Your statutory rights

This Refund Policy does not limit mandatory consumer rights provided by applicable law.

For many distance purchases made by consumers in the European Union, a statutory withdrawal period may apply.

Different rules and exceptions can apply depending on whether the purchase is a standard physical product, a personalised product, a digital product, or a service.

Standard physical products

Where a physical product is not personalised and the statutory right of withdrawal applies, an eligible consumer may generally notify us of withdrawal within the applicable legal period.

The product should then be returned without undue delay and in accordance with applicable law.

Unless Memorion has agreed otherwise or applicable law requires otherwise, the customer may be responsible for the direct cost of returning the product.

Personalised QR plaques

Many Memorion QR plaques are produced specifically for an individual order and may contain a unique QR connection, custom configuration, printing, engraving, colour, size, text, or other personalisation.

Where a product is made to the customer's specifications or is clearly personalised, the statutory right to change your mind may not apply where permitted by applicable consumer law.

If you want to cancel a personalised order, contact us as soon as possible.

If production has not started and the order can still reasonably be stopped, Memorion may cancel the order and issue a refund.

Once personalised production has started, cancellation may no longer be possible unless the product is defective, incorrect, damaged, or another statutory remedy applies.

Order mistakes

Customers are responsible for checking personalisation, delivery, and order information before submitting an order.

If you notice an error, contact us immediately.

We will try to correct the order where reasonably possible before production begins, but we cannot guarantee changes once production has started.

Damaged, defective, or incorrect products

If a product arrives damaged, defective, materially different from the order, or does not conform to applicable consumer guarantees, contact us as soon as reasonably possible.

Please provide the order reference and, where useful, photographs showing the issue.

Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, price reduction, or refund.

Nothing in this policy removes statutory rights relating to defective or non-conforming goods.

Digital Memorial QR and digital content

Digital products may be supplied or activated shortly after purchase.

Where applicable consumer law provides a withdrawal right for digital content, that right may be affected once supply begins if the customer has expressly requested immediate performance and provided any acknowledgement required by law.

If the digital product has not yet been supplied or activated, contact us as soon as possible if you wish to cancel.

If a digital product is defective, inaccessible due to a service fault, or materially different from what was purchased, statutory remedies remain available.

Memorial services and access

Memorial access, hosting, storage upgrades, and access extensions are digital services.

If you request that a service begins during a statutory withdrawal period, applicable law may require payment for the part of the service already provided or may affect the withdrawal right once the service has been fully performed with the required consent.

Memorion will not use this policy to remove consumer rights that apply by law.

Storage upgrades and access extensions

If an upgrade or access extension has not yet been applied, contact us promptly if you wish to request cancellation.

Once additional storage or an access extension has been applied and the digital service has begun, refund eligibility depends on the circumstances, applicable consumer law, and the extent of performance already provided.

Technical errors, duplicate purchases, or incorrectly applied upgrades should be reported to us for review.

Refund processing

Where a refund is approved or legally required, it will normally be returned using the original payment method unless another method is agreed or required.

Processing times may depend on the payment provider and banking system.

Return shipping

Where a physical product is eligible for return under a right of withdrawal, the customer may be responsible for direct return shipping costs unless Memorion agrees to cover them or applicable law requires otherwise.

If the product is defective, incorrect, or damaged due to Memorion or fulfilment responsibility, legally required return costs will not be shifted to the consumer.

How to request cancellation or refund

Contact info@memorion.eu.

Please include your name; account email where applicable; order number or memorial reference; the product or service concerned; the reason for the request where relevant; and photographs where the request relates to damage or a physical defect.

You do not need to provide a reason where applicable law gives you an unconditional right of withdrawal.

Review of requests

We will review each request fairly in light of the product or service purchased, its fulfilment status, and the consumer rights that apply.