Refund policy

ACCEPTANCE OF TERMS

By purchasing a Keep Memories product, the customer fully accepts the return conditions described below. We encourage customers to read them carefully before placing an order.

 

 

1. ORDER CANCELLATION DUE TO CHANGE OF MIND OR MODIFICATION

Once an order has been placed and the confirmation email has been received, it cannot be cancelled due to a change of mind if it concerns a personalized product, in accordance with applicable legislation. However, if the personalization process has not yet started, it is possible to change the photo and color, subject to stock availability.

 

 

2. RETURNS OF PERSONALIZED ITEMS

Pursuant to Article 59 of Legislative Decree 206/2005, the right of withdrawal does not apply to personalized items. Therefore, custom-made or personalized items cannot be returned or refunded, except in the case of evident manufacturing defects. In such cases, the deadlines indicated in the following section shall apply.

 

 

3. RETURNS OF NON-PERSONALIZED ITEMS

For non-personalized items, returns are accepted within 30 days of receiving the order, as provided by applicable legislation.

To initiate a return request, customers must contact us at info@keepmemories.store.

 

 

4. REFUND TIMELINES AND PROCEDURES

  • Refunds will be processed no later than 30 working days from the receipt of the confirmation email regarding the refund.
  • The refund will be issued using the same payment method used for the original purchase.

 

 

5. PRODUCT NOT MATCHING THE ORDER

If the customer has not correctly followed the instructions provided on the website and the received product does not meet their expectations, no refund will be granted.

If the product received differs from the one ordered due to our error, the customer will be entitled to a free replacement.

 

 

6. INCORRECT OR INCOMPLETE DELIVERY ADDRESSES

Keep Memories is not responsible for failed deliveries caused by incorrect or incomplete addresses provided by the customer at the time of purchase.

If the package cannot be delivered due to an incorrect address, the customer may choose between:

Paying a reshipping fee of €7.00 + VAT and providing the correct address.

Declining to pay the reshipping fee and leaving the package with the courier, who will dispose of it after a predetermined period.

An incorrect address may result in the loss of the package, for which Keep Memories assumes no responsibility.

 

 

7. SHIPPING ADDRESS CORRECTIONS

Once the shipment process has started, it is no longer possible to change the address.

If the shipping label has not yet been created, it is possible to request an address change.

Once the shipping label has been generated, no further changes to the shipping address will be accepted.

 

 

8. PROOF OF DELIVERY

If the tracking information indicates that the package has been delivered, but the customer claims not to have received it, Keep Memories will request proof of delivery from the courier.

If the courier is unable to provide valid proof, the customer will be entitled to a new shipment free of charge.

The processing time for a proof of delivery request ranges from 5 to 8 working days.

 

 

9. DAMAGED OR DEFECTIVE PRODUCT

If a customer receives an item that is damaged or has manufacturing defects, they must contact us immediately by sending photos and details of the damage to info@keepmemories.store.

After verification, Keep Memories may arrange a free replacement.

Photographic evidence of the damage is required in order to process the claim.

 

 

10. CHANGES TO THE RETURN POLICY

We reserve the right to modify these policies at any time. Any changes will take effect from the moment they are published on the website.