Refund policy
Refund & Return Policy
Last updated: June 2026
At Memory Sound™, customer satisfaction is our priority. Because our products are custom-made and personalized for each customer, our return and refund policy differs from that of standard retail products.
Returns
We offer a 30-day return policy for eligible items. This means you have 30 days after receiving your order to contact us regarding any issues with your purchase.
Due to the personalized nature of our products, customized items cannot be returned, exchanged, or refunded for reasons including but not limited to:
- Change of mind
- Personal preference
- Incorrect photo uploads provided by the customer
- Incorrect song selections provided by the customer
- Ordering by mistake
- No longer wanting the item after production or delivery
Each Memory Sound™ product is created specifically for the customer and cannot be resold.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or if you receive the wrong item, please contact us within 30 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
Once we review the claim, we will determine the appropriate resolution, which may include:
- A replacement product
- A repair solution
- A full or partial refund
If approved, there will be no additional cost to you.
How to Report an Issue
To report a damaged, defective, or incorrect item, email us at:
Our support team will review your request and respond as quickly as possible with further instructions.
Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Personalized products
- Custom photo products
- Custom music products
- Special-order items
- Sale items
- Gift cards
Exchanges
Because each product is personalized, we do not offer direct exchanges.
If your order arrives damaged, defective, or incorrect, we will review your claim and provide a replacement when appropriate.
European Union Customers
If your order is shipped to a country within the European Union, certain consumer rights may apply under local laws.
However, pursuant to applicable consumer protection regulations, the right of withdrawal may not apply to goods made to the consumer's specifications or clearly personalized products.
If your item arrives damaged, defective, or incorrect, please contact us and we will work with you to resolve the issue.
Refund Processing
If a refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed and appear in your account, depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at:
Contact Us
If you have any questions regarding this policy, please contact us:
Email: thememorysound@gmail.com