Exchange Policy

At MyProMemories, your satisfaction is our top priority. We work hard to ensure that every product meets our quality standards and your expectations. However, we understand that sometimes a purchase might not be the perfect fit. That’s why we offer a 30-day exchange period — giving you time to assess your order in the comfort of your home.

Our exchange process is designed to be straightforward, transparent, and fair. While we make it as simple as possible for you to receive a replacement, it’s important to follow the guidelines outlined below so we can process your request quickly and efficiently.

Eligibility for Exchange

We can only accept items for exchange if they meet the following conditions:

• Original Condition: The product must be exactly as it was when you received it. This means no signs of wear, damage, stains, scratches, or alterations of any kind. Even minimal signs of use may make the item ineligible for exchange.

• Unused and Unwashed: Items that have been worn, washed, ironed, or otherwise altered cannot be accepted. This ensures that all customers receive products in brand-new condition.

• Original Packaging: The product must be returned in its original packaging, including any branded boxes, tags, labels, protective coverings, or accessories. Packaging helps protect the product during transit and is part of our quality assurance process.

• Proof of Purchase: A valid receipt, invoice, or order confirmation must be provided. This helps us verify your purchase and process your request without delays.

Important: If a returned product fails to meet these conditions, it may be sent back to you without an exchange.

Items Not Eligible for Exchange

While we try to be flexible, certain products cannot be exchanged due to hygiene, safety, or custom manufacturing requirements. These include:

• Final Sale or Non-Returnable Items: Any product clearly marked as non-returnable or final sale at the time of purchase.

• Perishable Goods: Products with an expiration date, such as food items or consumables.

• Customized or Personalized Products: Any product made specifically to your order (including monogrammed or engraved items).

• Used or Altered Goods: Products that have been worn, washed, damaged, or repaired after purchase.

These restrictions are in place to protect the health, safety, and satisfaction of all customers.

How to Request an Exchange

To make the process smooth, follow these steps carefully:

1. Contact Customer Service

   • Email or call our team within 30 days of receiving your product.

   • Include your order number, product details, and a short description of why you wish to exchange the item.

   • Our team will verify your request and respond with next steps.

2. Receive Return Instructions

   • If your request is approved, we will send you detailed instructions for returning the product.

   • You will be provided with the return address and any reference codes that must be included with your parcel.

3. Prepare Your Item for Return

   • Carefully repackage the item using its original packaging to prevent damage.

   • Ensure all tags, labels, and accessories are included.

   • Use a tracked and insured shipping method. This protects you if the package is lost or damaged in transit.

4. Inspection and Approval

   • Once we receive your package, our quality control team will inspect the item.

   • If the product meets our eligibility criteria, your exchange will be processed promptly.

Processing Time

We work to process exchanges as quickly as possible, but some time is needed for quality checks and logistics.

• Inspection Period: Please allow 3–5 business days after your returned item is received for inspection.

• Dispatch of Replacement: Once approved, we will ship your replacement within 2–4 business days.

• Unavailable Items: If your preferred replacement is out of stock, we will offer an alternative item of equal value or issue store credit so you can choose something else.

Shipping Timeframes for Exchanges

Shipping times for replacement items vary depending on your location and the shipping method selected:

International Orders:

• International Standard Shipping: 7–14 business days (delivery time may vary depending on the destination country).

• International Tracked Shipping: 5–10 business days.

United Kingdom Orders:

• UK Standard Shipping: 2–4 business days.

• UK Tracked Shipping: 1–2 business days.

Note: All shipping times are estimates and may be affected by customs clearance, weather conditions, or courier delays.

Additional Notes

• Customers are responsible for return shipping costs unless the product was incorrect or defective upon arrival.

• We are not liable for any items lost or damaged during the return process — please use secure, tracked delivery services.

• We reserve the right to decline an exchange request if the product fails to meet the criteria outlined above.

Our Commitment to You:

We are committed to making your shopping experience positive and stress-free. Our exchange policy is built on fairness, transparency, and quality assurance. If you have any questions or concerns about your order, our customer service team is always ready to assist you.