Returns & Refunds
a. You fail to provide notice as set above, and/or
b. You make any further use of such goods after giving notice under the clause above relating to damages and shortages and/or
c. A defect arises because you did not follow our written instructions about the storage, commissioning, installation, use and maintenance of the goods; and/or
d. A defect arises from normal wear and tear; and/or
e. A defect arises from misuse or alterations of the goods, negligence or wilful damage or any other act by you.
Please Note. We are unable to offer refunds or exchanges for personalised items, unless faulty.
It is your responsibility to ensure that all returns are packaged securely to prevent any damage in transit whilst being returned back to us and where possible in the original packaging. We will not accept any responsibility for any loss/damage or breakages in addition to your original fault during transit of the return. We ask that you raise this independently with the courier company and will assist with any photographic evidence as required.
The Memento Group, The Lodge, Clarke's Lodge, Kislingbury Road, Bugbrooke NN7 3SB United Kingdom.
Refunds will be processed back to the original payment method within 14 days of the goods arriving, confirmation, or upon request received by email, telephone or in writing.
If you have any complaints or comments about our website or any of the products supplied to you, please contact us through the Contact Us section on the website. Alternatively, you can call us Monday-Friday between 9am and 5pm local UK time. UK customers should call 01327 831536 Customers from outside the UK should call +44 (0) 1327 831536 or email our
We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due, our carrier will contact you to arrange payment.
Dispatching of Orders - Although we try to process and dispatch your order on the day of order, this may not always be possible, for the following reasons:
Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will dispatched in the period specified on the website
Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.
Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be dispatched