Return & Refund Policy

Thank you for choosing Carry Memento. Because we offer both personalized jewelry and non-personalized products, different return and cancellation rules apply depending on the product type.

1. Order Cancellations

You may contact us to request cancellation of your order within 1 hour of placing your order.

After 1 hour, your order may have already entered production or processing, so we cannot guarantee that the order can be canceled. If you need to cancel an order after this time, please contact us as soon as possible, and we will check the current status of your order.

Once production has reached a stage where cancellation is no longer possible, we may be unable to accept the cancellation request.

2. Personalized Products

Personalized products include items made using your photos, names, text, or other custom information specifically submitted for your order.

Because these products are made specifically for you, personalized products are generally not eligible for returns or refunds due to a change of mind, including:

No longer wanting the product
Changing your personal preferences
Choosing the wrong product, style, or size
Providing incorrect personalization information
Requesting a change to a photo or other customization after production has begun

Please carefully review your product selection and customization details before placing your order.

3. Damaged, Incorrect, or Defective Items

If you receive an item that is damaged, defective, incorrectly made, or significantly different from what you ordered, please contact us as soon as possible.

Please provide your order number and clear photos of the item so that we can review the issue.

Depending on the situation, we may offer a free remake, replacement, refund, or another appropriate solution.

If the issue is caused by our error, a product defect, or damage during delivery, we may cover reasonable return or replacement shipping costs.

4. Returns for Non-Personalized Products

Non-personalized products, including Birthstone Jewelry, may be eligible for a return request made within 30 days of delivery.

To be eligible for a return, the item must generally be:

Unused and unworn
In its original condition
Free from damage or visible signs of use
Returned with its original packaging and accessories, where applicable

Please contact us before sending anything back. Returns sent without prior confirmation may not be accepted or processed.

For approved returns due to personal preference or change of mind:

The customer is responsible for the return shipping costs.
A 20% restocking and handling fee will be deducted from the product price.
80% of the product price will be refunded to the original payment method.
Original shipping charges are non-refundable, except where otherwise required by applicable law.

The 20% restocking and handling fee does not apply when a return is required because of our error, a product defect, damage during delivery, or an incorrect item.

5. Refunds

If your refund is approved, it will be issued to your original payment method.

For approved change-of-mind returns of non-personalized products, the refund will generally be 80% of the product price, after the 20% restocking and handling fee.

The time required for the refund to appear in your account depends on your bank, card issuer, or payment provider.

6. Order Information

Customers are responsible for ensuring that their shipping address, product selection, and customization details are accurate when placing an order.

If a personalized product is correctly made according to the information submitted by the customer, incorrect customer-provided personalization is generally not eligible for a change-of-mind refund.

Please carefully review your order before completing your purchase.

This policy does not limit or exclude any consumer rights that cannot legally be excluded or restricted under applicable law.