Return & Refund Policy
At Memopaw, we take pride in our artisan craftsmanship—from wool felt and leather engraving to glass paintings. Because many of our pieces are one-of-a-kind tributes, our policy is designed to protect the integrity of the handmade process while ensuring your satisfaction.
1.Order Cancellations
Cancellation Window
You may cancel your order within 6 hours of placing it for a full refund.
Cancellations After 6 Hours
Because our artists begin preparing and crafting orders shortly after purchase, cancellation requests submitted after 6 hours will be subject to a 25% restocking and labor fee to cover material preparation and production costs.
Once an item has entered final production or has been shipped, the order can no longer be canceled.
2. Customization & Modifications
Design Approval Process
Before shipment, we will send a preview of your customized piece via email for approval.
Please review and respond within 48 hours with either:
- Approval confirmation, or
- Requested revisions based on the original submitted photo/design.
Auto-Approval Policy
If no response is received within 48 hours, we will treat the design as approved and proceed with final production and shipping to avoid delivery delays.
Revisions
We offer unlimited revisions before shipment based on the original customization request.
Finality of Customized Orders
Once:
- the approval period has passed, or
- the order has been shipped,
no further modifications, edits, or changes can be made.
3. Returns & Exchanges
A. Customized & Personalized Products
Due to the personalized and handmade nature of our memorial products, customized items are non-returnable and non-refundable once shipped, including but not limited to:
- Bespoke Custom
- Essential Custom
- Memorial Custom
However, if your customized item:
- arrives damaged,or
- differs significantly from the approved design,
please contact us within 48 hours of delivery for assistance.
B. Ready-to-Ship (Non-Customized) Products
Non-customized products may be returned within 30 days of delivery, provided that:
- the item is unused,
- in original condition,
- and returned in its original packaging.
A 25% restocking fee will apply to approved returns.
Returns requested after 30 days from delivery will not be accepted.
4. Return Shipping Costs
When Memopaw Covers Return Shipping
We will cover return shipping costs if:
- the wrong item was sent,
- or the product has a verified manufacturing defect.
When Customers Cover Return Shipping
Customers are responsible for return shipping costs for:
- buyer’s remorse,
- incorrect orders placed by the customer,
- preference changes,
- or any non-quality-related return.
Original Shipping Fees
- Original shipping fees are non-refundable.
- For orders that originally qualified for free shipping, the actual outbound shipping cost may be deducted from the refund amount for non-quality-related returns.
5. Return Address
Please do not return any item without contacting us first.
To initiate a return or exchange request, please contact:
Email: info@memopaw.co
Our support team will provide the appropriate return instructions and return address after reviewing your request.
Unauthorized returns may not be accepted or processed.
6. Damages, Incorrect Items & Customer Responsibilities
Please inspect your order immediately upon delivery.
If your item is damaged, defective, or incorrect, please contact us within 48 hours of receipt at:
Email: info@memopaw.co
To help us process your claim efficiently, please provide:
- your order number,
- clear photos of the item and packaging,
- and an unboxing video whenever possible.
Customers are responsible for:
- securely repackaging approved return items,
- using a trackable shipping method,
- and providing the return tracking number after shipment.
7. Refund Processing & Refund Arrival Time
Once your return or refund request has been approved:
refunds will be issued to the original payment method within 3-5 business days.
Estimated refund arrival times:
- Credit/Debit Cards: approximately 7–10 business days
- PayPal: approximately 3–5 business days
- Other payment providers or banks: approximately 5–15 business days
Please note that processing times may vary depending on your financial institution.
8. Non-Refundable Situations
Refunds or returns will not be accepted in the following situations:
- Customized items after shipment;
- Approved designs after the 48-hour approval window;
- Items damaged due to misuse, improper handling, or normal wear and tear;
- Returns sent without prior authorization;
- Returned items that are used, altered, or not in original condition.
9. Contact Us
For any questions regarding your order, customization, shipping, returns, or refunds, please contact us:
Email: info@memopaw.co
Website: Memopaw