Refund policy

MEMORIEX Return & Refund Policy

Your satisfaction is our top priority. We want you to feel completely confident when choosing a gift from MEMORIEX. We offer a clear and transparent return process that balances our global sourcing model with your peace of mind.

Our Core Return Policy

We offer a 30-day return window from the date your order is delivered. If for any reason you are not satisfied with your purchase, you may initiate a return within this timeframe. Please note that the item must be unused, in its original packaging, and in the same condition you received it.

How to Initiate a Return

To begin your return, please email support(at)memoriex.co.uk.

You will need to provide your order number and the reason for the return. Our team will review your request and issue a Return Authorization Number (RAN) via email. Please include the RAN clearly on the outside of your return package.

Return Shipping Costs

Returns for Change of Mind (Standard): For returns initiated due to a change of mind, the customer is responsible for the return postage cost. We highly recommend using a trackable shipping method to ensure the item reaches us safely.
Returns for Internationally Sourced Items (Crucial): If your item was dispatched from outside the UK, do not ship the item back until you have received full instructions from our support team. We will provide a specific UK return address for you to use, ensuring you do not incur international shipping, customs, or import fees.
Defective or Damaged Items: If you receive a damaged or faulty item, please contact us immediately with photos. We will cover the return shipping costs and provide a prepaid return label.

Exceptions and Non-Returnable Items

Due to the bespoke nature of these products, we cannot accept returns for:

Personalised or customised items (unless faulty or damaged upon arrival).
Earrings (for hygiene reasons).
Perishable goods (if applicable).
Any items that have been used, damaged (except for reported defects), or are not in their original packaging.

Missing Orders

If you have not received your order within 20 business days of the shipping notification (as outlined in our Shipping Policy), please contact us. We will initiate a full investigation and offer a replacement or full refund.

Refunds

Once we receive the returned item and verify its condition, we will initiate the refund process. Refunds will be issued using the same payment method used for the original purchase. Please note that it may take a few business days for the refund to be processed and reflected in your account.