1. Digital, custom-made products
EchoFrame is a personalized digital product. There is no physical shipment — you receive a high-resolution printable artwork file and a QR-hosted playback page via digital delivery.
2. When production begins
Production begins shortly after you submit your photo, message, and (if applicable) voice recording. From that moment on, the keepsake is being personally produced for you.
3. Refund eligibility
- Before production has begun: if you contact support within 2 hours of purchase and your order has not yet entered production, we will issue a full refund.
- After production has begun: custom orders are generally non-refundable once we have started producing your keepsake.
4. Damaged or unusable files
If the file we deliver is damaged, corrupted, or technically unusable, we will replace it free of charge. Please email support within 14 days of delivery and attach the file in question.
5. Technical issues on our side
If we make a mistake — for example, the wrong photo is used, the QR code does not play, or the audio is missing — we will correct the order at no additional cost. Reach out to support and we'll make it right.
6. Customer-side issues
We cannot offer refunds for:
- Customer changes of mind after production has begun.
- Typos, wrong names, or wrong recipients that match exactly what was submitted.
- Photos or recordings that are low quality at the source.
That said, we will always try to help. Email us and we'll often offer a partial credit toward a re-do.
7. How to request support
Email support@echo-frame.ai with your order number (it looks like EF-XXXXXXX) and a short description of the issue. We respond within one business day.