Refund Policy

At Memento & Co., every piece is handcrafted and custom-infused specifically for you. Because of the personalized nature of our work, we have a strict policy regarding returns and refunds to ensure we can continue providing premium, boutique quality to all our customers.

1. Custom & Personalized Orders

All sales are final on custom portraits, personalized boutique mugs, and any item featuring customer-supplied photos or specific text. Once an order has entered the "Infusion" phase in our studio, it cannot be cancelled, returned, or exchanged. If you need to cancel your order, please do so by contacting us within 12 hours of your purchase.

2. Damaged or Defective Items

While we strive for perfection, we know that occasionally things happen during transit. If your memento arrives damaged, or if there is a clear manufacturing defect, we will make it right.

Notification Window: Please email us at mementocostudio@gmail.com within 48 hours of delivery.
What to Include: Please provide your order number and a clear photo of the damage (both the product and the packaging).
The Resolution: If the item is found to be defective or damaged in transit, we will produce and ship a replacement to you at no additional cost.

3. Quality Expectations

Our sublimation process involves high-heat dye infusion. Please note that:

Color Accuracy: Minor variations in color may occur between your digital screen and the final metal print.
Resolution: We print at high-definition standards, but the final quality is dependent on the resolution of the photo you provide. These variations do not qualify as "defects" for a refund.

4. Non-Custom Boutique Items

For any non-personalized items (such as "Ready-to-Ship" studio designs), we offer a 14-day exchange or store credit period, provided the item is returned in its original, "Studio Wrapped" condition. The customer is responsible for return shipping costs.

5. How to Start a Request

To discuss an issue with your order, please reach out to our studio at: MementoCoStudio@gmail.com. Please allow 24-48 hours for a response as we review your request.