Written Return & Refund Policy

Pre- made/ Non- customized products:

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused  with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@mementoys.co.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@mementoys.co.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@mementoys.co.

 

Custom products / non-returnable / non refundable items

We do not accept returns or exchanges for personalized or customized products. Once the order for a custom item has been submitted, we are unable to cancel the order, and the buyer is responsible for the full payment. 

In the event of product defect(s) or damages, you may be eligable for a replacement or a refund. Please contact us immediately for any discrepancies, and we will try our best to make it right/ produce a new item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.