Returns and refunds
Returns and Refunds Policy
At MemorLux, we want you to be completely satisfied with your purchase. Since our products are customized items, here’s how returns work.
Customized Products
In accordance with Article 103.c) of Royal Legislative Decree 1/2007 (General Law for the Defense of Consumers and Users) and Directive 2011/83/EU, products made to your specifications or clearly personalized (photo, names, dates, phrases, or engraving style) are exempt from the right of withdrawal. Therefore, once the design is confirmed and production has started, it is not possible to cancel the order or request a refund due to a change of mind.
Defective or Damaged Products
If your order arrives defective, damaged during transit, or does not match what was requested, you are entitled to a replacement at no cost. To do this:
- Email us at sales@memorlux.com within 14 calendar days of receipt.
- Include your order number and photographs of the product and packaging.
After verification, we will manufacture and send a new item, or if you prefer, we will issue a full refund.
Refunds
Approved refunds are processed to the same payment method used for the purchase within 3 to 14 days of approval. The crediting time may vary depending on your bank.
Personalization Errors
Please carefully review personalization details (names, dates, phrases) before finalizing your purchase. We are not responsible for errors introduced by the customer. If you detect an error, contact us as soon as possible; if production has not started, we will try to correct it.
Contact
For any questions about returns: sales@memorlux.com.