Refund policy

We want you to feel confident ordering from us

Every order is prepared with care. If something arrives damaged, defective, incorrect, or with an engraving error we made, tell us within 14 days of delivery. We will review the details promptly and make a confirmed problem right with a replacement, remake, or refund, depending on the situation.

Returns for non-personalized pieces

Non-personalized pieces purchased as shown, without customer-entered names, dates, initials, words, or messages, may be returned within 14 days of delivery.

Submit your request through our Report a Problem form before mailing anything. A clear photo showing the complete piece and its original packaging is required.

To qualify for a return, the piece must be unworn, unused, and returned in its original condition and packaging. The customer is responsible for tracked return shipping. This applies to returns from both the United States and Canada.

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

Items returned worn, used, damaged after delivery, or without their original packaging may not qualify for a full refund.

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

Personalized pieces

If you entered a name, date, initials, words, or message for us to use, your piece is personalized.

Because personalized pieces are created using the details you provide and cannot be readily resold, they are final sale for a change of mind and cannot be exchanged.

Please review your live personalization preview, spelling, dates, size, finish, design selection, and shipping address carefully before ordering. We create the personalization shown in your approved preview.

This final-sale policy does not affect our promise to make things right if your piece arrives damaged, defective, incorrect, or with an engraving error we made.

If something is wrong with your order

Submit a request through 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

Clear photos are required so we can confirm what happened and determine the appropriate resolution.

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

Most confirmed product problems can be resolved from photographs without requiring a return. If a return is required for a confirmed production or fulfillment error, return shipping will be covered. For all other approved returns, the customer is responsible for tracked return shipping.

Please do not mail anything before receiving approval and return instructions. The appropriate return address will be provided privately after your request is approved.

Photos required

A clear photo is required for every return and product-problem request.

For a return of a non-personalized piece, include a photo showing:

The complete piece
The original packaging

For damage, a defect, an incorrect item, or an engraving error we made, include:

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.

What is not considered our error

The following are not considered production or fulfillment errors:

Personalization that matches the approved preview, including a spelling or date entered incorrectly
The wrong size, finish, or design selected by the customer
Normal small variations in engraving placement or finish
Differences caused by screen settings, lighting, or photography
Damage after delivery caused by wear, misuse, chemicals, or improper storage