Politique de remboursement
At BM Memories, all of our products are made to order and personalised specifically for each customer. For this reason, we are unable to accept returns or offer refunds on personalised items, except in the cases outlined below.
Non-returnable items
As permitted under EU Consumer Rights Directive (2011/83/EU, Article 16(c)), personalised and custom-made goods are exempt from the standard 14-day right of withdrawal. Once your order has been confirmed and production has begun, we cannot accept cancellations, returns, or exchanges.
Exceptions — Damaged or defective items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no additional cost to you. To process your claim, we may ask for:
- Photographic evidence of the damage or defect
- Your order number
- A brief description of the issue
How to contact us
For any concerns regarding your order, please reach out to us at gifts@bmmemories.com or through our contact page. We aim to respond within 2 business days.