Refund policy
Returns, Refunds & Cancellations Policy
At Memory Keepsakes, many of our products and services are custom-made, personalised, or created specifically for each customer. Because of this, returns, refunds, exchanges, or cancellations are limited once an order has been confirmed or the service has been completed.
30-Day Return Policy
We have a 30-day return policy for eligible non-custom items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at:
Returns must be sent to the following address:
23/31 Keysborough Cl, Keysborough VIC 3173
Items sent back to us without first requesting a return will not be accepted.
Custom, Personalised & Completed Service Orders
Due to the personalised nature of our products and services, we do not offer refunds, exchanges, cancellations, or change-of-mind returns once:
- the order has been approved or confirmed;
- personalisation, engraving, design, production, or service work has started;
- the service has been completed;
- the customer has approved the design, details, spelling, wording, image, or final instructions;
- the item has been custom-made specifically for the customer.
By placing an order with Memory Keepsakes, you acknowledge and agree that once the service has been completed or the custom work has started, the order cannot be refunded, exchanged, or cancelled due to change of mind.
This includes, but is not limited to, personalised jewellery, engraved items, memorial keepsakes, custom photo products, special orders, and any product or service made specifically to your instructions.
Customer Responsibility
Customers are responsible for checking all details before confirming an order, including names, spelling, dates, wording, photos, design instructions, product selections, and delivery information.
Memory Keepsakes is not responsible for mistakes provided by the customer after the order has been approved or production has started. Any changes requested after approval may not be possible, or may incur an additional fee.
Damages, Faults & Issues
Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item.
We will review the issue and work with you to make it right where required.
Nothing in this policy limits your rights under Australian Consumer Law. If a product or service does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, or other remedy depending on the issue.
Non-Returnable Items
We do not accept returns, refunds, or exchanges for:
- custom or personalised products;
- engraved items;
- special orders;
- completed services;
- items made to customer instructions;
- sale items;
- gift cards;
- items damaged due to misuse, wear and tear, or incorrect information supplied by the customer.
We also do not accept change-of-mind returns for custom or completed service orders.
Exchanges
We do not offer exchanges for custom, personalised, engraved, or completed service orders.
For eligible non-custom items, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
If your return is approved, we will notify you once we have received and inspected the returned item.
If approved, your refund will be processed back to your original payment method within 10 business days. Please remember that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at:
Important Note
Change-of-mind refunds are not automatically required by Australian Consumer Law, but businesses must still provide remedies where consumer guarantees apply, such as where an item or service is faulty, not as described, or not provided with acceptable care and skill.