Refund and Returns Policy
Refund & Return Policy
1. Made-to-order items
Every item sold on Unimemorie is custom-made to your specifications. Production normally begins after you explicitly approve a design proof, and the personalized item generally cannot be resold. For that reason:
- Once production has begun, custom items are generally not eligible for change-of-mind returns, exchanges, or refunds.
- Differences in personal taste that were clearly presented in and approved through your design proof are not normally grounds for a change-of-mind refund.
Nothing in this policy limits your rights if an item is defective, damaged, incorrect, or not as described, or any other rights you have under applicable consumer law.
2. If something goes wrong (defect, damage, or wrong item)
If your item arrives damaged, is defective, is not the item you ordered, or its personalization materially differs from the design proof you approved, please contact us. For a verified issue attributable to us, you may choose either:
- a free remake and reshipment at our cost; or
- a full refund for the affected order.
You do not need to return the affected item for an approved claim, and we cover the reasonable replacement and reshipment costs.
Please email support@unimemorie.com as soon as possible, ideally within 14 days after delivery, with your order number and clear photos if available. We aim to respond within 2 business days. The 14-day reporting request does not remove any non-waivable rights or remedies under applicable law.
3. Your design proof — please check it carefully
Before production, we email you a digital design proof. You may request up to 2 free revisions. Please check names, dates, spelling, colors, and other details carefully before approving.
We require your explicit approval before production begins. If we do not hear from you within 72 hours, we will send a reminder and may pause production while awaiting your response; silence is not treated as approval.
Once you approve the proof and production begins, corrections to details that appeared exactly as approved may not be possible. If the finished product does not match your approved proof or is defective, your rights under Section 2 remain in effect.
4. Cancellations
- Before production begins: you can request cancellation for a full refund. Please contact us promptly, ideally before approving the proof.
- After production begins: change-of-mind cancellations are generally not refundable because the item is personalized, except where required by law or where this policy provides a refund for an error, defect, or unfulfilled shipping commitment.
5. If we cannot ship on time
We display the applicable shipment estimate for a custom item on its product page or at checkout. The usual production target, where stated, is shipment within 12 business days after your explicit proof approval; proof preparation and the time you take to approve it are separate stages. The shipment commitment communicated when you order remains subject to applicable consumer-protection rules.
If we cannot ship within the promised timeframe, we will notify you of the delay and provide a revised shipping date or explain why one is not yet available. Where required, you may consent to the delay or cancel for a full and prompt refund. We will not treat silence as consent where affirmative consent is required by law.
6. How refunds are issued
Approved refunds are made to your original payment method. We generally initiate ordinary approved refunds within 10 business days, or sooner where applicable law requires a faster refund (including certain cancellations for delayed shipment). Your bank or payment provider may take additional time to post the credit.
7. Questions
Email us anytime: support@unimemorie.com
