Refund policy
Last updated: October 24, 2026
At MemoryLayers, we want you to receive your family handprint kit in good condition and as described.
This policy explains our approach to returns, cancellations and refunds for orders delivered to the United States, Canada and Australia.
Nothing in this policy limits non-excludable consumer rights.
1. Change-of-Mind Returns
MemoryLayers does not offer voluntary returns or refunds when a customer simply changes their mind, no longer wants the product or decides not to use it.
This applies whether a kit is unopened, opened or used, except where applicable law provides a mandatory right to cancel or obtain another remedy.
This policy does not exclude statutory consumer protections.
2. Damaged, Defective, Incomplete or Incorrect Products
If your order arrives damaged, defective, incomplete, incorrect or significantly different from its description, contact contact@memorylayers.store.
Please provide your order number, a description of the issue and, where reasonably possible, photographs showing the problem.
We will review the issue and provide an appropriate remedy under applicable law.
Depending on the circumstances, this may include repair, replacement, refund or another legally required solution.
Your statutory rights are not limited to a general 14-day or 30-day period.
Opening or using a product does not automatically remove your rights if the goods have a defect covered by applicable consumer law.
If returning a faulty or incorrectly supplied product is legally required, MemoryLayers will cover reasonable return costs where required by law.
3. Lost or Undelivered Orders
If your order does not arrive within the applicable delivery period, contact contact@memorylayers.store.
We will investigate the shipment.
Where required by applicable law, we will offer the appropriate option to consent to a revised delivery arrangement, cancel, receive a replacement or obtain a refund.
For United States orders, applicable federal shipping-delay and refund requirements will be respected.
4. Consumer Rights by Country
United States
MemoryLayers does not offer voluntary change-of-mind returns.
Customers retain rights under applicable federal and state consumer protection laws, including mandatory remedies and cancellation or refund rights where applicable.
Canada
MemoryLayers does not offer voluntary change-of-mind returns.
Customers retain applicable rights under Canadian federal, provincial and territorial consumer protection laws, including mandatory remedies or cancellation rights where applicable.
Australia
MemoryLayers does not offer voluntary change-of-mind returns.
Australian customers retain all applicable rights under the Australian Consumer Law, including consumer guarantees and remedies for goods that fail to meet those guarantees.
Nothing in this policy excludes, restricts or modifies consumer guarantees or remedies that cannot lawfully be excluded.
5. How to Request a Return or Remedy
Email contact@memorylayers.store with your order number and details of your request.
We may ask for reasonable proof of purchase or information needed to investigate the issue.
If a return is necessary, we will provide instructions and the appropriate return address.
Please contact us for instructions before sending products back. This does not limit any legal right you may have.
Where applicable law requires MemoryLayers to cover return shipping, we will arrange or reimburse reasonable eligible costs.
6. Refunds
Approved refunds are issued to the original payment method unless another arrangement is agreed where legally permitted.
Refunds will be processed within the deadlines required by applicable law.
Your bank or payment provider may require additional time for the refund to appear.
We do not charge restocking fees where prohibited by law or make deductions from statutory refunds except where legally permitted.
7. Previous Orders
Changes to this policy apply prospectively and do not remove consumer rights or contractual promises that applied when an earlier order was placed.
8. Contact
For returns, cancellations, refunds or problems with an order, contact: