Refund policy

Returns and Refund Policy for Memory Quill

Effective Date: November 26, 2024

At Memory Quill, we take pride in delivering high-quality products and ensuring customer satisfaction. Below is our Returns and Refund Policy to address any concerns you may have with your purchase.

Contact Information

If you need assistance, please reach out to us:

  • Email: contact@sonderbrands.com
  • Phone: +1 307-414-1442
  • Address: 701 Tillery Street Unit 12, Austin, TX, Travis, US, 78702

1. No Refunds for Change of Mind

We do not offer refunds for change of mind once your order has been shipped. Please carefully review your order details before completing your purchase.

2. Damaged or Defective Products

If your Memory Quill product arrives damaged, defective, or in an unusable condition:

  • Notify us within 7 days of delivery by emailing contact@sonderbrands.com. Please include your order number and photos of the issue.
  • Upon verification, we will send you a replacement product at no additional cost.

Note: We may request the damaged product be returned before issuing a replacement. In such cases, a prepaid return shipping label will be provided.

3. Missing or Incorrect Items

If you receive the wrong item or an item is missing from your order:

  • Contact us within 7 days of delivery with your order number and details of the issue.
  • We will promptly send the correct or missing item.

4. Refunds for Eligible Situations

Refunds will only be issued in the following circumstances:

  • The product is unavailable for shipping, and the order cannot be fulfilled.
  • A return is approved for an unused product in its original condition (see "Return Authorization" below).

Please note: Shipping fees are non-refundable.

5. Return Authorization

Returns must be authorized by our customer service team before the product is sent back. To request a return authorization:

  • Email us at contact@sonderbrands.com with your order number, reason for return, and supporting details or photos if applicable.
  • Once approved, you will receive return instructions.

Products sent back without prior approval may not be eligible for a refund or replacement.

6. Return Eligibility

  • The product must be unused, undamaged, and in its original packaging.
  • Returns must be initiated within 30 days of receiving your order.

7. Non-Returnable Items

We do not accept returns or exchanges for:

  • Used or partially filled Memory Quill journals.
  • Products not purchased directly from the Memory Quill website.

8. Processing Time for Refunds and Replacements

  • Refunds will be processed within 7-10 business days after we receive and inspect the returned product.
  • Replacements will be shipped within 5 business days after the issue is verified.

9. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to a damaged or defective product or an error on our part.
  • If a prepaid return label is provided, the cost of return shipping may be deducted from the refund amount.

Thank you for choosing Memory Quill. We appreciate your trust in us to help capture life’s most meaningful stories. If you have any further questions, please contact us at contact@sonderbrands.com.