Returns

<h2>Because every order is personalised</h2> <p>Each piece is made just for you in our Hull workshop. That means we can't accept returns or cancellations once we've started production — except where the item arrives faulty, damaged or different from what you ordered. In those cases, just email us at <a href="mailto:hello@madememories.co.uk">hello@madememories.co.uk</a> within 14 days and we'll replace or refund in full.</p> <h2>If your order is faulty</h2> <p>Please email us photos of the issue and your order number within 14 days of receiving it. We'll respond within 1 working day. Depending on the issue, we'll:</p> <ul> <li>Re-make and send a replacement at no cost; or</li> <li>Refund you in full, including return postage if applicable.</li> </ul> <p>This is your legal right under the Consumer Rights Act 2015, and we honour it cheerfully.</p> <h2>If we got the personalisation wrong</h2> <p>If we made an error on the personalisation (wrong name, wrong date, wrong colour from what you ordered), get in touch — we'll re-make and re-send free of charge.</p> <h2>If you ordered the wrong personalisation</h2> <p>If the typo or wrong detail was in the order you placed, we can't usually re-make at no cost — the piece has already been made. Email us anyway: if we haven't started production yet, we can sometimes catch it and amend.</p> <h2>Cancellations</h2> <p>You can cancel a personalised order if production hasn't started — usually within a few hours of ordering. Just email us as soon as possible.</p> <p>If your order is a non-personalised piece (a standard mug or coaster ordered without a name, for example), you have the full 14-day cooling-off right under the Consumer Contracts Regulations 2013.</p>