Refund & Returns Policy

MemoDome

Last Updated: 11 November 2026

At MemoDome, we take great care in processing and fulfilling customer orders. To maintain fair and consistent service, we operate a strict returns and refunds policy.

Please read this policy carefully before placing an order. Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer protection legislation.

1. Order Cancellations — 15-Minute Window

Customers may request an immediate order cancellation by contacting Memodome@hotmail.com within 15 minutes of placing their order.

• Cancellation requests must include the customer's order number and full name.

• Requests received after 15 minutes may not be accommodated under our voluntary cancellation procedure.

• Once an order enters processing or dispatch, we cannot guarantee that it can be stopped or amended.

• Where an order is successfully cancelled before dispatch, a refund will be issued to the original payment method.

This 15-minute procedure does not affect any statutory right to cancel an online purchase.

2. Change-of-Mind Returns

MemoDome does not offer voluntary refunds, exchanges or returns for change of mind beyond customers' statutory entitlements.

We do not provide additional discretionary returns for reasons including:

• No longer wanting the product.

• Ordering the wrong product.

• Finding the product cheaper elsewhere.

• Changing personal preferences after purchase.

Statutory cancellation rights: For standard, non-exempt products purchased online, customers generally have 14 days after receiving their goods to notify us of cancellation without providing a reason. Customers must then return the goods within a further 14 days.

For goods genuinely made to the customer's specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply. Where this exception applies, MemoDome does not accept change-of-mind cancellations or returns after the voluntary cancellation window.

3. Return Condition Requirements

For returns made under statutory cancellation rights, customers are expected to handle products with reasonable care.

We request that returned products:

• Are securely packaged to prevent damage during transit.

• Include all supplied accessories and components.

• Are returned with their original packaging wherever reasonably possible.

• Have not been handled or used beyond what is necessary to inspect their nature, characteristics and functionality.

Where handling exceeds what would reasonably be permitted in a physical shop and reduces the product's value, MemoDome reserves the right to make a lawful deduction reflecting that reduction in value.

Opening packaging or reasonably inspecting a product does not, by itself, invalidate a statutory cancellation right.

4. Return Shipping Costs

For change-of-mind returns made under statutory cancellation rights, customers are responsible for the direct cost of returning their products, provided this requirement was disclosed before purchase.

Customers are responsible for arranging appropriate return packaging and purchasing return postage.

We strongly recommend using a tracked delivery service and retaining proof of postage.

MemoDome does not charge additional restocking, administration or refund-processing fees for statutory cancellations.

Where goods are faulty, damaged on delivery, or not as described, MemoDome will meet reasonable return costs where required by law.

5. Damaged, Faulty or Incorrect Products

Customers are strongly encouraged to inspect their order immediately upon delivery.

If an item arrives damaged, defective or incorrect, please contact:

Memodome@hotmail.com

We request that visible delivery damage is reported within 48 hours of receipt wherever reasonably possible.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs showing the damage or defect, where possible.

• Photographs of the external packaging where relevant.

These details help us investigate the issue promptly.

Important: The 48-hour reporting period is a requested notification timeframe, not a deadline for exercising statutory rights. Failure to provide photographs or report damage within 48 hours does not automatically disqualify a customer from a remedy to which they are legally entitled.

Where a product fails to meet statutory requirements, MemoDome will provide the appropriate refund, repair or replacement in accordance with the Consumer Rights Act 2015.

6. Refund Processing

Where a refund is legally due:

• Refunds will normally be made to the original payment method unless otherwise agreed.

• For statutory change-of-mind cancellations, refunds will be processed without undue delay and within the applicable statutory deadline.

• Where goods must be returned, MemoDome may withhold reimbursement until the goods are received or the customer provides evidence of return, whichever occurs first.

• Where legally required, the refund will include the original standard delivery charge. Additional charges for premium delivery options are not refundable beyond the standard delivery amount.

We reserve the right to investigate suspected misuse or fraudulent claims, but investigations will not override statutory refund deadlines or consumer rights.

7. Non-Returnable Products

We do not accept voluntary change-of-mind returns for products that are:

• Clearly personalised or made to individual customer specifications.

• Subject to another applicable statutory cancellation exception.

• Outside the applicable statutory cancellation period and not otherwise eligible for a legal remedy.

Products are not automatically exempt from statutory cancellation rights simply because they are ordered online, produced on demand or shipped directly from a supplier.

These restrictions do not affect rights relating to faulty, damaged or misdescribed goods.

8. Unauthorised Returns

Customers should contact MemoDome before sending a product back so that we can provide appropriate return instructions.

Customers must not send products to an address obtained from shipping labels without first confirming the correct returns address.

Failure to contact us before returning goods does not invalidate an otherwise valid statutory cancellation, provided the customer has clearly communicated their decision to cancel and complied with applicable legal requirements.

9. Statutory Consumer Rights

This policy operates in accordance with applicable UK consumer protection legislation, including:

• The Consumer Rights Act 2015.

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be excluded.

10. Contact Information

For order cancellations, return enquiries, damaged items and refund requests, contact:

MemoDome Customer Support

Email: Memodome@hotmail.com

Please include your order number in all correspondence.

End of Policy