Return & Refund Policy

Last Updated: July 30, 2026

Thank you for shopping with MemoryHaven.

We want our return and refund process to be clear, fair, and transparent. Please review this policy carefully before making a purchase or returning a product.

This Return & Refund Policy applies to purchases made directly through MemoryHaven at memoryhaven.us.

Nothing in this policy is intended to limit any consumer rights that cannot lawfully be excluded or restricted under applicable law.

Return Eligibility

Unless a product is listed as non-returnable, you may request a return within 30 calendar days after the carrier’s tracking information confirms delivery.

To qualify for a return, the following conditions must be met:

• The product must be unused, unworn, unwashed, unassembled, unaltered, and in the same condition in which it was received.
• The product must not contain cremated remains, hair, soil, flowers, fabric, biological material, or any other personal memorial contents.
• All original packaging, accessories, components, manuals, tags, certificates, inserts, and promotional items must be included.
• The return request must be submitted within 30 calendar days after delivery.
• The approved return must be shipped within 7 calendar days after we issue the Return Authorization.
• Valid proof of purchase, such as an order number or order confirmation email, must be provided.
• The product must be returned to the address stated in our written return instructions.

Products that do not meet these conditions may be refused or returned to the sender where permitted by applicable law.

Non-Returnable Products

The following products are generally not eligible for return unless they arrive damaged, defective, materially different from their description, incorrectly supplied, or applicable law requires otherwise:

• Customized, personalized, engraved, printed, monogrammed, or made-to-order products
• Products displaying a person’s name, photograph, date, message, or other custom information
• Cremation urns, keepsake urns, ash jewelry, memorial vessels, or containers that have been opened, filled, sealed, altered, or used
• Jewelry or keepsakes that have held ashes, hair, soil, dried flowers, fabric, or other personal contents
• Paw print kits, impression kits, casting kits, ink pads, clay kits, or molding materials that have been opened or used
• Funeral programs, memorial stationery, invitations, acknowledgment cards, or printed service materials
• Opened candles, burned candles, used lighting products, or products showing wax, smoke, fragrance, or heat exposure
• Gift baskets, food, beverages, personal-care products, or consumable items that have been opened
• Seeds, plantable products, biodegradable burial products, or growing kits that have been opened, planted, exposed to moisture, or improperly stored
• Gift cards
• Clearance products or products clearly identified as final sale
• Products damaged through misuse, neglect, improper installation, unauthorized modification, ordinary wear, or failure to follow instructions
• Products missing original components, accessories, packaging, or documentation

A product’s eligibility will be determined according to its condition, product type, listing information, and applicable law.

Return Authorization

All returns require prior written authorization from MemoryHaven.

To request a return, email:

vauossmnaiasom@gmail.com

Please include:

• Your full name
• Your order number
• The email address used for the order
• The product you wish to return
• The reason for the return
• Clear photographs when the product is damaged, defective, incorrect, incomplete, or materially different from its listing

If the return is approved, we will provide a Return Authorization number and the applicable return instructions.

Do not send a product back until you have received written authorization and the correct return address.

Returns sent without prior authorization, sent after the permitted period, or delivered to an unauthorized address may be refused.

Return Address Notice

MemoryHaven works with different suppliers and fulfillment locations. The correct return destination may vary depending on the product, supplier, shipping origin, and reason for return.

Our Hong Kong business address is not a general return warehouse or customer return center.

Do not return any product to the following address unless MemoryHaven has specifically instructed you to do so in writing:

Unit 809, 8/F Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

Products sent to our business address without prior written authorization may be refused, delayed, lost, or returned to the sender. We are not responsible for unauthorized returns sent to an incorrect address, except where responsibility cannot legally be excluded.

Return Shipping Costs

When a return is requested because the customer changed their mind, ordered the wrong product, selected the wrong size or variation, or no longer wants the product, the customer is responsible for return shipping costs.

MemoryHaven will generally cover reasonable return shipping costs, provide a prepaid return label, or offer another appropriate resolution when we verify that:

• The wrong product was shipped
• The product arrived materially damaged
• The product has a verified manufacturing defect
• Required components were missing
• The product materially differs from its description

Do not purchase return shipping based on an assumption that it will be reimbursed. Any reimbursement must be approved by MemoryHaven in writing before the return is shipped.

