Refund & Return Policy

1. Customized Embroidery Products

1.1 Nature of Customized Orders

• Customized embroidery products (T-shirts, sweatshirts, hoodies) are created using the personal photo/design you provide.

• Each product is unique and made exclusively for you, which means they cannot be resold.

• Therefore, we do not accept returns, cancellations, or exchanges for customized items except in cases of proven damage or defect.

1.2 Damaged or Defective Customized Orders

• If your custom embroidery product arrives damaged, you are eligible for a refund or replacement.

• To verify the damage, you must provide a clear and complete unboxing video starting from the unopened package.

• Without video verification, we cannot process refunds for customized products.

1.3 Refund Method for Customized Orders

• Once approved, refunds will be issued to your original payment method within 7–10 business days.

• If you prefer, we may also offer a replacement of the same product instead of a refund.

2. Predesigned Collection (Non-Custom Products)

2.1 Eligibility for Returns

• Items from our predesigned embroidery collection can be returned or exchanged.

• To qualify:

  • The item must be unused, unwashed, and in its original packaging.

  • The return request must be initiated within 7 days of delivery.

2.2 Return Process

1. Contact our support team at [Your Email/WhatsApp] with your order number.

2. Ship the item back to us in secure packaging.

3. Once the product passes our quality check, we will issue a refund or replacement.

2.3 Refund Timeline

• Approved refunds will be processed within 7–10 business days after the returned item is received.

3. Exclusions from Refunds/Returns

Refunds or returns will not be accepted in the following cases:

• Customized orders without valid proof of damage.

• Products returned without prior authorization.

• Items damaged due to misuse, negligence, or incorrect washing methods.

• Normal wear and tear or slight variations in color/design (since embroidery is handmade).

4. Shipping & Return Costs

• For damaged or defective products, we cover or reimburse return shipping costs.

• For non-defective returns (e.g., change of mind for predesigned items), the customer is responsible for return shipping.

5. How to Request a Refund/Return

To request a return or refund, please contact us through:

📧 Email: lovemories.off@gmail.com

Provide your order number, photos (or video for custom orders), and a clear description of the issue. Our team will review and respond within 48 hours.

6. Policy Updates

We may revise this Refund & Return Policy from time to time to ensure clarity and fairness. Any updates will be posted on this page with a new “Last Updated” date.