RETURNS, EXCHANGES & WARRANTY POLICY

Last updated: May 2026

1. GENERAL POLICY

All sales made through Memoirita are considered final. Memoirita does not accept returns, exchanges, or issue refunds except under the specific circumstances expressly set forth in this policy. By completing a purchase on our website, the customer acknowledges and agrees to the terms outlined herein.

Items purchased during promotional sales, at discounted prices, or through the application of any discount code or promotional offer of any kind are strictly excluded from all claims, returns, exchanges, and warranty coverage under this policy, without exception.

2. DEFECTIVE PRODUCT CLAIMS

2.1 Eligibility

Memoirita will consider a claim solely in the event that a product is found to be defective as a direct result of a manufacturing fault attributable to Memoirita. Claims will only be entertained if all of the following conditions are satisfied:

The defect is a direct result of a manufacturing error on the part of Memoirita, and not the result of misuse, negligence, accidental damage, normal wear and tear, or any external cause.
The item has not been worn, used, altered, or tampered with in any way.
The item is returned in its original condition, with all original packaging, jewellery box, jewellery pouch, polishing cloth, product tags, hang tags, authenticity cards, and all other accompanying items included and intact.
The item shows no signs of contact with cosmetics, perfume, lotion, cream, chemicals, or any other substances.
The item shows no signs of scratching, abrasion, chipping, denting, deformation, or any physical damage to the setting, gemstones, or any other component.
Photographic and/or video evidence of the unboxing process is provided at the time of the claim submission.

For the avoidance of doubt, the following circumstances are expressly excluded from all claims and do not constitute a manufacturing defect under any circumstances:

Natural variation in gemstone colour, tone, saturation, clarity, or transparency
The presence of natural inclusions, internal growth patterns, or colour zoning within any natural stone
Any difference in the appearance of a gemstone compared to product photography, resulting from the inherent uniqueness of each individual natural stone
Any difference in appearance attributable to monitor settings, screen calibration, photographic lighting, or image processing

Memoirita's absolute right to decline any claim arising from the above circumstances is expressly reserved.

2.2 Claim Procedure

Customers must adhere strictly to the following procedure to be considered for a defective product claim:

Contact Memoirita at memoirita.official@gmail.com within 7 days of the confirmed delivery date.
Provide the following information in your initial communication:

Full name and order ID
Tracking number of the original shipment
Clear photographs and/or video footage of the defect, including unboxing footage
A detailed written description of the issue

Await written confirmation from Memoirita before returning any item. Items returned without prior written authorisation from Memoirita will be refused upon arrival and returned to the sender at the sender's expense. Memoirita accepts no liability whatsoever in respect of unauthorised returns.
Upon receipt of written authorisation, the customer must dispatch the item within 7 calendar days. Failure to do so will result in the claim being automatically void, and Memoirita reserves the right to refuse the return and decline the claim.
The item must be securely and appropriately packaged for international transit to prevent damage during shipping. Memoirita strongly recommends that customers obtain full insurance coverage for the return shipment. Any loss or damage occurring during the return transit shall be the sole responsibility of the customer, and Memoirita reserves the right to decline a claim in respect of any item that arrives damaged or in a condition inconsistent with the reported defect.
The customer must provide Memoirita with the return tracking number promptly upon dispatch. Failure to provide a tracking number will result in the return being deemed not yet sent, and the claim will not be processed.

2.3 Assessment & Resolution

Upon receipt of the returned item, Memoirita will conduct a thorough inspection within 7–14 business days. The customer will be notified of the outcome via email. Memoirita's assessment shall be final and binding.

If the claim is approved, Memoirita will, at our sole discretion, either:

Replace the item with the same or equivalent product, subject to stock availability; or
Repair the item and return it to the customer.

In the event that the claimed defect is found to be the result of customer misuse, negligence, normal wear and tear, or any cause not attributable to Memoirita, the claim will be declined, and the item will be returned to the customer at the customer's expense.

Memoirita reserves the absolute right to decline any claim that does not satisfy the conditions set forth in this policy.

