Refund policy
REFUND & RETURN POLICY — MEMENTRA
We want you to love what you gave — or what you kept for yourself. Because many of our pieces are personalized and made to order, please read this policy carefully so you know exactly what's covered.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return on eligible items.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with any tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at support@mementra.co.uk
Returns will need to be sent to the following address:
Mementra, 128 City Road, London, United Kingdom, EC1V 2NX
If your return is accepted, we'll send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always reach us with any return question at the email above.
If your item arrives defective, damaged, or wrong — this is on us
Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, tarnished on arrival, or if you received the wrong item or the wrong personalization from what you approved. We will evaluate the issue and make it right — with a replacement or a full refund, including any return shipping. This applies to personalized items too: if we made the mistake, you are always covered.
Our guarantees
Because every piece is made with care and checked before it ships, we stand behind the quality of your order.
Preview before production. For personalized items, we send you a preview showing your exact name, spelling, and details for approval before production begins. Once you approve the preview and the item is made, change-of-mind returns are not usually accepted for personalized pieces, unless the item is faulty or does not match the approved preview. If the item you receive does not match the preview you approved, we will replace it free of charge.
30-Day Quality Guarantee. If your item arrives damaged, faulty, or with a manufacturing defect, please contact us within 30 days of delivery with your order number and clear photos of the issue. If the item is confirmed to be faulty or not as described, we will offer a replacement, repair, or refund where appropriate.
Happiness Guarantee. If you are not happy with an eligible non-personalized item, you may return it within 30 days for a full refund, provided it is unused, in its original condition, and returned in accordance with our returns policy. Personalized items cannot usually be returned for change of mind once approved and produced, unless they are faulty or do not match the approved preview.
This policy does not cover loss, theft, accidental damage, misuse, deliberate damage, or normal wear and tear.
Nothing in this policy affects your statutory rights.
Exchanges
The fastest way to get what you want is to return your eligible item and, once the return is accepted, place a separate order for the new item. For personalized items with an error on our part, contact us and we'll arrange a corrected replacement directly.
Exceptions / non-returnable items
Certain items cannot be returned for a change of mind :
- Personalized or custom-made items (such as engraved or made-to-order pieces). Because these are created specifically for you from details you approved before production, they cannot be returned or refunded for a change of mind. This does not affect your rights if the item arrives defective, damaged, or does not match your approved preview — those are always covered above.
- Sale items and gift cards.
Please get in touch if you have questions about your specific item.
United Kingdom — 14-day cancellation period
If you are a consumer in the United Kingdom, you generally have the right to cancel your order within 14 days of receiving it, for any reason and without justification, under the Consumer Contracts Regulations 2013. Your item must be returned in the same condition that you received it — unworn or unused, with any tags, and in its original packaging, along with the receipt or proof of purchase.
Please note: this 14-day cancellation right does not apply to goods that are made to your specification or clearly personalized (such as our engraved and made-to-order pieces). This exception does not limit your statutory rights under the Consumer Rights Act 2015 if an item is faulty, not as described, or not of satisfactory quality — those rights remain fully protected.
Refunds
We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit-card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@mementra.co.uk
Last updated: 05/07/2026