Refund and Returns Policy

Don’t Love It! No Problem!

At “Cherished Memories Remade,” we are dedicated to ensuring your satisfaction with our services and products. We understand that there may be circumstances where you require a refund or wish to exchange an item. Please review the following policies and guidelines to facilitate a smooth and hassle-free process:

Refund Eligibility:

  1. Quality Concerns: We take great care to deliver products of the highest quality. If you receive an item with significant quality issues, please contact us within 30 days of receiving the product to initiate a refund.
  2. Non-Compliance: In cases where the item received does not match the description or specifications you provided, we will issue a refund.
  3. Artisan Error: If an error has occurred during the recreation process due to our artisan’s mistake, we will promptly address the issue and offer a refund.

Exchange Eligibility:

  1. Size or Fit Issues: If your recreated item does not fit or you wish to change its size, contact us within 14 days of receiving the product to arrange an exchange for the correct size.
  2. Change of Design: If you have a change in design preferences after your order has been placed, contact us within 14 days to discuss options for an exchange.

Instructions for Refund and Exchange:

  1. Contact Us: To initiate a refund or exchange, please reach out to our customer support team at the “Contact US” page. Provide your order number, a detailed explanation of the issue, and any supporting photos or documentation.
  2. Review and Verification: Our team will review your request and may ask for additional information or evidence, such as photographs of the item in question, to better understand the issue.
  3. Resolution: Based on the nature of your request, we will provide one of the following resolutions:
    • Refund: If eligible, we will process your refund using the original payment method within [5-7] business days.
    • Exchange: For exchange requests, we will guide you through the process, including shipping the item back to us.

Additional Guidelines:

  • Refunds and exchanges are subject to review and approval by our quality assurance team.
  • Return shipping costs may apply for exchange requests and are the responsibility of the customer unless the issue is due to our error.
  • Customized or personalized items are non-refundable unless they do not meet quality standards or specifications.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Toys with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {www.memorylanesupport.com}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

A shipping address will be provided after confirmation

Need Help?

Contact us at www.memorylanesupport.com for questions related to refunds and returns.

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