Refund Policy

At Memory Gleam, we take great pride in creating personalized treasures that capture your most meaningful moments. Because our products are custom-made—featuring your personal photos and engravings—our refund policy differs from standard retail stores.

Please read the following guidelines carefully before placing your order.

1. Custom Products (Final Sale)

All items that involve personal customization, including but not limited to:

  • Photo Projection Necklaces & Bracelets
  • Photo Locket Necklaces & Bracelets
  • Photo Keychains & Ornaments

Are considered Final Sale. Because these pieces are uniquely crafted with your specific image, they cannot be resold or reused. Therefore, we do not offer refunds or exchanges for "change of mind" or "buyer's remorse."

2. Eligibility for Refunds or Replacements

We will gladly offer a full refund or a free replacement if your order arrives under any of the following conditions:

  • Manufacturing Defects: Issues with the chain, clasp, or the projection stone itself.
  • Incorrect Customization: The photo or engraving does not match the one you uploaded/requested.
  • Shipping Damage: The item arrived broken or damaged during transit.
  • Lost Packages: If the carrier confirms the package is lost (and not marked as "delivered").

How to file a claim:

  1. Contact us at service@memorygleam.com within 48 hours of delivery.
  2. Provide your Order Number.
  3. Attach clear photos/videos showing the defect or the incorrect customization.

Once your claim is verified, we will process your replacement or refund within 3–5 business days.

3. Non-Refundable Scenarios

Emotion Keepsake is not responsible for, and will not issue refunds for:

  • Poor Photo Quality: If the customer uploads a blurry, dark, or low-resolution photo, the projection/print will reflect that quality.
  • Incorrect Shipping Address: If the package is lost or returned due to an incorrect address provided by the customer.
  • Sizing Issues: We provide detailed chain lengths and ornament dimensions on our product pages. Please review them before purchasing.
  • Normal Wear and Tear: Damage caused by improper care (e.g., exposure to water, perfume, or chemicals).

4. Cancellations

We understand that mistakes happen.

  • You may cancel your order for a full refund within 6 hours of placement.
  • After 6 hours, our artisans begin the micro-engraving and production process. At this stage, the order can no longer be canceled or refunded.

5. Refund Process

If a refund is approved:

  • It will be processed back to your original payment method (Credit Card, PayPal, etc.).
  • Please allow 5–10 business days for the credit to appear on your statement, depending on your bank's processing times.

6. Return Shipping

For verified quality issues, you do not need to return the defective item. If we do request a return for inspection, Memory Gleam will cover the return shipping costs. We do not accept unauthorized returns sent back to our warehouse.

Contact Us

Our goal is your 100% satisfaction. If you have any concerns regarding your order, please reach out to our dedicated support team:

Email: service@emotionkeepsake.com Response Time: Within 24 hours (Monday – Friday)