Refund policy
CUSTOMIZED PRODUCTS
All MEMENTAIL keepsakes are handcrafted from wool felt and personalized based on the photographs and details you provide. Because each piece is made specifically for you, all sales are final. We do not accept returns, exchanges, or refunds for change of mind, minor handmade variations, or issues caused by inaccurate or incomplete information supplied with your order.
PROOF APPROVAL AND REVISIONS
Before shipping, we send you photographs of your finished keepsake for approval. You may request up to two (2) rounds of revisions. Once you approve the final photographs, or once the two revision rounds have been used, the keepsake will be shipped as approved and no further changes, returns, or refunds will be accepted.
DAMAGED PARCELS
If your parcel arrives damaged, you must email us within 24 hours of delivery with:
- Your order number,
- A clear description of the damage, and
- Photographs of the damaged item and its packaging, taken within 24 hours of delivery.
Claims submitted after 24 hours, or without photographic evidence, cannot be accepted.
If your damage claim is approved, we will issue a refund to your original payment method for the value of the damaged item. Processing time depends on your payment provider or financial institution.
ORDER CHANGES AND CANCELLATIONS
To request a change or cancellation, contact us through the store's Contact page within 24 hours of placing your order. We will try to accommodate the request, but changes or cancellations are not guaranteed once production has begun.
CONSUMER RIGHTS
Nothing in this policy limits any mandatory rights or remedies available under applicable consumer-protection law.
CONTACT
Start any damage claim through the Contact page on our store or email us at info@gearoot.com.