Política de reembolso

 

# Return Policy — memorayourpet

At *memorayourpet*, we have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.

For a return to be accepted, the item must be in the same condition as when you received it: unused, with its tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

To initiate a return, you can contact us at [jovenog6@icloud.com](mailto:jovenog6@icloud.com). Please note that returns must be shipped to the address we’ll provide when you contact us.

If your return is accepted, we’ll send you instructions on how and where to send the package. Return shipping costs are the customer’s responsibility and are non-refundable. Items returned without a prior return request will not be accepted.

You can contact us with any questions about returns at [jovenog6@icloud.com](mailto:jovenog6@icloud.com).

## Damage and Issues

Please check your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the problem and resolve it.

## Exceptions / Non-Returnable Items

Since many of *memorayourpet’s products are custom-made (for example, with your pet’s name, photo, or information), they **cannot be returned or refunded*, unless they arrive defective or damaged. Before confirming your order, please carefully check that all customization details are correct.

Additionally, we do not accept returns of perishable items, hazardous materials, flammable liquids, or gases. If you have questions about a specific item, please contact us.

Unfortunately, we also do not accept returns of sale items or gift cards.

## Latin America — ID Required

Orders shipped to countries in Latin America require a valid identification number (DNI, CURP, CPF, RUT, or Cédula, depending on the destination country) for customs clearance. Be sure to enter it correctly at checkout, along with a complete and accurate shipping address.

 

If we are unable to deliver your order because the identification number is missing, incomplete, or incorrect, or because the shipping information provided is inaccurate, the order will not be refundable. This includes packages that are rejected, returned to the sender, or destroyed by customs for these reasons. Any reshipment, if possible, will be at the customer’s expense.

## Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a new order for the desired item.

## 14-Day Right of Withdrawal in the European Union

Notwithstanding the above, if the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without needing to provide a justification. As in the previous cases, the item must be in the same condition as when you received it: unused, with its tags, and in its original packaging. You will also need the receipt or proof of purchase.

> *Note:* The EU right of withdrawal does not apply to personalized or custom-made items; therefore, personalized products from *memorayourpet* are excluded from this exception.

## Refunds

We'll let you know once we've received and inspected your return, and we'll inform you whether or not the refund has been approved. If approved, the refund will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card company may also take additional time to process and reflect the refund.

If more than 15 business days have passed since we approved your return, please contact us at [jovenog6@icloud.com](mailto:jovenog6@icloud.com).