Last updated: September 24, 2026
The PerfectRestore™ Guarantee
Love your finished family photo, or your money back. Tell us within 30 days of delivery if you are unhappy with your restored, framed photo. You choose:
- A free revision and replacement: we revise your photo with you, send a new proof for your approval, and cover the replacement frame and shipping; or
- A full refund: we return the amount you paid for the order to your original payment method, including any shipping charge and applicable sales tax collected.
No return is required. You do not have to prove a technical defect, keep the packaging or send the frame back to use this Promise. Approving your proof does not remove your right to use it.
If you choose a revised replacement and still do not love it, you can request a full refund for 30 days after the replacement is delivered. This does not limit our responsibility for damage, the wrong item, non-delivery or any rights you have under applicable law.
The 30-day period starts when the frame is delivered to the address on your order, including when you choose delivery to yourself before giving it as a gift. Contacting us within that period preserves your request while we resolve it.
How to request help
Email nicholas@yourfamilyphoto.com with your order number, if you have it, and whether you would prefer a replacement or a refund. If you cannot find your order number, tell us the purchaser's name and email address so we can help locate the order. Please do not send payment-card details.
Gift recipients are welcome to contact us. We may need the buyer's help to identify the order, and refunds go to the original purchaser's payment method.
Before your photo is printed
You receive a proof before printing. We keep working with you on changes until you are happy with it, at no extra charge. This includes changes to the restoration and available choices such as brightness, photo finish, frame finish and mat color.
Nothing is printed until you approve it. Before printing begins, either you or we may stop the order for any reason. If either side stops, the order is cancelled, you receive a full refund and nothing is printed. There is no charge for work already done.
If your original photo cannot support a suitable print, we will discuss options such as a better photo or a smaller image. You do not have to accept those options; either side can stop before printing for a full refund.
After approval, you have 60 minutes to undo approval using the option on your proof page or by emailing us. Nothing is sent for printing during that window. Undoing approval pauses the order; tell us if you also want to cancel it. If you request changes before printing begins, we pause the order and send the changed proof for your approval before it can print.
The undo window does not end your right to stop an order that has not yet begun printing. Email us promptly if you want to stop or change the order after that window. Once printing has begun, we cannot promise to stop or alter the physical print. The YourFamilyPhoto Promise and any cancellation or refund rights required by law still apply.
If you need more time to send a photo or answer your proof
We will not print without your approval or cancel simply because a routine reminder goes unanswered. We will contact you to ask whether you want to continue, keep holding or receive a refund.
If a shipping delay requires a legal notice, we will explain the choices and response deadline. Where the law requires cancellation and a refund if we do not receive consent to a further delay, we will follow that requirement.
Damage, the wrong item or an order that does not arrive
If your frame arrives damaged, you receive the wrong item or your order does not arrive, contact us for a free replacement or a full refund. We handle the issue with our production and delivery partners; you do not need to pursue them yourself.
Please open and check your frame when it arrives. For damage or an incorrect item, photographs of the frame and packaging, if available, help us put things right and investigate the cause. Our request for photographs does not shorten your 30-day Promise or make keeping the packaging a condition of it. Non-delivery has no delivery date from which to count a 30-day limit.
Exchanges and personalized products
Each frame is made for your photo, so we handle exchanges through the revision-and-replacement option above. Personalized products are covered by the Promise. We do not charge a restocking fee, deduct restoration work from an eligible full refund or require you to pay replacement shipping.
The restored digital file is included with your frame. Receiving or downloading that file does not remove your refund rights for the order.
Refund processing
We will email you when your refund has been issued. We process eligible refunds promptly and no later than seven business days after receiving your request with enough information to identify the order, or after a legal refund obligation arises, whichever deadline applies first. We will not delay a refund that the law requires while waiting for supplier reimbursement.
Your bank or payment provider may take additional time to display the credit. If your original payment method cannot accept the refund, we will contact you to arrange an appropriate alternative; we will not require you to accept store credit.
Your legal rights
This Promise adds to your rights under applicable law. It does not exclude or limit rights concerning faulty or misdescribed goods, required refunds or other protections that cannot lawfully be excluded. The policy in place when you ordered applies to that order.
Contact
Your Family Photo is operated by Flightpath Publishing, Inc.
Email: nicholas@yourfamilyphoto.com
Mailing address: 123 East San Carlos Street PMB 1981, San Jose, CA 95112, United States.
This is a correspondence address, not a return or photo-processing facility. Do not mail original photographs or frames to this address. No return is required under the PerfectRestore™ Guarantee.