Original shipping fees and optional expedited shipping charges are generally non-refundable unless the return results from our verified error, a qualifying defect, or applicable law requires otherwise.

Shipping Your Return

Approved returns must be shipped using a trackable shipping service.

You should:

• Package the product securely to prevent damage during transit
• Include the Return Authorization number when instructed
• Use the return address provided by MemoryHaven
• Retain the shipping receipt and tracking number
• Comply with any carrier restrictions applicable to the product

The customer remains responsible for the return shipment until it is confirmed as delivered to the authorized destination, except when MemoryHaven provides the return label or applicable law states otherwise.

MemoryHaven is not responsible for return packages that are lost, misdirected, damaged because of inadequate packaging, or sent to an unauthorized location.

Inspection of Returned Products

After an authorized return is delivered, we will inspect the product and verify:

• Its condition
• Whether it was returned within the required period
• Whether all components and packaging are present
• Whether the returned product matches the original order
• Whether it contains personal, memorial, biological, or cremated contents
• Whether the stated reason for return can be verified

We will notify you whether the return has been approved or rejected.

Inspection times may vary depending on the product and return destination.

Refunds

When a return is approved, the refund will be issued to the original payment method used for the purchase unless another method is required by law.

Approved return refunds are generally initiated within 5–10 business days after inspection and approval.

Your bank, credit card company, payment provider, or financial institution may require additional time to post the refund to your account. MemoryHaven does not control external payment-processing times.

The refunded amount may exclude:

• Original shipping charges
• Expedited shipping charges
• Return shipping charges
• Customs duties, import taxes, brokerage fees, and similar charges
• Products not received as part of the authorized return
• Amounts that may lawfully be withheld because of customer-caused damage or missing components

No deduction will be applied where prohibited by applicable law.

Late or Missing Refunds

After receiving confirmation that a refund was issued, please allow your payment provider’s standard processing period.

If the refund does not appear after the expected processing period:

• Check the original payment account
• Contact your bank or card issuer
• Contact the payment provider used for the transaction
• Email MemoryHaven with your order number and refund confirmation

Please do not send full credit card numbers, banking passwords, or other sensitive financial information by email.

Damaged, Defective, Incorrect, or Incomplete Products

Inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or incomplete, contact us within 7 calendar days after delivery.

Email vauossmnaiasom@gmail.com and provide:

• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the shipping package and label
• Photographs of any damaged or missing components
• A video when reasonably necessary to demonstrate an operational defect

Keep the product, packaging, shipping materials, labels, accessories, and components until the claim has been resolved.

Depending on the circumstances, we may offer:

• Troubleshooting assistance
• Replacement parts
• A replacement product
• A partial refund
• A full refund
• An authorized return

The appropriate resolution will depend on the product, evidence provided, inventory availability, nature of the problem, and applicable law.

Do not discard a damaged or defective product unless MemoryHaven confirms in writing that disposal is permitted.

Minor Variations

Colors, wood grain, stone patterns, metal finishes, floral arrangements, printed placement, handmade details, and natural materials may vary slightly from product photographs.

Minor differences caused by lighting, screen settings, natural materials, handmade production, manufacturing tolerances, or product updates are not necessarily considered defects.

This provision does not apply when a product materially differs from its listing or fails to perform its stated function.

Exchanges and Replacements

We do not guarantee direct exchanges for change-of-mind returns.

Verified damaged, defective, incorrect, or incomplete products may qualify for replacement.

When a replacement is approved but the same product is unavailable, we may offer:

• A comparable replacement with the customer’s agreement
• Store credit where accepted by the customer and permitted by law
• A partial refund
• A full refund

A replacement order may be subject to availability, supplier confirmation, and delivery time.

Order Cancellations

Cancellation requests should be submitted as soon as possible after an order is placed.

Orders may be canceled within 12 hours of purchase only if processing, customization, supplier submission, fulfillment, or shipment has not started.

Submitting a cancellation request within 12 hours does not guarantee cancellation.

Customized and personalized products may enter production shortly after the order is received. Once customization or production has started, cancellation may no longer be possible.

If fulfillment or shipment has already started, the customer may need to wait for delivery and request a return under this policy, provided the product is eligible.

