Refund policy

Returns & Refunds Policy

Every MemorLume product is personalized and made to order using the photo and customization details provided by the customer. For this reason, personalized products are final sale and are not eligible for returns, exchanges, or refunds due to a change of mind once production has started.

Order changes and cancellations

If you need to change or cancel your order, please contact us as soon as possible at support@memorlume.com.

If production has not yet started, we will do our best to accommodate your request. Once production has begun, changes or cancellations may no longer be possible.

Customer-provided personalization

Please carefully review your uploaded photo, text, spelling, selected product options, and other personalization details before placing your order.

Once production has started, we cannot guarantee changes to information or content supplied by the customer.

Damaged, defective, incorrect or non-conforming orders

Please inspect your order when it arrives. If your item is damaged, defective, materially different from what you ordered, contains a manufacturing or personalization error attributable to us, or you receive the wrong product, contact us as soon as possible at support@memorlume.com.

Please include your order number and clear photographs showing the issue. To help us assess the condition on arrival, please keep all packaging and, where reasonably possible, provide one continuous, unedited video starting with the unopened parcel and showing the opening and the issue. If you cannot provide a video, contact us anyway and provide any other evidence reasonably available to you. We will not deny a mandatory consumer remedy solely because an unboxing video is unavailable.

Once the issue has been reviewed and confirmed, we will provide an appropriate resolution, which may include a replacement, remake or refund at no additional cost to you.

Lost parcels

Please check your tracking information first. A shipment that is delayed is not automatically considered lost. If the carrier confirms that your shipment is lost, contact us at support@memorlume.com with your order number and tracking details.

We will review the case and, once the loss is confirmed, provide an appropriate resolution, such as a replacement or refund. You will not be charged for replacement shipping when the confirmed loss was not caused by an incorrect or incomplete address supplied with the order.

Returns

Do not send any item back without contacting us first.

If a physical return is required, we will provide return instructions and the applicable return address before the item is sent.

Returns sent without prior authorization may not be accepted.

European Union right of withdrawal

The statutory 14-day right of withdrawal generally does not apply to goods that are made to the consumer's specifications or are clearly personalized.

This does not affect any mandatory consumer rights that apply to defective, damaged, incorrect or non-conforming goods.

Refunds

If a refund is approved, it will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@memorlume.com.

Legal guarantee and non-conforming goods

Nothing in this policy limits any mandatory consumer rights that apply to defective or non-conforming goods. Where applicable, customers retain their statutory rights to repair, replacement, price reduction or refund in accordance with applicable consumer law.

Contact

For questions regarding returns, cancellations, damaged items, lost parcels or refunds, contact support@memorlume.com.