunds and returns.