Refund policy

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-day cooling-off period 

Due to the personalised nature of our products, the 14-day cooling-off period does not apply.

All Memory Metal items are made to order using the customer-provided images and text. For this reason, we cannot accept returns or cancellations once production has begun.

This does not affect your rights if your item arrives damaged, faulty, or incorrect. In these cases, please contact us, and we will resolve the issue promptly.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kate@memorymetal.co.uk.