Refund policy
In the rare event that a product is faulty or personalization is incorrect, we will resolve the issue promptly. All return costs are fully covered, and we’ll send a replacement without delay.
Overview
At Memento Magic, many of our products are personalised and made to order. Due to the customised nature of these items, return rights differ from standard retail purchases. This policy outlines when returns, refunds, or exchanges may be accepted and the conditions that apply. By placing an order, you agree to the terms below.
Personalised & Customised Products
Personalised, customised, or made-to-order items cannot be returned, exchanged, or refunded unless: The item is faulty The item is damaged in transit We have made an error in production This policy complies with the Consumer Contracts Regulations, which exclude customised goods from standard cancellation rights. Customers are responsible for ensuring that all personalisation details (including spelling, dates, formatting, and design selections) are correct at the time of ordering. We are not responsible for errors submitted by the customer. Once production has begun, orders cannot be cancelled or amended.
Non-Personalised Items
If we offer non-personalised products, customers may request a return within 14 days of delivery. Returned items must be: Unused In original condition In original packaging. Customers are responsible for return shipping costs unless the item is faulty. We reserve the right to refuse returns that show signs of use, damage, or alteration.
Faulty or Damaged Items
If your item arrives faulty or damaged, you must notify us within 48 hours of delivery. To assess your claim, we may require:
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Clear photographs of the item Photographs of the packaging
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A description of the issue
Failure to report damage within a reasonable timeframe may affect eligibility for replacement or refund.
If a fault is confirmed, we may offer:
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A replacement
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A repair
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A refund