Memo Gift
NLEN

Refund policy

Last updated: April 29, 2026

At Memo, we want you to be happy with your order. Because our products are personalized and made specifically for each customer, different return and refund rules apply than with standard webshop products.

This Refund Policy explains when you may be eligible for a refund, replacement, or cancellation.

1. Personalized products

Memo sells personalized products made specifically to your order, including products customized with uploaded photos, videos, or personal messages.

Because these products are custom-made, the statutory 14-day right of withdrawal does not apply once production has started. This follows EU and Dutch consumer law for personalized goods made to customer specifications.

This means:

  • personalized products cannot be returned simply because you changed your mind;
  • personalized products cannot be cancelled once production has started;
  • personalized products cannot be refunded unless there is a valid issue as described below.

2. When refunds are possible

You may be eligible for a refund, replacement, or suitable solution if:

  • your order arrives damaged;
  • your order is defective;
  • the wrong item was delivered;
  • the product is materially different from what you ordered;
  • your digital video page does not function due to a fault on our side.

In these cases, please contact us within 7 days of delivery at info@memogift.nl and include:

  • your order number;
  • a description of the issue;
  • photo or video evidence where relevant.

We will assess the issue and offer a reasonable solution, such as:

  • replacement;
  • repair;
  • partial refund;
  • full refund.

3. When refunds are not possible

Refunds are not available for:

  • personalized products after production has started;
  • incorrect files uploaded by the customer;
  • low-quality photos or videos uploaded by the customer;
  • mistakes in customer-provided text, names, or addresses;
  • delays caused by shipping carriers;
  • failure to scan due to unsupported device settings outside our control;
  • dissatisfaction based on personal taste or subjective expectations.

4. Order cancellations

Orders may only be cancelled before production has started.

Once production or personalization has begun, cancellation is no longer possible.

If you wish to cancel an order, contact us as soon as possible at info@memogift.nl.

5. Damaged or incorrect orders

If your order arrives damaged or incorrect, please contact us within 7 days of delivery.

If approved, we will offer an appropriate solution such as:

  • replacement product;
  • corrected product;
  • partial or full refund.

6. Digital content issues

If your digital memory page, uploaded video, or linked digital content does not work due to a technical issue caused by us, we will make reasonable efforts to repair or restore the issue.

If the issue cannot be resolved, we may offer a partial or full refund where appropriate.

7. Refund processing

If a refund is approved, it will be processed via the original payment method.

Please allow up to 10 business days for the refund to appear, depending on your payment provider.

8. Contact

For refund requests, please contact:

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