Refund policy
MEMORIEX — Return & Refund Policy
Last updated: May 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.
Return Window
Return eligibility varies depending on the product and supplier:
- Standard items: 14–30 days from the date of delivery
- The specific return window applicable to your order will be confirmed when you contact us
Items must be unused, unworn, in their original packaging, and in the same condition as received.
How to Initiate a Return
- Email us at support@memoriex.co.uk with your order number and reason for return
- Do not ship any item back until you have received written instructions from our team
- For eligible returns, a Return Authorisation Number (RAN) will be issued where required
- Once you dispatch the return and provide us with a tracking number, your refund will be processed within 1–3 business days
Important — International & Overseas Supplier Returns
Memoriex sources products from suppliers worldwide. For items sourced internationally:
- Do not return the item until you receive full written instructions from our team — unauthorised returns may incur customs charges, import duties, and international shipping fees that cannot be refunded
- A specific UK return address will be provided where applicable
- In some cases, where the cost of return is disproportionate to the item value, Memoriex may at its sole discretion offer a full refund and ask you to keep the item
UK Supplier Returns
For items sourced from UK-based suppliers, returns are managed in accordance with the individual supplier's terms and conditions. Full details will be provided when you contact us.
Return Shipping Costs
- Change of mind returns: Return postage is the customer's responsibility. We recommend using a tracked service
- Defective, damaged, or incorrect items: Memoriex will cover return shipping costs and provide a prepaid return label or alternative 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, refunds are processed within 1–3 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 4–8 business days
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
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us at support@memoriex.co.uk within 48 hours of delivery
- 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
- In cases where return shipping costs are disproportionate, Memoriex may offer a full refund and ask you to keep the item
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. 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]