Return & Exchange Policy
At MemoCool, we want you and your pets to absolutely love what you’ve ordered from us! Before we ship your order, we carefully examine all products to make sure they meet our strict quality standards. But if something isn’t quite right, don’t worry—we’re here to make things right. Please contact us and our team is happy to assist you!
Returns
- When: You can return items within 14 days of receiving your order. We just ask that the product is unused, in its original packaging, and in the same condition as when it arrived at your door.
- What’s not returnable: We can’t accept returns on customized products unless there are major or functional defects from production (see Damaged and Defective Items), since those are made just for you! Normal wear and tear are not considered returnable. Unfortunately, we also cannot accept returns on sale items or gift cards.
- Return Shipping: The cost of shipping for returns will be deducted from your refund.
- Refunds: Once we’ve received and inspected your return, we’ll let you know if it’s approved. If everything checks out, you’ll see your refund back in your original form of payment within 5-10 business days.
Exchanges
- Need to swap something? No problem! You have 14 days to exchange your item as long as it’s in the same unused condition and packaging.
- Exchange Shipping: Just a heads-up — customers are responsible for the shipping costs for exchanges.
Damaged or Defective Items
We’re so sorry if something arrives damaged or defective. Please contact us with your order number and a photo of the item, and we’ll make sure to get a replacement or refund sorted for you as quickly as possible — at no extra cost.
Notes
Because all our products are handmade, there may be small variations or imperfections that make each piece unique. These little quirks are part of the charm! That said, if there’s a functional issue with your product, we’re for sure happy to help with a return or exchange.
To start a return or exchange, you can contact us at support@memo-cool.com. If your return or exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have any questions or need assistance, don’t hesitate to reach out to us. We’re always happy to help!