Refund Policy

Last updated: 2 November 2026

Memorra is operated by Mangshi Renxuan Department Store and sells personalised jewellery and accessories. Each personalised piece is prepared for the customer who ordered it. Please read this policy before placing an order at https://www.memorra.ltd.

1. Personalised orders

Please check the product, size, colour, engraving, spelling, font and delivery details before confirming your order. Personalised products cannot normally be returned because of a change of mind, personal preference, an incorrectly selected size or incorrect personalisation details supplied by the customer.

This restriction does not apply where Memorra supplies a damaged, defective, incorrect or materially misdescribed product, or where a remedy is required by applicable law.

2. Changes and cancellations within 24 hours

A request to cancel an order or change customer-provided details must meet both conditions: the request is received within 24 hours of placing the order, and personalisation or production has not already started.

The 24-hour period is not a guaranteed cancellation window. Production may begin earlier. Once personalisation or production starts, customer-requested changes and cancellations cannot normally be accepted.

Email JuliettaOlano@gmail.com with your order number and the exact change or cancellation requested. The time your message reaches us determines whether it was submitted within 24 hours, including outside support hours. A request does not itself confirm cancellation or pause production; support will confirm whether it can be accommodated.

If cancellation is approved, we will refund the amount paid for the cancelled item or order. The 24-hour deadline applies to customer-requested changes and cancellations. It does not replace the reporting window for damaged or incorrect deliveries, warranty coverage or statutory consumer rights.

3. Return and replacement eligibility

A return with refund or a replacement may be available where the problem is attributable to Memorra, including:

• a product damaged on arrival;

• the wrong product, variant or quantity supplied;

• an incorrect name, spelling or other personalisation that differs from your confirmed order because of our error;

• a manufacturing defect; or

• a product that materially differs from its description or the agreed specifications.

Please report delivery-related issues to JuliettaOlano@gmail.com within seven days of delivery. Support will review the issue and supporting evidence, explain the available resolution and provide instructions for an approved return, refund or replacement.

The seven-day reporting window does not remove rights relating to latent defects, the six-month warranty or remedies available under applicable law.

4. Unboxing video requirement

An unboxing video is required for our standard assessment of damage, missing-item, wrong-product and incorrect-personalisation claims arising on delivery. Please record one continuous, unedited video that clearly shows:

• the sealed parcel and readable shipping label before opening;

• the parcel being opened for the first time;

• all products and accessories received; and

• the product’s condition and personalisation.

Keep the original video, packaging and shipping label until the issue is resolved. If a video is unavailable or does not clearly capture the problem, contact support promptly and provide any other available evidence. We may request photographs, order records, courier information or a product inspection. The absence of a video will not, by itself, exclude a remedy required by applicable law.

For a manufacturing defect that develops later during the warranty period, provide current photographs or video demonstrating the defect; an original unboxing video may not establish a later issue.

5. Situations normally not eligible

We do not normally accept returns or replacements for:

• change of mind or personal preference;

• incorrect spelling, names, fonts or other details supplied by the customer and reproduced correctly by Memorra;

• an incorrectly selected size where the supplied product matches the stated measurements and order;

• damage caused by misuse, accidents, improper storage or failure to follow the product’s care instructions;

• normal wear and tear; or

• damage caused by unauthorised repair, resizing or alteration.

Minor differences caused by screen settings or normal handcrafted variation do not automatically qualify as defects. This does not excuse a material difference from the advertised product or agreed specifications.

6. How to submit a claim

Email JuliettaOlano@gmail.com with:

• your order number and the contact details used when ordering;

• a clear description of the issue;

• the unboxing video for a delivery-related claim;

• clear photographs of the product, personalisation and packaging; and

• any other evidence reasonably requested to assess the claim.

Do not send a product back before receiving return instructions. We will confirm the approved resolution and the correct return method.

7. Return authorisation and address

Please obtain return authorisation and shipping instructions from support before sending any product. The registered address in Section 13 is for written correspondence and is not an automatic return destination.

