Refund policy
Return & Refund Policy
We offer a 90-day return request period, meaning you have up to 90 days after receiving your order to submit a return request. Submitting a request within 90 days does not guarantee that a return or refund will be approved.
Return Eligibility
To be considered for a return, all of the following conditions must be met:
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The return request must be submitted within 90 days of delivery.
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The item must be unused, unworn, unwashed, and free from signs of wear, damage, alteration, or misuse.
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The item must be returned in its original packaging with all accessories, inserts, manuals, and tags included.
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A valid proof of purchase or order number is required.
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The item must pass our inspection upon receipt before any refund, replacement, or store credit is authorized.
Returns that do not satisfy these requirements may be refused at our sole discretion, except where prohibited by applicable law.
Return Authorization
To initiate a return, contact us at memoryprint@use.startmail.com.
Do not send any item back without receiving prior written authorization and return instructions from us. Unauthorized returns may be refused and returned to the sender at the sender's expense.
If your return request is approved, we will provide instructions on how and where to send your package.
Personalized & Custom Products
Because our products are made specifically for each customer, all personalized, custom-made, made-to-order, engraved, printed, or otherwise customized products are final sale and are not eligible for return, exchange, or refund solely because the customer changed their mind, no longer wants the item, ordered the wrong size, entered incorrect personalization, or made any other purchasing error.
Customers are responsible for carefully reviewing all personalization details, spelling, photos, dates, colors, sizes, and shipping information before placing their order.
Once production has begun, orders cannot be modified or cancelled.
Nothing in this section limits any non-waivable consumer rights provided under applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery with:
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Your order number.
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A description of the issue.
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Clear photographs of the product, packaging, and shipping label.
Failure to report shipping damage or incorrect items within this period may affect our ability to process your claim, except where prohibited by law.
If we determine that the issue resulted from our manufacturing or fulfillment process, we may, at our discretion, repair, replace, or refund the item.
Non-Returnable Items
The following items are not eligible for return:
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Personalized or custom-made products.
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Sale or clearance items.
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Gift cards.
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Perishable goods.
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Personal care products.
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Hazardous materials, flammable liquids, or gases.
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Items showing signs of use, damage, washing, modification, or misuse.
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Products returned without prior authorization.
Exchanges
We only replace items that are defective or incorrectly fulfilled.
We do not offer exchanges for personalized items due to customer preference, incorrect ordering, or changes of mind.
Refunds
After receiving your authorized return, we will inspect the item.
Approval of a return request does not guarantee approval of a refund.
If approved, refunds will be issued to the original payment method within approximately 10 business days, although processing times may vary depending on your financial institution.
Original shipping charges, expedited shipping fees, customs duties, taxes, and return shipping costs are non-refundable unless required by applicable law or if the return is due to our error.
European Union
For orders shipped into the European Union, consumers may have mandatory statutory rights, including a 14-day withdrawal period where applicable.
However, under applicable EU consumer protection laws, the right of withdrawal may not apply to goods that are made to the consumer's specifications or are clearly personalized.
Nothing in this policy is intended to limit any mandatory rights provided by applicable law.
Contact
For return requests or questions regarding this policy, please contact: