Refund policy
Return & Refund Policy (EU/NL) – Customized / Personalized Products
Effective date: October 2025
Customized items: No change-of-mind returns or refunds. Because customized/personalized products are made specifically for you, they are non-returnable and non-refundable except if defective, damaged in transit, or incorrect.
Non-custom items: 30‑day return window under our store policy if unused, in original packaging, and with proof of purchase. The first 14 days are your EU cooling‑off period (see §E1).
E1) EU/NL right of withdrawal (14‑day cooling‑off)
For distance sales within the EU, consumers normally have a 14‑day right to withdraw without giving any reason. This right does not apply to goods made to your specifications or clearly personalised (Directive 2011/83/EU, Art. 16(c)).
- Customized items: no 14‑day cooling‑off (but you keep your statutory rights for faulty goods).
- Non‑custom items: you can withdraw within 14 days from delivery; return unused with original packaging.
E2) EU/NL statutory warranty (“legal guarantee” / wettelijke garantie)
You are entitled to a product that conforms to the contract. If it is faulty or not as described, you can request repair or replacement, or if not possible within a reasonable time, a price reduction or refund.
- EU minimum legal guarantee for goods is at least 2 years. In the Netherlands there is no fixed period; the reasonable lifespan of the product applies.
- These rights apply also to customized goods if the issue is a defect or non‑conformity.
E3) Cancellations & edits (before production)
- Within 2 hours of purchase: email info@memoryblock.nl to cancel or edit.
- After proof approval/production start: order is final.
E4) Report damage/defect (recommended within 7 days)
- Email us within 7 days of delivery with your order number and clear photos (outer box, label, inner packaging, item).
- Keep all packaging until your claim is resolved. We may send a prepaid label or request a return for inspection.
This 7‑day window helps us resolve shipping claims quickly and does not limit your statutory rights.
E5) Not eligible for return/refund
- Color/brightness differences due to screen vs. print.
- Low‑resolution/dark/cropped images or text provided/approved by you.
- Normal material variations (e.g., wood grain).
- Wear & tear after use, improper care, moisture/heat damage.
- Sale items and gift cards.
E6) Shipping costs
- If we are at fault (defect, damage, wrong item), we cover return postage and reshipment.
- Voluntary returns of non‑custom items: original shipping is non‑refundable; return shipping is your responsibility (unless required by law).
E7) Exchanges
Customized items: handled as a remake if your claim is approved.
Non‑custom items: return within 30 days (unused) and place a new order.
E8) How to start a return (non‑custom)
Contact info@memoryblock.nl. Approved returns should be sent to:
[INSERT RETURN ADDRESS]
Items sent back without approval will be refused.