Return & refund policy

Personalized & custom items

Because MementoNest keepsakes are uniquely crafted using your personal photos and details, customized items cannot be returned, exchanged, or refunded for a change of mind. We appreciate your understanding that these one-of-a-kind pieces cannot be restocked or resold.

Damaged, defective, or incorrect items

We stand behind the quality of our craftsmanship. If your order arrives damaged, defective, or if we made an error in the engraving or production process, we will gladly provide a free replacement.

Please contact us at [email protected] within 7 days of receiving your order.

To process your request, you must provide clear and valid photo or video evidence showing the exact issue. Without sufficient proof of the quality issue, we are unable to process a replacement or refund.

Order modifications & cancellations

Our artisans begin processing custom orders quickly to ensure timely delivery. If you need to change your uploaded photo, engraving text, or cancel your order entirely, you must contact us within 12 hours of placing it. Once an order enters the production phase, it can no longer be modified or cancelled.

Non-customized items

For standard, non-personalized items, we accept returns within 14 days of delivery. The item must be unused, in its original packaging, and in the same condition that you received it.

If the return is due to non-quality reasons, such as a change of mind, the buyer is fully responsible for all return shipping costs and any associated fees.

How to start a resolution

For any issues regarding your order, please email our support team at [email protected]. We typically respond within 24 hours to help make things right.