If you need to send something back to us, here’s how the journey works from start to finish. We’ve laid out each step so you know exactly what to expect, beginning with that initial decision to make a return.
Starting Your Return
You have a 30-day window from the moment you make your purchase to let us know you’d like to send something back. Once those 30 days have passed, we’re unfortunately unable to process a refund or exchange for that item. To get the ball rolling, you’ll need to have your receipt or proof of purchase handy—this is essential for us to complete the return. And a quick but important note: please don’t mail your purchase back to the manufacturer. All returns need to come directly to us.
What We Check When It Arrives
When your package reaches our team, we’ll take a close look at what’s inside. For a full refund to be possible, the item should be unused, in the same condition you received it, and still sitting in its original packaging. We’ll send you an email as soon as we’ve had a chance to inspect everything, letting you know we’ve received your return and whether your refund has been approved or not.
How and When You Get Your Money Back
If your refund is approved, we’ll process it right away. The credit will automatically go back to the credit card or original payment method you used for the order. You can expect to see that credit appear within 3-15 days after approval.
If Your Refund Seems Delayed
Sometimes a refund takes a little longer to show up on your end, even after we’ve processed it. If you haven’t seen it yet, we suggest a few simple checks. Start by taking another look at your bank account. Then, reach out to your credit card company—it’s common for them to have a short posting delay. After that, it’s worth contacting your bank, as they often have their own processing time. If you’ve done all three and the money still hasn’t appeared, please get in touch with us at support@memoryamuse.com and we’ll help figure it out.
Items We Can't Take Back
A few types of products can’t be returned for safety or hygiene reasons. This includes perishable goods like food, flowers, newspapers or magazines, as well as intimate or sanitary goods, hazardous materials, and flammable liquids or gases. We also can’t accept returns on gift cards, downloadable software products, and some health and personal care items.
When a Partial Refund Makes Sense
In certain situations, a partial refund may be the most appropriate outcome. This can happen if a book shows obvious signs of use, or if a CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record has been opened. The same applies to any item that isn’t in its original condition, is damaged, or has missing parts for reasons that weren’t our mistake. Finally, if an item arrives back to us more than 30 days after it was delivered to you, a partial refund might be granted instead of a full one.
Exchanging a Faulty Item
We only replace items that are defective or damaged. If you’ve received something that isn’t working as it should and you need the same item, just send an email to support@memoryamuse.com and we’ll get that exchange sorted out for you.
A Note on Sale Items
Refunds apply only to items purchased at their regular price. Unfortunately, sale items are not eligible for a refund.
Returning a Gift
If the item you’re sending back was marked as a gift at the time of purchase and shipped directly to you, the refund will be sent back to the original payment method, and the gift giver will be notified of the return. If the item wasn’t marked as a gift, or if the gift giver had the order shipped to themselves first, the refund will be sent back to the original payment method, and the gift giver will be notified of the return.
Packing and Posting Your Return
You’ll be responsible for arranging and covering the cost of shipping your item back to us. Please know that original shipping costs are non-refundable, and if a refund is issued, the cost of return shipping will be deducted from your refund total. When you’re sending something valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we can’t guarantee that we’ll receive your returned item. We’re always here to help if anything goes wrong along the way, so don’t hesitate to reach out.