Refund policy

We have a 90-day return and exchange policy to give you a better shopping experience.

Return & Exchange Service Procedure
STEP 1 Contact Customer Service and Request Return Detail. Email: support@vememo.com
STEP 2 Customer will receive an email notification once your request is approved.
STEP 3 The customer packs the package and sends it.
STEP 4 Get Refund or Replacement within 15 bussiness days after we receive the products and confirm their condition.

FULL COVERAGE Return/Exchange Policy
The following reasons are covered by our 90 day FULL COVERAGE Return/Exchange Policy: (We will be responsible for the return postage fees and replacement fees)
1. The product customization information does not match or an error in customization.
2. We sent the wrong order or item(s), or the products you received is defective/damaged.

NO Return/Exchange
The following reasons are NOT covered by our 90-day return/exchange policy. We are not liable for these issues.
1. Products that exceed the return processing time limit (90 days after the order is signed).
2. The non-quality issue for personalized products.
3. Customization issues resulting from low-resolution or blurry images uploaded by the customer
4. Product damaged by misuse, mishandling, or poor maintenance.
5. Items that have been washed, soiled or damaged resulting from customer's handling.
6. Delays in delivery where the product does not arrive within the estimated shipping timeframe. (Please note that this is an estimate provided by the shipping carrier, not a guarantee, as clearly stated in our Shipping Policy.)
7. Customers selecting incorrect product specifications due to personal error when placing orders.
8. Returns or exchanges for personal reasons, such as change of mind, desire to modify the product or its customization, or canceling the order after placement but before receipt.
9. Situations where the customized product has been completed and shipped by us, and the carrier has attempted delivery multiple times (two or more) but failed, or where the shipment could not be delivered due to an incorrect address/zip code provided by the customer at the time of order.

Precautions for return and exchange
1. Items that are being returned should be new and unworn. They should be kept in its original condition in which you received them in. 
2. You must provide proof (photos or video) that the item you received was defective or damaged. This evidence must be taken when you receive the item, not at a later time.
3. The gift box is provided as a free complimentary item from us. Any damage sustained by the gift box during transit that does not affect the main product does not make the order eligible for returns or exchanges.
4. For customized products, the production time is around 1-5 business days. To accelerate production efficiency for a large volume of global orders, our global production and design teams work in shifts around the clock, enabling continuous processing and timely shipment of all orders.
Immediately after your order is placed, our system transmits the images to our production machinery. Our automated workflow begins processing them immediately, with machines and designers finalizing each photo within 30 minutes to match your product's specifications. Once completed, the designs are handed over to our craftsmen for physical production. Due to this highly automated and rapid workflow, we are unable to accept any changes or cancellations once an order is placed—even if you contact us within 1 minute.
Therefore, we cannot offer refunds or exchanges for issues resulting from incorrect product selection or customization images provided by the customer.
The Only Exception(for modifications only, not cancellations):
The only available solution is to pay 30% of the product price as a "Re-customization Fee"to compensate for the incurred machine and labor costs—and you must notify us within 30 minutes of placing the order. Within this brief window, our machines and designers have processed your images but have not yet started physical production, making changes still feasible.
However, once this 30-minute period has passed, even if you offer to pay twice the fee, we will be unable to accommodate any changes.
5. If you need to update your shipping address or zip code after placing an order, please email our customer service at support@vememo.com within 24 hours. After this 24-hour period, your package may have already been collected by the shipping carrier. Please understand that once the package is in the carrier's possession, we are unable to alter the shipping information, regardless of whether it is a domestic or international shipment. We cannot accept refund requests for orders where an incorrect address was provided by the customer and a change was not requested within the 24-hour window.
6. We reserve the right to make any changes to this policy at any time. Notification of any changes will be posted on this page. If you have any questions about cancellations or any of our other policies, please contact our customer service.

Refunds Time
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.