Refund Policy

Last updated: August 03, 2026

At Memory House, we take great pride in the quality of our craftsmanship and personalized products. Because our items are made-to-order and uniquely customized for each customer, our refund guidelines are structured differently than traditional retail stores.

1. Eligibility for Refunds

Refunds are generally only issued under the following circumstances:

Manufacturing Defects: If the product arrives with physical damages or errors in personalization made on our end (e.g. wrong spelling compared to your text input).
Transit Damage: If the product was damaged during shipping. In this case, you must notify us within 48 hours of delivery with photographic proof of the packaging and item.
Incorrect Items: If you received an item different from the one you ordered.

2. Non-Refundable Scenarios

We cannot offer refunds or cancellations in the following scenarios:

Spelling mistakes, capitalization errors, or incorrect layouts provided by the user in the text customization box.
Low-resolution or blurred images uploaded by the customer for personalization.
Change of mind after the custom production has already started.
Delayed deliveries caused by incorrect or incomplete shipping addresses provided by the customer.

3. Processing Refunds

Once your claim is received, inspected, and approved, we will process your refund. The refund amount will automatically be credited back to your original payment method within 5–7 business days, depending on your bank or payment issuer.

4. Contact Details

To initiate a refund request, please email us at support@memoryhouse.com with your order number, clear photographs, and details of the issues.