Refund policy

At Mementora, every object is thoughtfully crafted to order, based on the details and photographs you share with us. Due to the personalised nature of our products, returns and refunds are handled with care and clarity.

Please read this policy carefully before placing an order.

Custom & Personalised Products

Most Mementora products are custom-made and personalised. As a result:

We do not accept returns or refunds for:
- Change of mind
- Incorrect photo uploads by the customer
- Personal preferences after delivery
- Minor colour or layout variations that are part of the design process

Once an order has been confirmed and crafting has begun, it cannot be cancelled.

Damaged or Defective Products

We take great care in crafting and packaging every order. However, if your product arrives damaged or has a manufacturing defect, we are here to help.

You may be eligible for a replacement or refund only under the following conditions:

Mandatory Requirement — Unboxing Video

To raise a valid claim, an uninterrupted unboxing video is mandatory.

The video must:

Start before opening the package
Clearly show the sealed package
Continue without cuts until the product is fully visible

⚠️ Claims without a complete opening video will not be accepted.

This helps us verify transit damage and maintain fairness for all customers.

How to Raise a Return or Refund Request

If you receive a damaged or defective product:

Contact us within 48 hours of delivery
Share:
- Order number
- Clear photos of the issue
- The complete unboxing video

Once reviewed, our team will guide you through the next steps.

Resolution Method

Based on verification, Mementora may offer:

A replacement of the product, or
A refund, where applicable

Refunds, if approved, will be processed to the original mode of payment within 5–7 business days after approval.

Items Not Eligible for Return or Refund

Products without an unboxing video
Products damaged due to mishandling after delivery
Orders with incorrect information provided by the customer
Items marked as final or non-customisable (if mentioned on the product page)

Need Help?

If you have any questions or concerns, feel free to reach out to us through the Contact page or WhatsApp. Our team usually responds within 24 hours.

Thank you for choosing Mementora.
Every piece is crafted with care, intention, and respect for your story.