Refund policy

Refunds and Exchanges

We try to keep our shop policies simple and we want to keep our policies as open and as transparent as possible. If you have any questions, please contact enquiries@makememento.com.

Cancellations:
For most items on our website you have the legal right to cancel your order within 7 working days of receiving the goods. If you wish to cancel your order you can notify us by contacting our customer services.

You cannot cancel your order if the goods that you have ordered if the product is personalised or custom made to your requirements.

Due to the nature of our products, they are immediately scheduled for production. Please check your order during order process and the confirmation email carefully as we cannot refund or cancel your order for personalised products which have been mis-spelt or you have had a change of heart.

Returns:
We believe that you will be satisfied with your purchase. If you feel that you need to return an item, we will keep this process simple. These terms do not affect your statutory rights.

We have no liability to you unless you notify us of any damaged, defective or incorrect quantity items within 30 days of purchase. You must return goods within 30 days of receiving, in an unused state complete with packaging and all components, and we will refund you the price you paid for that product including postage and package. Please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.

Our return policy does not apply to items which have been personalised or custom made for you or you have provided incorrect or inaccurate information during order process. If the goods that we deliver are not what you ordered or are damaged or defective, we will replace the goods.

Please note that product returns are not able to be accepted in person at our office address and you must contact us in writing or by email before returning the goods.

Images have been provided for illustrative purposes only and we do not guarantee that any image will reproduce in true colour on your computer monitor nor that any given image will reflect or portray the full design or options relating to that product.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at enquiries@makememento.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, please contact us to arrange to return your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.