At MEMENTO MORI, all jewelry is handcrafted and made to order and to the client’s specifications. For these reasons, MEMENTO MORI reserves the right not to accept returns unless the product is defective or does not meet the agreed-upon specifications at the time of purchase, in accordance with Article 103 of the General Law for the Defense of Consumers and Users (Royal Legislative  Decree 1/2007). 

Conditions for returning a product

If the piece is defective, you have the right to cancel your contract with us by sending a request via  email within 15 days from the day you, or someone designated by you (other than the carrier), take  physical possession of the products in your order. 

We will verify that the returned product meets the conditions of the Return Policy, and if it does, we will proceed with the refund or exchange of the product accordingly. 

Our products must be returned in new and unused condition, in perfect condition, with all protective materials in place and any relevant tags and stickers attached (if applicable), along with the original box, MEMENTO MORI jewelry box, and delivery package, including all accessories and documents. 

We reserve the right to refuse any return if the product shows signs of wear, has been used or altered in any way from its original condition. Likewise, we will not accept returns if the jewelry box and its corresponding packaging are damaged and cannot be reused; as an alternative, we may reduce the refund or product exchange amount based on the alterations present in the product or its accessories. 

If you have received free items as part of your order, they must be returned along with the  products. 

All returns will be subject to strict quality control by us to ensure that the returned products meet  these requirements. If the products do not meet the quality control requirements, we will reject your return and return the products to you. If the returned product meets the quality requirements, we will proceed with the appropriate refund or exchange. 

Failure to comply with these Terms of Sale will entitle us to refuse the returned product and send it  back to you, with the corresponding costs being your responsibility.

You cannot cancel an order for custom-made jewelry and/or request a return due to a change of mind or change in personal circumstances, and in any case, cancellation will result in the loss of any sum paid for the piece. Your legal rights are not affected. 

You may not return and/or request a refund if the jewelry has been: 

  1. Used, cleaned, and/or damaged (whether accidentally or deliberately) and the jewelry and/ or packaging are not in a reusable condition; 
  2. Specifically modified for you and/or at your request (this includes any modification to the original design: material, gemstones, engravings);
  3. Made to measure according to your instructions;
  4. Adjusted to a specific size at your request/instructions. 

In any instance where you wish to return one of our pieces, it must be done via courier or special  mail that requires our signature upon receipt and must be insured for its full replacement value. If the piece is not returned or not received by us, no refund will be issued. If we agree to arrange the return of the piece, we will be entitled to deduct the cost of returns from the total refunded amount. 

Return process

To return a product, you must follow the steps below: 

  1. Send an email to info@mementomoriatelier.com requesting the return of the item. At this stage, a return  form will be sent to you, and you may be asked for photographs and information about the product to allow us to make an initial assessment of its condition;
  2. Please complete the form with the necessary details and sign it;
  3. In the delivery package, you must include the completed return form along with the product, all its accessories, any free items received as part of your order, the Service Guide, the  Warranty Card, and all other documents, in its original box;
  4. Please seal the delivery package; and
  5. If we arrange the return shipment, on the agreed date, our logistics provider will deliver a prepaid shipping label and collect the sealed delivery package. 

You should retain proof of the return shipment; we will not accept any responsibility if such proof cannot be provided. Only products that have been received by MEMENTO MORI will be eligible for a refund or product exchange. If you choose to use a different logistics partner than the one we provide, the proof in case of loss or damage to the product during transit must remain with you until the product is in our possession.