In short: every Memocult product is made to order, so we do not take returns or exchanges for change of mind. If your order arrives damaged, has a printing defect, is the wrong item, or never arrives, tell us within 48 hours and we will send a free replacement or refund you. You keep the item and never pay to send anything back.
What we cover
We will put these right at no cost to you:
- Damaged in transit: torn, bent, scratched, crushed or broken on arrival.
- Printing defect: spots, lines, smudges or missing parts of the print.
- Wrong item: you received something other than what you ordered.
- Missing order: the order shows as delivered but you did not receive it, or the parcel is lost.
For damaged and missing orders we will send a free replacement or refund you. For a printing defect or a wrong item we will send a free replacement.
What we do not cover
Personalised products cannot be returned or exchanged for:
- A change of mind, or not liking the result once you have seen it.
- A wrong size or finish that you chose.
- A photo, text or crop that you uploaded or approved, including low-resolution photos and photos chosen by mistake.
Screens and printers never show colour identically, so a small colour difference between your screen and the print is not a defect.
Cancelling an order
Orders cannot be cancelled once they are placed. Everything is made to order and goes to print within 24 hours. Photo books can still be edited until production starts, but editing is not cancelling. Please check your order carefully before you pay.
How to report a problem
Report within 48 hours of delivery. For a missing order, report within 48 hours of the delivery date shown in your tracking.
Message us on WhatsApp at +91 88078 93103 or email support@memocult.com with:
- Your order ID.
- Photos of the item and the packaging.
- An unboxing video. This is mandatory for damage claims.
The replacement page walks through each step.
You keep the item, and return shipping is free
You do not need to send anything back. There is no return shipping cost and no restocking fee.
How refunds are paid
We process approved refunds within 48 hours, back to the original payment method. After that, your bank or payment provider takes its usual time to show the money in your account. Refunds are made only for damaged or missing orders, and for the payment problems below. A refund for a damaged order needs the unboxing video: without it we cannot approve a damage claim.
Duplicate payments and payments without an order
If you were charged twice for the same order, or a payment was taken but no order was created because of a payment gateway error, tell us and we will refund the extra or unmatched amount to the original payment method within 48 hours of approval, plus your bank’s usual processing time.
Gift cards
Gift cards have their own terms.
Questions
WhatsApp +91 88078 93103, email support@memocult.com, or see Shipping and delivery and the Terms.