Refund policy

Because every MemoryMint piece is custom-made from your pet photo and approved design, we are not able to accept returns for change of mind, incorrect photo choice, or personal preference after production has started. However, if there is a quality issue, damage, or a clear mismatch from your approved design, we will make it right.

Order Cancellation

You may request a full cancellation and refund within 24 hours of placing your order.

After 24 hours, your order may already be in design review or production preparation. If production has not started yet, we may still be able to cancel your order in full.

If production has already started, cancellations may be subject to a 30% service fee to cover the custom design, review, and production work already completed.

Once your order has shipped, it can no longer be cancelled.

Custom-Made Items

Each item is made specifically for your order using the photo and design you approved before checkout. Because of this, custom products are not eligible for return or refund due to:

  • Change of mind
  • Choosing the wrong photo
  • Wanting a different pet photo after production has started
  • Minor color, texture, lighting, or handmade-detail differences
  • Small differences between the digital preview and the finished raised-relief piece

Your preview is a design reference. The final piece is handmade and may have slight natural variations.

Quality Guarantee

If your item arrives damaged, defective, or clearly does not match your approved design, please contact us within 7 days of delivery at service@getmemorymint.com.

Please include:

  • Your order number
  • Clear photos of the item
  • A brief description of the issue

If approved, we will send a free replacement — no return needed.

Damaged or Incorrect Items

If your item is damaged during shipping, has a production defect, or we made the wrong item, we will replace it at no cost to you.

In most cases, we do not require you to return the original item.

Shipping Delays

Each piece is made to order. Our usual production time is 7–14 business days, followed by 7–10 business days for shipping after dispatch.

If your order is significantly delayed, please contact us at service@getmemorymint.com and we will help check the status.

Refund Method

Approved refunds will be issued to the original payment method. Please allow several business days for your bank or payment provider to process the refund after it has been issued.