Return Policy for Memoirs of Two Souls

 

Effective Date: 2024-12-14

 

At Memoirs of Two Souls, we want you to be completely satisfied with your purchase. If for any reason you're not satisfied with an item, please read our return policy below to understand your options.

 

1. General Return Guidelines

We accept returns under the following conditions:

 

Returns must be requested within 14 days of receipt.

All items must be returned in their original condition and packaging.

Shipping costs for returns are the responsibility of the customer, except in cases of defective or damaged items.

 

2. Non-Returnable Items

The following items are final sale and cannot be returned:

 

Custom Apparel: All custom-designed apparel for humans and pets, including personalized items, are final sale and cannot be returned or exchanged.

Treats: Due to health and safety regulations, pet treats are non-returnable and non-refundable.

 

3. Accessories

Unopened Accessories: We accept returns on accessories (such as collars, leashes, and other pet items) as long as the original packaging has not been opened. The item must be in its unused, resalable condition.

Opened Accessories: Accessories that have been opened or used are not eligible for return or exchange.

 

4. Photography Services

Our photography services are non-refundable once the session has been completed. In the event of a rescheduling, please refer to our Photography Services Terms for details regarding cancellations and adjustments.

 

5. How to Initiate a Return

To initiate a return, please follow these steps:

 

Contact Us: Reach out to our customer service team at contact@memoirsots.ca within 14 days of receiving your order to notify us of your intent to return an item.

Return Authorization: You will receive instructions and a Return Authorization (RA) number if your return is eligible.

Return Shipping: Ship the item back to us using a trackable shipping service. We recommend purchasing shipping insurance, as we are not responsible for lost or damaged returns.

 

6. Refunds

Once we receive the returned item, we will inspect it to ensure it meets our return conditions. If approved, a refund will be issued to your original payment method. Please note:

 

Refunds will be processed within 10 business days.

Shipping fees are non-refundable, unless the return is due to an error on our part (e.g., defective or damaged items).

 

7. Exchanges

We do not offer exchanges for items at this time. If you need a different item or size, please return the original item for a refund and place a new order.

 

8. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately with photographic evidence. We will resolve the issue by providing a replacement or refund, including covering the return shipping costs for damaged or defective items.

 

9. Contact Us

If you have any questions regarding our return policy or need assistance with a return, please contact us at:

 

Memoirs of Two Souls

Email: contact@memoirsots.ca