At MEMORIES, we want you to feel confident and happy with your purchase. Each product is prepared with care, and we understand that sometimes things may not go as expected.

Please review our Returns & Refunds Policy below before making a purchase.

1. 30-DAY RETURN POLICY

We offer a 30-day return policy, which means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:

• In the same condition in which you received it
  
• Unused and unworn
  
• Free from damage caused after delivery
  
• In its original packaging where reasonably applicable
  
• Accompanied by your order number or other proof of purchase
  

To request a return, please contact us at:

Email: [YOUR CUSTOMER SUPPORT EMAIL]

Please contact us before sending any item back. Returns sent without first contacting us may not be accepted or may experience processing delays.

2. RETURN PROCESS

To start a return, contact our customer support team with:

• Your full name
  
• Order number
  
• Email address used for your order
  
• Item you would like to return
  
• Reason for the return
  
• Photos of the item if there is a product issue
  

If your return is approved, we will provide you with return instructions and, where applicable, the return address.

Please do not send returns to an address shown on the original shipping package unless our customer service team specifically instructs you to do so.

3. CHANGE-OF-MIND RETURNS

We understand that sometimes a product may simply not be right for you.

Eligible unused items may be returned within 30 days of delivery.

Unless the product arrived damaged, defective, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs for change-of-mind returns.

Original shipping charges are generally non-refundable.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item arrives:

• Damaged
  
• Defective
  
• Broken
  
• Incorrect
  
• Materially different from what you ordered please contact us as soon as reasonably possible after delivery.

Include your order number and clear photos or videos showing the issue.

Once we review your request, we may offer an appropriate solution, such as:

• A replacement
  
• A refund
  
• Another reasonable resolution depending on the circumstances
  

If we confirm that the item arrived damaged, defective, or incorrect, you will not be required to pay return shipping costs where a return is necessary.

5. ITEMS THAT CANNOT BE RETURNED

Certain items may not be eligible for return unless they arrive damaged, defective, incorrect, or applicable law provides otherwise.

These may include:

• Personalized or customized products
  
• Made-to-order products that have been specifically personalized for you
  
• Gift cards
  
• Items damaged through misuse or improper handling
  
• Items showing significant signs of use
  
• Items returned outside the applicable return period
  

Please contact us if you are unsure whether your item is eligible for return.

6. PERSONALIZED AND CUSTOM PRODUCTS

Because personalized products are produced specifically according to the customer's requested customization, we generally cannot accept returns or exchanges for personalized items due solely to a change of mind.

However, if your personalized product arrives damaged, defective, or with customization that materially differs from the information submitted with your order, please contact us.

We will review the issue and provide an appropriate resolution where applicable.

7. PRODUCT APPEARANCE AND MINOR VARIATIONS

Many MEMORIES products feature artwork, illustrations, printing, decorative finishes, or designs applied to physical products.

Because of differences in manufacturing processes and digital displays, minor variations may occur in:

• Color
  
• Print placement
  
• Artwork positioning
  
• Surface texture
  
• Dimensions
  
• Decorative finish
  

Colors may also appear slightly different depending on your monitor, phone, screen settings, and lighting conditions.

Minor variations that do not materially affect the appearance, function, or intended use of the product are generally not considered defects.

If you believe the item you received is materially different from the product shown or described on our website, please contact us with photos so we can review the issue.

8. EXCHANGES

The availability of exchanges depends on the product and circumstances.

If you would like a different product, size, style, or design, please contact us.

In some situations, the fastest option may be to return the eligible original item and place a new order separately.

For damaged, defective, or incorrect items, please contact us before placing another order so we can determine the appropriate solution.

9. REFUNDS

Once we receive and inspect an eligible returned item, we will notify you whether your refund has been approved.

If approved, the refund will generally be issued to your original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Processing times vary between financial institutions and are outside our control.

10. PARTIAL REFUNDS

In certain circumstances, only a partial refund may be appropriate.

This may include eligible returns where an item has been returned in a condition materially different from the condition in which it was delivered, subject to applicable law.

We will review each case individually before determining whether a partial refund is appropriate.

11. RETURN SHIPPING COSTS

For approved returns resulting from a change of mind, the customer is generally responsible for return shipping costs.

If we confirm that you received a damaged, defective, or incorrect product, MEMORIES will provide an appropriate resolution and will cover reasonable return shipping costs where we require the item to be returned.

Shipping costs are not refundable for change-of-mind returns unless required by applicable law.

We recommend using a trackable shipping method when returning an item.

12. LOST RETURN PACKAGES

Customers are responsible for return packages until they are delivered to the return location provided by us, except where MEMORIES provides and controls the return shipping method.

We recommend retaining your return tracking number and shipping receipt until your return has been completed.

MEMORIES cannot guarantee refunds for customer-arranged return packages that cannot be confirmed as delivered.

13. ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

We process orders quickly, so cancellation is not guaranteed once an order has entered processing, production, or fulfillment.

If your cancellation request is approved before fulfillment begins, we will cancel the applicable order and issue a refund to your original payment method.

For personalized or made-to-order products, cancellation may not be possible after production has started.

14. INCORRECT SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your shipping information, please contact us immediately.

We will make reasonable efforts to update the address before fulfillment, but we cannot guarantee that changes can be made after an order has entered processing or has been shipped.

If a package is returned because of an incorrect or incomplete address supplied by the customer, additional shipping costs may apply before the order can be resent.

15. LOST OR MISSING PACKAGES

If your tracking information shows unusual delays or your package has not arrived within a reasonable period after the estimated delivery timeframe, please contact us.

We may work with the shipping carrier or fulfillment provider to investigate the shipment.

If the package is confirmed to have been lost in transit, we will review the situation and provide an appropriate resolution, which may include a replacement or refund.

If tracking indicates that a package has been delivered but you cannot locate it, please first check around the delivery location and with household members, neighbors, building management, or the applicable carrier.

Then contact us if you still need assistance.

16. REFUSED OR UNCLAIMED PACKAGES

If a package is refused, left unclaimed, or returned to sender for reasons unrelated to an error by MEMORIES or the shipping carrier, any refund will be determined after the package has been returned and inspected.

Original shipping charges and additional carrier or return costs may be deducted from the refund where permitted by applicable law.

17. PROMOTIONAL AND SALE ITEMS

Unless otherwise stated, eligible sale and promotional items are covered by our standard 30-day return policy.

However, products clearly identified as Final Sale before purchase may not be eligible for change-of-mind returns.

This does not affect your rights regarding products that arrive damaged, defective, incorrect, or otherwise protected under applicable consumer law.

18. CHARGEBACKS AND PAYMENT DISPUTES

If you experience a problem with your order, we encourage you to contact us first so we have an opportunity to resolve the issue.

We take legitimate payment disputes seriously and will provide relevant order, delivery, communication, and transaction records to payment providers when responding to a dispute.

Nothing in this section limits any rights you may have through your payment provider or under applicable law.

19. CONSUMER RIGHTS

This Returns & Refunds Policy is intended to operate alongside applicable consumer protection laws.

Nothing in this Policy is intended to exclude, restrict, or limit rights or remedies that cannot legally be excluded or limited.

Where applicable law provides you with greater consumer protection than this Policy, the applicable legal requirements will take precedence.

20. CONTACT US

If you have questions about a return, refund, replacement, or your order, please contact us:

MEMORIES

Website: bymemories.com

Email: [YOUR CUSTOMER SUPPORT EMAIL]

Please include your order number when contacting us so we can assist you more quickly.