Refund Policy

Thank you for shopping at Eternal Memories. We create custom pieces made with care and love. Since our products are personalized, please read our refund terms carefully.

1. Custom Products Are Non-Refundable

All custom-made products (including Eternal Memories spheres with video, audio, names or messages) are non-refundable once production has started.
We do not accept returns or exchanges due to the personalized nature of each order.

2. Damaged or Defective Items

If your item arrives damaged, broken, or not working, we’ll gladly replace it or issue a refund.

To be eligible, you must:

  • Contact us within 7 days of receiving the product.

  • Send us clear photos or videos showing the damage.

  • Provide your order number and full name.

📧 Contact us at: eternalmemorieshop@gmail.com

3. Lost Packages

If your order hasn’t arrived after the estimated delivery time, please contact us.
We’ll work with the shipping carrier to investigate or offer a replacement.

4. Incorrect Orders

If we made a mistake (e.g. wrong video, name, or product sent), we will correct it at no additional cost.
Please contact us within 7 days of delivery.

5. Refund Processing

If your refund is approved, it will be processed back to your original payment method within 5–10 business days.
We’ll notify you by email once the refund has been issued.

6. Contact Us

For any questions about your order or eligibility for a refund, feel free to contact us:
📧 eternalmemorieshop@gmail.com