For an approved claim involving our error, a manufacturing defect or damage on arrival, we will arrange or cover reasonable return shipping and replacement delivery costs. Please obtain instructions before paying for a return courier or using a delivery method that is not approved.

8. Refunds

For an approved return, refunds are normally initiated after the returned product is received and inspected, unless support confirms that a return is unnecessary or applicable law requires otherwise. We aim to initiate approved refunds within seven business days after inspection and approval.

Approved cancellation refunds follow the same timeframe from cancellation approval. Refunds are issued to the original payment method wherever possible. Your bank or payment provider may require additional time to credit the amount. We will provide confirmation when the refund is initiated.

The refund will reflect the amount actually paid for the affected item, including applicable taxes and any advance or token payment attributable to it. Discounts are not refundable as cash beyond the amount paid. If no payment was collected, there is no payment amount to refund.

Shipping is free on all orders. We do not deduct a displayed promotional shipping value from an eligible refund.

9. Token or advance payment

Where a token or advance-payment option is offered, it confirms your personalised order and is adjusted against the total product price. It is not an additional charge. For customer-requested cancellations or changes of mind, the token is non-refundable only to the extent permitted by applicable law. The 24-hour cancellation-request window does not automatically make the token refundable. Where applicable law requires a refund of the token, Memorra will provide it.

If your refund has not arrived within the timeframe advised by your payment provider, contact JuliettaOlano@gmail.com with your order number.

10. Six-month manufacturing warranty

Memorra products carry a six-month warranty from delivery against manufacturing defects, including faulty clasps, engraving errors caused by us and premature plating or finish failure under normal use consistent with the product’s care instructions.

The warranty does not cover normal wear, accidental damage, misuse, unauthorised alterations or exposure contrary to the stated care instructions. To claim, email JuliettaOlano@gmail.com with proof of purchase, a description of the defect and clear photographs or video. Support will assess the claim and explain the appropriate repair, replacement or refund. This warranty is additional to statutory rights.

11. Delayed, lost or undelivered orders

If your order is late, appears lost or is marked delivered but has not been received, contact JuliettaOlano@gmail.com with your order number. We will investigate with the delivery partner, provide available tracking updates and guide you through the resolution.

Late delivery will be assessed against the delivery schedule communicated for your order. We will provide cancellation, return or refund remedies where required by applicable law. If an order is confirmed lost and cannot be delivered, we will arrange an agreed replacement or refund. Please report incorrect delivery details promptly.

12. Customer support and complaints

Customer support and order queries
Email: JuliettaOlano@gmail.com
Phone: +852 54298061
Staffed support hours: Monday–Friday, 10:00 AM–5:00 PM IST.

Formal complaints should use the subject Formal Grievance – [Your Order Number] and include your order number, previous correspondence and the resolution requested. We aim to acknowledge complaints within two business days and will handle them within the time required by applicable law. Our staffed support hours do not extend mandatory legal deadlines.

13. Business details

Legal business name: Mangshi Renxuan Department Store
Brand: Memorra
Business type: Individual business registered in the People’s Republic of China
Unified Social Credit Code: 92533103MAKFJ7FX54
Operator / authorised representative: Wang Qihang
Website: https://www.memorra.ltd

Registered address:
Room 109-2368, Building 36, Jinxiu Yangguang Jiayuan Dawan Community, Dawan Village Committee, Mangshi Town, Mangshi City, Dehong Dai and Jingpo Autonomous Prefecture, Yunnan Province, China (Mangshi Maker Space).

Please obtain return instructions from support before sending any item to this address.

14. Your consumer rights and policy updates

Nothing in this policy excludes, restricts or overrides rights or remedies available under applicable consumer protection law. Where this policy conflicts with a mandatory legal requirement, that requirement will apply. We may update this policy from time to time. Updates will not retrospectively reduce the rights or commitments applicable to an order already placed.