Return, Exchange or Refund Policy

Return & Exchange Policy

At Memora, we prioritize your satisfaction and strive to make your shopping experience smooth and enjoyable. If for any reason you're not completely satisfied with your purchase, our return and exchange process is designed to be simple and convenient.

Eligibility for Returns and Exchanges

  • Merchandise must be unworn, unwashed, and in its original condition with all tags and packaging intact.
  • Returns or exchanges must be initiated within 30 days of the original order date.
  • Health and wellness or underwear items are non-returnable and non-exchangeable.

How to Initiate a Return or Exchange

  1. Contact Us: Start the return or exchange process by emailing our customer service team at info@memorashop.com. Please include your name, order number, a picture of the defective or incorrect item, and the reason for your return or exchange.

  2. Review and Approval: Our customer service team will review your request and respond within 24-48 hours with further instructions.

  3. Return Shipping: If your request is approved, you will receive a prepaid return label via email. Package your items securely and drop them off at a UPS facility. Please note that you must use the return label provided by us; do not return items to the original address.

  4. Processing Your Return: Once we receive your return, you will be notified, and we will process one of the following within 3-5 business days:

    • Refund to your original form of payment.
    • Exchange for a replacement, which will be shipped within 72 hours.

Special Conditions

  • If your tracking number indicates delivery, but you did not receive the package, you must provide a claim ID from your local post office. Upon verification, we will send a replacement.
  • A 30% restocking fee applies to all custom apparel, flags, and custom design items.

Refund Policy

We offer refunds under the following conditions:

  • Items must be returned in the same condition as received, using the return label provided by our customer service team.
  • Requests for refunds must be submitted via email to info@memorashop.com with your name, order number, and reason for the refund.
  • A 30% restocking fee applies. Refunds will be processed within 3-5 business days of receiving the returned items.

Important Notes

  • We do not offer refunds or replacements if an incorrect shipping address is provided by the customer.
  • Do not send your purchase back to the address from which it was originally shipped.

Returned to Sender

  • If your order is returned due to an incorrect address provided by you, we can reship it, but you will be responsible for a shipping and handling fee.
  • If you choose not to have the order reshipped, we will issue a refund minus the original shipping costs and a 30% restocking fee.
  • In cases where the package is lost or destroyed and not returned to us, we will offer a 50% store credit towards a new purchase.
  • If the correct address was provided and the order is returned, we will reship it at no additional cost.

Order Cancellation

  • Orders can be canceled or modified within the first 12 hours after purchase, as our products are custom-made upon order.

Clearance Items

  • Items purchased on clearance are final sale and cannot be returned, refunded, or exchanged. These items may not include original packaging and are sold as-is.

Warranties

  • Our refund and replacement policy is valid for 30 days from the date your order is marked as delivered. After 60 days, we are unable to offer refunds or replacements.

International Shipping

  • Customs duties, taxes, and additional charges are not included in our prices and are the responsibility of the buyer. These charges vary by country and are determined by local customs authorities.

For further inquiries or assistance, please contact us at info@memorashop.com