Refund policy

Refund & Return Policy

Return window
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return
To start a return, contact us at contact@memoryfragments.com or use our online withdrawal form directly at: memoryfragments.com/pages/withdrawal

Please note that returns must be requested and approved before being sent back. The return address will be communicated once your return request has been accepted. Items sent back without prior approval will not be accepted.

Return shipping costs are at your expense.

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

Exceptions — non-returnable items
The following items cannot be returned:
— Custom and personalised artworks (created specifically for you)
— Sale items and gift cards

Please get in touch if you have any questions about your specific item.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

EU Right of Withdrawal — 14-day cooling-off period
In accordance with EU Directive 2023/2673 and applicable consumer protection law, if your order is shipped within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, for any reason and without justification.

To exercise this right, use our online withdrawal form accessible via the "Withdraw from contract here" link at the bottom of every page, or directly at: https://memoryfragments.com/pages/eu-withdrawal-form . A timestamped confirmation email will be sent to you automatically upon submission.

Your item must be returned in its original condition, unused, with tags and original packaging. Proof of purchase is required. Return shipping costs are at your expense.

This right does not apply to custom and personalised artworks.

Refunds
Once we've received and inspected your return, we'll notify you of the approval decision. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at contact@memoryfragments.com.