Approved cancellations will be refunded to the original payment method.

Shipping Delays and Unshipped Orders

Delivery dates and shipping estimates are estimates unless expressly stated otherwise.

When we learn that an order cannot be shipped within the stated timeframe, we will provide any notice, cancellation option, delay-consent option, or refund required by applicable law.

When required, customers may choose not to accept a revised shipping date and may cancel the unshipped order for a full and prompt refund.

If MemoryHaven determines that an ordered product cannot be supplied, we may cancel the affected product or order and issue the applicable refund.

A refund for merchandise that cannot be shipped will include any shipping or handling amount attributable to the unshipped merchandise where required by applicable law.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address before submitting an order.

MemoryHaven cannot guarantee that an address can be changed after processing begins.

If a package is returned because of:

• An incorrect or incomplete address
• An unavailable recipient
• Refused delivery
• Failure to collect the package
• An address that cannot accept the shipment
• Unpaid duties or import charges

We may offer, depending on the circumstances:

• Reshipment after payment of additional shipping costs
• A refund of the recoverable product amount after the returned package is received and inspected
• Cancellation of the order where the product has not yet shipped

Original shipping charges, return-to-sender costs, duties, and reshipment costs may be deducted where permitted by law and when the issue was not caused by MemoryHaven.

Customized, personalized, opened, or otherwise non-returnable products may not qualify for a refund when returned because of an address or delivery problem.

Refused and Unclaimed Packages

Refusing delivery does not automatically create an approved return or guarantee a full refund.

Packages refused or left unclaimed may be returned to the carrier, fulfillment center, supplier, or another location and may incur additional fees.

Please contact MemoryHaven before refusing a shipment whenever possible.

A refund, if available, will be considered only after the package is returned to an authorized location and inspected.

Packages Marked as Delivered

When tracking shows that a package was delivered but it cannot be located, please:

• Check the delivery address
• Check mailboxes, entrances, porches, garages, and safe locations
• Ask household members, neighbors, reception staff, or building management
• Review any delivery photographs or carrier notices
• Contact the shipping carrier

After completing these steps, contact MemoryHaven with your order number and available carrier information.

We will provide reasonable assistance, but a delivered tracking status does not automatically establish eligibility for a refund. Each case may require a carrier investigation, delivery confirmation, or additional evidence.

Nothing in this section limits rights that cannot be excluded under applicable law.

International Returns

For orders delivered outside the original shipping country:

• The customer is generally responsible for international return shipping unless the return results from our verified error
• Customs duties, import taxes, brokerage charges, and government fees are generally non-refundable by MemoryHaven
• Customers are responsible for obtaining any customs documentation needed for the return
• Unauthorized customs charges billed to MemoryHaven may be deducted from a refund where legally permitted
• Products must be declared accurately and returned in accordance with applicable customs and carrier requirements

MemoryHaven cannot refund taxes or duties collected directly by a government agency or carrier. Customers may need to request reimbursement from the relevant authority.

Abuse and Fraud Prevention

MemoryHaven may refuse a return, refund, replacement, or exchange where there is reasonable evidence of:

• Product substitution
• False or altered photographs
• Intentional product damage
• Repeated claims inconsistent with order history
• Return of a different product
• Missing serial numbers or identifying labels
• Unauthorized payment activity
• Other fraudulent or abusive conduct

Any decision under this section will remain subject to applicable consumer-protection laws and payment-provider requirements.

Policy Changes

We may update this Return & Refund Policy to reflect operational, legal, regulatory, product, or service changes.

The policy displayed at the time an order is placed will generally apply to that order unless applicable law requires otherwise.

Updates will be posted on MemoryHaven with a revised “Last Updated” date.

Contact Information

For return, refund, cancellation, replacement, or order-related questions, contact:

Store Name: MemoryHaven
Legal Business Name: STOREVIA LIMITED
Email: vauossmnaiasom@gmail.com
Phone: +1 (936) 260-5549
Website: memoryhaven.us

Business Address:

Unit 809, 8/F Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

The business address above is provided for business identification and correspondence. It is not a customer service counter, retail location, pickup point, or general return address.

Customer support generally responds within 1–2 business days, Monday through Friday.