Refund policy

Last updated: November 28, 2025

 

Thank you for shopping with Memories that Matter™

1. Store Return Policy

We offer a 14-day return window, available to customers worldwide. You may request a return within 14 days of receiving your order.

To be eligible for a return, items must be:

  • in the same condition as received

  • unused, unmarked, and undamaged

  • ideally, in their original packaging

  • accompanied by proof of purchase

2. How to Start a Return

To start a return, please either:

  • use the return link provided in your order confirmation email, or

  • contact us at support@memories-that-matter.com

Please wait for a Return Merchandise Authorisation (RMA) and instructions before sending items back.  Returns without a valid RMA may not be accepted.

Return shipping costs are the customer’s responsibility unless the item received is defective or different from that ordered.

We recommend using a tracked service, as goods remain your responsibility until they reach us in proper condition as described above.

 

3. Damages and Issues

Please inspect your order upon arrival.

If any item received item is defective, or incorrect, contact us immediately.

In these cases, we will:

  • cover return shipping, and

  • offer either a replacement or a full refund

 

4. Exceptions / Non-Returnable Items

Regretfully, we cannot accept returns for:

  • personalised or custom-made items

  • digital products once downloaded

  • gift cards

If you are unsure as to whether a product is returnable, please contact us before ordering.

 

5. Exchanges

Regretfully, we are unable to  process direct exchanges.

If you want a different item, please:

  1. Request a return for the original item

  2. After the return is approved and a RMA received, place a new order

6. European Union 14-Day Cooling-Off Period

 

If your order is shipped into the European Union, you also have a legal right to withdraw from your purchase within 14 days, without giving any reason.

The 14-day withdrawal period begins when you or a third party nominated by you (other than the carrier) receive the goods.

To exercise this right, please:

  • contact us using the details above, or

  • initiate a return through our return portal

During this period, items must be returned in a condition suitable for resale — unused and undamaged.

Return shipping costs for EU cooling-off returns are borne are the responsibility customer unless the product shipped is different from that ordered.


7. Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

  • refunds are issued to your original payment method

  • within 14 days of confirmed receipt

Your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact your bank or credit card provider in the first instance.

If rejected:

We will provide you with a clear statement of reasons why.