Refund policy

Return and Refund Policy

At The Memory Gallery, we want you to be happy with your purchase. Because many of our products are personalised or made specifically for you, certain items cannot be returned simply because you have changed your mind.

Personalised and Custom-Made Products

Because personalised products are created specifically according to the customer's chosen details, photographs, wording, names, designs or other specifications, we generally cannot accept returns or cancellations for personalised or custom-made products where the customer has simply changed their mind or no longer wants the product.

This does not affect any rights you may have under applicable South African consumer protection laws. If a personalised or custom-made product is defective, damaged, incorrectly produced, or does not correspond with the order placed, please contact us as soon as possible so that we can assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with applicable law.

Please carefully check all personalisation details, photographs, names, dates and other information before submitting your order.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an item that is different from what you ordered, please contact us as soon as possible after receiving your order.

Please provide your order number and clear photographs of the item and packaging where applicable. We will assess the issue and, where appropriate, arrange a replacement or refund.

Returns

Where a return is approved, we will provide instructions on how and where to return the item. Items must be returned in the condition in which they were received unless the item is defective or damaged.

Customers are responsible for ensuring that returned items are packaged securely.

Refunds

Approved refunds will be processed using the original payment method where possible. The time it takes for the refund to reflect in your account may depend on your payment provider.

If you have any questions about a return, replacement or refund, please contact us before sending an item back.