Refund policy

All MemoriaStella products are custom-made to order. We send a design proof within 24 hours for your approval and then produce your item in 3–5 business days (depending on product complexity and seasonality). Because items are personalized, our policy is stated clearly below.

Quick Facts 

  • Returns accepted: for both defective and non-defective items
  • Product condition: New and slightly used
  • Return window: 30 days from delivery
  • Return method: By mail (RMA and address provided after you contact us)
  • Refund processing time: 7 business days after approval/inspection (banks typically post within 7–10 business days in total)
  • Restocking fee: None
  • Exchanges: Accepted

What We Accept

We accept returns and exchanges for custom-made items that are New and slightly used within 30 days of delivery, for the reasons below:

  • Not as expected — including cases where, after receiving and gently trying/using the product, you decide it does not meet your expectations; accepted so long as the item is New and slightly used and meets the condition below.
  • Defective or damaged (including damage in transit).
  • Wrong item/specs compared with the approved proof/order.
  • Package confirmed lost by the carrier after investigation.

Not eligible: requests caused by incorrect photos/texts/customization supplied by the customer; items that are heavily used, damaged after delivery, altered, or missing essential parts.

How to proceed: If the item is not as expected after receipt or gentle use and you wish to return or exchange it, please contact us within 30 days. We will provide approval and return-by-mail instructions. For non-defective change-of-mind returns, the customer pays return shipping; no restocking fees apply.

Do I Need to Send the Item Back?

  • For most quality cases, we usually do not require a physical return after review.
  • For non-defective returns, the item must be returned by mail in New and slightly used condition.
  • Please do not ship anything back without confirmation. We will provide an RMA and the correct return-by-mail address.

Fees & Responsibility

  • No restocking fees.
  • Non-defective returns: customer pays return shipping.
  • Defective / wrong / damaged: we cover reasonable return shipping or waive the return after review; a free remake is also available if preferred.

Refunds, Exchanges & Remakes

  • Refunds: issued within 7 business days after approval and (if required) receipt/inspection. Banks/payment providers typically post funds within a total of 7–10 business days.
  • Exchanges / Remakes: available within the same 30-day window and conditions.
  • One resolution per claim: choose either a refund, exchange, or remake.

Order Cancellation

  • Before proof approval: free modifications or a full refund.
  • After approval / production started: cancellation is not possible because the item is already custom-made to your confirmed design. If the quality or outcome is unsatisfactory, you may still request a refund or free remake under this policy.

Delivered but Not Received

If tracking shows Delivered but you did not receive the package, contact us within 30 days. We will assist with a carrier investigation and provide a refund or remake if confirmed lost/ misdelivered.

How to Start a Return

  1. Take clear photos of the issue or of the item’s condition (for non-defective returns).
  2. Contact us at support@memoriastella.com or via our Contact Us page.
  3. We reply within 24–48 hours with your RMA, return address (if needed), and next steps.

Contact

Email: support@memoriastella.com
Form: https://www.memoriastella.com/pages/contact