3. SIX-MONTH LIMITED WARRANTY

3.1 Coverage

Memoirita provides a six (6) month limited warranty from the date of confirmed delivery, covering the following manufacturing defects arising under normal use conditions:

Plating discolouration or fading attributable to a manufacturing defect
Loss of gemstones (diamonds, precious or semi-precious stones) due to a setting failure
Chain breakage attributable to a manufacturing defect
Clasp failure or detachment
Adjuster malfunction or detachment
Pendant detachment
Hang tag detachment

3.2 Warranty Exclusions

The warranty provided under this section shall be null and void under any of the following circumstances:

The item has been repaired, altered, serviced, or modified by any party other than Memoirita's authorised craftspeople.
The item has been subjected to misuse, negligence, accidental damage, improper storage, or use inconsistent with Memoirita's care guidelines.
Damage resulting from exposure to chemicals, cosmetics, perfume, chlorine, saltwater, or other corrosive substances.
Normal wear and tear, including but not limited to minor scratches, surface oxidation, and gradual plating wear resulting from regular use.
The item cannot be verified as an authentic Memoirita product purchased through an official Memoirita channel.
The item was purchased through an unauthorised third-party reseller or obtained through any channel other than Memoirita's official platforms.
The customer is unable to provide valid proof of purchase, including but not limited to an official order confirmation email issued by Memoirita. Memoirita reserves the right to request proof of purchase at any stage of the claims or warranty assessment process, and to decline any claim where such proof cannot be provided.

3.3 Warranty Claim Procedure

To initiate a warranty claim, the customer must:

Contact Memoirita at memoirita.official@gmail.com with a description of the issue, supported by clear photographs and/or video footage.
Await written confirmation and authorisation from Memoirita before returning any item. Items dispatched without prior written authorisation will be refused and returned to the sender at the sender's expense.
Upon authorisation, dispatch the item — along with all detached or missing components (including but not limited to gemstones, clasps, pendants, hang tags, or any other detached parts) — within 7 calendar days.
Provide the return tracking number to Memoirita promptly upon dispatch.
Pack the item securely and appropriately for international transit. Memoirita strongly recommends obtaining full shipping insurance. Memoirita accepts no liability for loss or damage occurring during return transit.

3.4 Warranty Assessment & Repair Timeline

Upon receipt of the returned item, Memoirita will conduct an initial inspection and communicate the outcome to the customer via email. Please note that whilst Memoirita will endeavour to complete all repairs as expeditiously as possible, the warranty repair process — including internal inspection, factory dispatch, repair, quality control, and return shipping — may require approximately 30–45 calendar days or longer, depending on the nature and complexity of the repair, factory production schedules, parts availability, and other operational factors. This timeline is indicative only and does not constitute a guarantee of completion within the stated period.

Memoirita will provide regular updates via email throughout the repair process, including notification of dispatch once the repaired item has been cleared for return shipment.

3.5 Warranty Repair Costs & Shipping Fees

All repair costs for claims approved under this warranty shall be borne by Memoirita.
All return shipping costs — both from the customer to Memoirita and from Memoirita back to the customer — shall be borne solely by the customer. Memoirita will advise the customer of the applicable return shipping fee prior to dispatch.
In the event that a component required for repair is missing and cannot be recovered (e.g., a lost gemstone), additional charges may apply and will be communicated to the customer in advance.
Payment of all applicable repair fees and return shipping costs must be received in full prior to the commencement of repair and prior to the dispatch of the repaired item, respectively.

3.6 Limitations on Warranty Repairs

Memoirita reserves the right to decline a warranty repair under the following circumstances:

The item cannot be confirmed as an authentic Memoirita product.
The item submitted for repair is not the item referenced in the approved warranty claim.
The item has previously been repaired or altered by a third party.
The item is found to be beyond repair upon physical inspection, notwithstanding any preliminary assessment conducted remotely.
The item was received in a damaged or incomplete condition as a result of inadequate packaging during transit.

Please note that polishing and re-plating may reduce the appearance of surface scratches but cannot eliminate deep scratches entirely. Similarly, such treatments may mitigate minor surface oxidation but cannot fully reverse severe oxidation. These outcomes are inherent characteristics of fine jewellery and do not constitute grounds for a warranty claim.

In the event that Memoirita has modified the design of a product subsequent to the customer's original purchase, repairs will be carried out in accordance with the original design specifications of the customer's item. Where original components or materials are no longer available, Memoirita reserves the right to either decline the repair or proceed using the closest available alternative, which may result in a variation in the final appearance of the repaired item.

Memoirita bears no liability for loss of or damage to any item during the repair process or during transit to or from our facility.

4. POST-WARRANTY SERVICES

Following the expiry of the six-month limited warranty, Memoirita remains committed to supporting the longevity of your jewellery. Customers may contact us to enquire about post-warranty repair or maintenance services, which may be provided at a reasonable charge to be agreed upon in advance.

Memoirita's jewellery is crafted from genuine sterling silver and, with proper care and maintenance, is designed to be an enduring piece — one that may be treasured and passed down through generations, in keeping with the ethos of the Memoirita brand.

5. GENERAL DISCLAIMER

Memoirita reserves the absolute and sole right to assess, approve, or decline any claim, return, exchange, or warranty request at our sole discretion. All decisions made by Memoirita in connection with claims under this policy are final and binding. Submission of a claim does not guarantee approval.