Refund policy

We want our return policy to be simple and clear.

Returns at a glance

Non-personalized pieces
Eligible non-personalized pieces may be returned within 14 days of delivery if they are unworn, unused, and in their original condition and packaging.

Personalized pieces
Personalized pieces are final sale for change of mind.

Something arrived wrong
If your piece arrives damaged, defective, incorrect, or with an engraving error we made, report it within 14 days of delivery. Once the problem is confirmed, we will make it right with a replacement, remake, or refund, depending on the situation.

What counts as personalized?

A piece is personalized when you enter custom details specifically for your piece, such as a name, date, initials, words, or another message.

A pre-engraved design purchased as shown is not personalized if you did not enter custom details. This includes eligible zodiac, birth-flower, and other pre-engraved designs purchased as shown.

Returning a non-personalized piece

To qualify for a return, the piece must be:

unworn
unused
in its original condition
returned with its original packaging

Start your request through our Report a Problem form within 14 days of delivery and before mailing anything:

https://memorythatlasts.com/pages/report-a-problem

A clear photo of the complete piece and its original packaging is required so we can review the request.

For an ordinary approved return, the customer is responsible for tracked return shipping. This applies to returns from both the United States and Canada.

Please wait for approval and return instructions before sending anything back. The appropriate return address will be provided after your return is approved.

Once an approved return is received and inspected, the refund will be issued to the original payment method. Your bank or payment provider may need additional time to post the refund.

We do not offer exchanges. If you would prefer another piece, you may place a new order.

Personalized pieces

Personalized pieces are final sale for change of mind and cannot be exchanged.

Our personalized products include a live preview to help you review the details you entered before ordering. Please check your preview, spelling, dates, selected size or finish, design selection, and shipping address carefully before checkout.

Final sale does not mean you are responsible for an error on our side. If your personalized piece arrives damaged, defective, incorrect, or with an engraving error we made, report the problem within 14 days of delivery.

If something is wrong with your order

Use our Report a Problem form within 14 days of delivery if your piece arrives:

damaged
defective
different from the item you ordered
with an engraving error we made

https://memorythatlasts.com/pages/report-a-problem

Clear photos are required so we can review what happened.

Once the problem is confirmed, we may provide a replacement, remake, or refund, depending on the situation.

Most confirmed product problems can be resolved from photographs without requiring a return.

If we require a return because of a confirmed error on our side, Memory That Lasts covers the return shipping.

For an ordinary approved return that is not related to an error on our side, the customer is responsible for tracked return shipping.

What is not considered an error on our side

The following are not considered production or fulfillment errors:

personalization that matches the details you entered and reviewed before ordering, including an incorrectly entered spelling or date
a size, finish, or design selected by the customer
normal small variations in engraving placement or finish
minor appearance differences caused by screen settings, lighting, or photography
damage that occurs after delivery because of wear, misuse, chemicals, or improper storage

Photos and documentation

For a non-personalized return, please provide:

a photo of the complete piece
a photo showing the original packaging

For a damaged, defective, incorrect, or mis-engraved item, please provide:

a photo of the complete piece
a close-up clearly showing the problem
the packaging and shipping label when relevant

If a disability or another genuine barrier makes it impossible to provide a photograph, email hello@memorythatlasts.com and we will help you find another way to document the request.