Because each Mementos gift is made for you, our refund rules are a little different from off-the-shelf products. Here's exactly how it works.
Personalized physical products
Custom mugs, tees, hats, and canvases are non-refundable once production has started (usually within 2 hours of ordering). If your item arrives damaged, defective, or with a printing error, we'll reprint and reship at no cost.
- Report issues within 14 days of delivery.
- Include clear photos of the issue.
- We respond within 1 business day.
Animated & digital gifts
Full refund available within 24 hours of purchase, provided you have not shared the gift link. After sharing or after 24 hours, sales are final.
Bundles
If a bundle contains both physical and digital items, refunds are calculated per item following the rules above.
Cancellations
You can cancel for a full refund while the order is still in the "Received" status — usually a 2-hour window. Once it moves to "Processing", cancellation isn't possible.
How to request a refund
Email support@mementos.gift with your order number and the reason. Approved refunds return to the original payment method within 5–10 business days.