Return and Refund Policy
Thank you for shopping with us. Please read our return and refund policy carefully before placing your order.
1. Personalized / Custom Jewelry
All custom-made, engraved, bespoke, personalized jewelry (including custom moissanite jewelry) is produced exclusively according to your individual specifications. Under EU consumer rules, personalized made-to-order goods are excluded from the 14-day cooling-off withdrawal right.
Custom items are final sale. We do NOT accept returns, exchanges or refunds due to change of mind after production has started.
2. Order Cancellation
- Before production starts: You may cancel your custom order, and we will refund your payment.
- After production has commenced: No cancellation or refund is available for custom orders.
3. Defective & Damaged Goods
We guarantee all items are quality inspected before shipment.
If you receive defective, damaged goods or items that do not match your confirmed design specification, please send clear photos/videos to us within 7 days after delivery. We will offer solutions such as rework, replacement or partial refund after verification.
This warranty does not cover damage caused by improper use, wear and tear, scratches, accidental breakage after receipt.
4. Return Address
All approved returns must be shipped to our designated return address. We are not responsible for packages lost in return transit without tracking.
5. Contact
If you have any questions about returns and refunds, please email us at service@memoiregravee.jewelry
