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 You have 30 days from the date of delivery to request a return. Items must be unused, unworn, in their original packaging, and in the same condition as received.

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. Do not ship any item back until you have received written instructions from our team — unauthorised returns may be refused or incur additional costs
  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:

  • 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
  • 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:

  • Contact us at support@memoriex.co.uk within 7 days 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 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]