Refund policy
We want you to love your Memooi piece. Here's how returns and refunds work.
Standard Items — 7-Day Return Window
For non-customized items, you have 7 days after receiving your order to request a return. To be eligible, the item must be unworn or unused, in its original condition and packaging, with tags attached, and you'll need your receipt or proof of purchase.
To start a return, email us at memooi.ph@gmail.com. If your return is accepted, we'll send you instructions on where to send your package. Please don't send items back without requesting a return first — unrequested returns won't be accepted.
Custom and Personalized Items
Many Memooi pieces are made to order — engraved names, QR codes, photos, custom line art, Morse code, and letter charms, among others. Because these are created specifically for you, custom and personalized items cannot be returned, exchanged, or refunded once production has started, except for defects, damage, or an error on our part.
Orders That Have Shipped
Once an order has been handed to our courier, it can no longer be cancelled, returned, or refunded — for both standard and customized items — outside of the damage, defect, or wrong-item exceptions below. Please double-check your order (sizing, spelling, design, and shipping address) before checkout, especially for personalized pieces.
Return and Repair Shipping Costs
For standard returns and repairs, the customer is responsible for the cost of shipping the item to us (and back to you, for repairs). This does not apply when the issue is our fault — see Damages and Issues below.
Repairs
If your Memooi piece needs a repair outside of a damage/defect claim (for example, general wear and tear), contact us at memooi.ph@gmail.com to check if it's repairable. Repair shipping costs, both to us and back to you, are shouldered by the customer.
Damages and Issues
Please inspect your order as soon as you receive it. If an item is defective, damaged, or not what you ordered, contact us right away at memooi.ph@gmail.com so we can make it right — this applies to custom and personalized items too. In these cases, Memooi covers the return or repair shipping cost.
Other Non-Returnable Items
Along with custom and personalized products, we're unable to accept returns on perishable goods (such as flowers or preserved bouquets), personal care items (such as beauty or hygiene products), hazardous materials, sale items, or gift cards. If you're unsure whether your item qualifies, just reach out.
Exchanges
For eligible, non-customized items, the fastest way to get what you want is to return what you have, and once that return is accepted, place a new order for the item you'd like instead.
Refunds
Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds go back to your original payment method automatically — please allow some time for your bank or card provider to process and post it.