Refund policy
Returns
We offer a 30-day return guarantee for Memorae Globe products that arrive damaged, defective, or incorrect. If your globe is damaged during shipping or you receive the wrong item, please contact us within 30 days of receiving your order to request a replacement or return.
To be eligible for a return, the item must be in its original condition, unused, and in its original packaging. Proof of purchase is required.
To begin a return, please email us at memorae.25@gmail.com. All returns must be sent to the address provided during the return approval process.
If your return is accepted, we will send you full instructions on how and where to send your package. Items sent back to us without prior approval will not be accepted.
For any questions regarding returns, feel free to reach us at memorae.25@gmail.com.
Damages and Issues
Please inspect your Memorae Globe as soon as it arrives. If your globe or internal components are damaged, defective, or if you receive the wrong item, contact us immediately so we can resolve the issue as quickly as possible.
Exceptions / Non-returnable Items
Because each Memorae Globe is personalised with your custom video, these items are not eligible for return unless they arrive damaged or incorrect. This includes all personalised designs and special-order items.
If you're unsure whether your item qualifies, feel free to reach out to us at memorae.25@gmail.com and we’ll be happy to help.
Please note that we also cannot accept returns on sale items or gift cards.
Exchanges
If you'd like to exchange your Memorae Globe for a different model or design, the fastest option is to first request a return for the item you currently have. Once your return is approved and processed, you can place a new order for the item you want.
Refunds
Once we receive and inspect your return, we will notify you and let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to finalise the refund.
If more than 15 business days have passed since your refund was approved, please contact us at memorae.25@gmail.com and we’ll assist you further.
Replacements
If your Memorae Globe arrives damaged or defective, please email us a clear photo or video showing the issue. Once verified, we will issue a replacement as quickly as possible.
Lost or Stolen Packages
If your package is lost in transit or marked as delivered but not received, we offer two resolution options:
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A full refund, or
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A free replacement shipment (one replacement per order)
Simply contact us at memorae.25@gmail.com with your order details, and we’ll help you choose the option that works best for you.