In short: if your order arrives damaged, defective or wrong, or never arrives, message us within 48 hours with your order ID, photos and an unboxing video. We replace it or refund you. You keep the item and pay nothing.
This page is the step-by-step claim process. The rules behind it are in Returns, replacements and refunds.
Before you start
You can claim if your order:
- Arrived damaged in transit.
- Has a printing defect.
- Is the wrong item.
- Did not arrive (a missing order).
You cannot claim for a change of mind, a size you chose, or a photo you uploaded. Details are in the returns policy.
Step by step
- Open the parcel on video. Record yourself opening the sealed parcel from the outside, in one go, so the shipping label, the packaging and the problem are all visible. The unboxing video is mandatory for damage claims. Please start recording before you cut the tape.
- Take photos. Photograph the item, the damage or defect, and the outer packaging and label.
- Message us within 48 hours of delivery. Use WhatsApp on +91 88078 93103 or email support@memocult.com. For a missing order, message us within 48 hours of the delivery date shown in your tracking.
- Send the details. Your order ID, a line on what is wrong, the photos, and the unboxing video.
- We review your claim. We reply on the same WhatsApp chat or email thread. If we need anything more, we will say what.
- Replacement or refund. If your claim is approved, we send a free replacement with free shipping, or refund you. Refunds are processed within 48 hours of approval to your original payment method, and your bank’s usual processing time then applies. A refund for damage needs the unboxing video.
What you do not need to do
- You do not need to send the damaged item back. Keep it.
- You do not pay for return or replacement shipping.
When we cannot approve a claim
We cannot approve a claim that:
- Is made more than 48 hours after delivery.
- Is for damage and has no unboxing video.
- Is for a change of mind, a size you chose, or a photo you uploaded.
Questions
Message us on WhatsApp at +91 88078 93103, or email support@memocult.com. See also Shipping and delivery.