Returns, Refunds and Exchanges Policy

Standard Delivery ⋅ £3.99- Estimated delivery within 5 working days.
48 Tracked- £4.50- Estimated delivery within 48 hours
Saturday Delivery ⋅ from £11.99, subject to availability.
International Delivery Individually quoted at the checkout based on location

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:

• Clear photographs of the item Photographs of the packaging

• 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:

• A replacement

• A repair

• A refund

​The remedy offered will be at our discretion in line with consumer protection laws.

 
    Incorrect Orders
   If you receive an item that does not match your confirmed order due to our error, please contact us within 7 days of delivery. Where an error is confirmed, we will arrange for replacement or refund at no additional cost to you. We may require the incorrect item to be returned before issuing a refund or replacement.

  Refund Process
   Approved refunds will be processed using the original payment method. Refunds typically take 5–10 business days to appear, depending on your payment provider. Shipping fees are non-refundable unless the return is due to our error or a confirmed fault. We reserve the right to deduct any loss in value resulting from unnecessary handling of returned goods.


Exchanges
  Exchanges are not guaranteed and are subject to stock availability. Personalised items cannot be exchanged unless faulty. If an exchange is approved for a non-personalised item, customers may be responsible for any price difference and return shipping costs.

 Return Instructions
  Returns must not be sent without prior authorisation. Unauthorised returns may not be accepted or processed. Return shipping remains the customer’s responsibility until the item is received and inspected by us. We recommend using a tracked service, as we are not responsible for items lost in return transit.

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