Refund policy

MEMORIEX — Return & Refund Policy Last updated: 3 October 2026

Our Commitment At Memoriex, your satisfaction is our priority. We want you to shop with complete confidence. This policy sets out your rights and our process clearly and honestly — so there are no surprises.

Change-of-Mind Return Window You have 14 days from the date of delivery to notify us that you wish to cancel your purchase and request a change-of-mind return, subject to the exclusions below. For change-of-mind returns, we ask that items are unused, unworn, in their original packaging, and in the same condition as received. This 14-day change-of-mind window does not limit your statutory rights or your rights relating to faulty, damaged, incorrect or not-as-described items.

Product Images & Descriptions Our product listings include both studio/model photography and actual product photographs to give you the most accurate representation possible. Please review all listing images carefully before purchasing.

Studio and model images may present products in idealised lighting and styling conditions. Where actual product photos are also provided in the listing, these represent the item you will receive. Minor variations in colour tone due to screen calibration or lighting are not considered a defect. However, if the item you receive differs materially in construction, design, or specification from the product description or images, this constitutes a valid reason for return.

Eligible Returns We accept returns for the following reasons:

  • Item received is faulty or damaged upon arrival
  • Item received does not match the product description or specification (not as described)
  • Wrong item received
  • Change of mind within 14 days of delivery (statutory right under Consumer Contracts Regulations 2013)

Non-Returnable Items The following items cannot be returned or exchanged:

  • Personalised or customised items (unless faulty or damaged upon arrival)
  • Earrings and pierced jewellery (for hygiene reasons)
  • Perishable goods (food, flowers, etc.)
  • Items that have been used, worn, or are not in their original packaging
  • Items returned without prior authorisation from our team
  • Change of mind returns requested after 14 days from delivery

How to Initiate a Return

  1. Email us at support@memoriex.co.uk with your order number and reason for return
  2. Contact us for written return instructions before sending an item back. The correct return address may differ from the dispatch address or our registered office. We will provide the appropriate address and any required return reference. Requesting instructions does not remove your statutory cancellation or return rights.
  3. Please include clear photographs of the item received, particularly if your return relates to a fault, damage, or a discrepancy with the listing
  4. We will review your request within 3 business days and confirm next steps including a Return Authorisation Number (RAN) where required
  5. Once you dispatch the return and provide us with a tracking number, your refund will be processed within 3–5 business days

Important — International & Overseas Supplier Returns Memoriex sources products from suppliers worldwide. For items sourced internationally:

  • International returns may involve overseas postage, carrier restrictions and customs documentation. Please contact us before arranging shipment so we can confirm the correct destination, required documents and whether a return label or another arrangement will be provided. Do not send items to the address on the original parcel without checking our instructions.
  • A UK return address is not available for every product. Depending on the item and supplier, the designated return address may be in the UK or overseas. Supplier-specific arrangements govern return logistics only; they do not override your rights against Memoriex.
  • Where a physical return is impractical or disproportionately costly, we may agree a resolution without requiring the item to be returned. Any permission to keep, donate or dispose of the item must be confirmed by us in writing. A refund without return is assessed case by case and is not an automatic entitlement under this policy; this does not limit any remedy required by law.

Supplier Return Arrangements Memoriex is your point of contact for returns, whether your item is sourced from a UK or overseas supplier. We coordinate the return address, documentation and handling with the supplier. Supplier approval or reimbursement does not determine or remove your statutory rights against Memoriex.

Return Shipping Costs

  • Change-of-mind returns: You are responsible for direct return postage costs where this responsibility was disclosed before purchase and permitted by applicable law. International return postage can be more expensive than domestic postage. Please obtain the correct return instructions before booking a service; a prepaid label is not included as standard for change-of-mind returns. We recommend a tracked service.
  • Faulty, damaged, not as described, or incorrect items: Memoriex will cover return shipping costs and provide a prepaid return label or reimbursement arrangement
  • International supplier returns: Do not arrange return shipping independently — await our instructions to avoid unnecessary costs

Refunds

  • Refunds are issued to the original payment method used at checkout
  • Once your return tracking number is received and verified, refunds are processed within 3–5 business days by Memoriex
  • Your bank or card provider may take a further 3–5 business days to reflect the refund in your account
  • Total time from return dispatch to refund received: typically 6–10 business days

Damaged, Defective, or Incorrect Items If your order arrives damaged, defective, or incorrect:

  • Please inspect your order on arrival and contact us at support@memoriex.co.uk about visible damage, missing items or incorrect items as soon as possible, ideally within seven days of delivery. Prompt reporting helps us investigate with our suppliers and carriers. This request does not limit your statutory rights, including where a fault becomes apparent later.
  • Include your order number and clear photographs of the issue
  • We will arrange a replacement, full refund, or alternative resolution at no cost to you
  • Where return shipping costs are disproportionate, we may agree a resolution without a physical return. Please retain the item until we confirm instructions in writing. This is assessed case by case and does not limit your statutory remedies.

Missing Orders If your order has not arrived within 20 business days of your dispatch notification:

  • Contact us at support@memoriex.co.uk with your order number
  • We will open a full investigation with the carrier
  • A replacement or full refund will be offered upon conclusion of the investigation

Your Statutory Rights This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You retain the right to cancel most orders within 14 days of receipt for any reason. Personalised and customised items are exempt from the statutory 14-day cancellation right.

Contact Us For all return and refund enquiries: Email: support@memoriex.co.uk Subject line: Return Request — [Your Order Number]