1. Personalized & Custom Items

At Eternal Memento, every piece is uniquely crafted through high-precision laser engraving based on the photographs and text you provide.

• No Returns/Refunds: Due to the highly personalized nature of our products, we cannot accept returns, exchanges, or refund requests once the production process has begun.

• Final Sale: Each item is created specifically for you and cannot be resold to others. Therefore, all sales are final.

2. Damaged or Defective Items

We take great pride in our craftsmanship and packaging. However, if your item is damaged during transit or arrives with a clear manufacturing defect, we will make it right.

• Replacement Policy: If your product arrives damaged, broken, or defective, please contact us immediately. We will arrange a free replacement for you at no extra cost.

• How to report: Please email our support team via our [Contact Us] form with the following information:

  1. Your Order Number.

  2. Clear photos of the damaged item and the packaging.

• Timeline: Issues must be reported within 7 days of receiving your package.

3. European Union Customers (Right of Withdrawal)

Please note that under Article 16(c) of the EU Directive on Consumer Rights, the statutory 14-day "cooling off" period for online purchases does not apply to goods made to the consumer's specifications or clearly personalized. As such, our personalized products remain non-returnable for EU customers unless they arrive damaged.

4. Cancellation

If you need to cancel your order, please contact us within 2 hours of placement. Once our artisans begin the engraving process, we are no longer able to cancel or refund the order.