Refund policy

REFUND POLICY

At Hammered Memories, we take immense pride in the craftsmanship of our hand-hammered glass portraits. Because each piece is custom-made and personalized using your unique photo, our refund and return policy is as follows:

1. PERSONALIZED ITEMS (NON-RETURNABLE) Due to the nature of custom-made products, we do not accept returns or offer refunds for any personalized glass portraits unless the item is received damaged or has a clear manufacturing defect. Once an order has entered the production phase (hand-hammering process), it cannot be canceled or modified. We do not offer refunds for "change of mind" or dissatisfaction based on the photo you provided.

2. DAMAGES AND ISSUES Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at pyzhou157@gmail.com with the following information:

  • Your Order Number.

  • Clear photos/videos of the damaged glass and the packaging.

  • A brief description of the issue.

We must be notified of any shipping damage within 48 hours of delivery. Upon verification, we will prioritize creating and sending a replacement to you at no additional cost.

3. EXCEPTIONS / NON-RETURNABLE ITEMS Certain types of items cannot be returned, such as:

  • Customized products (special orders or personalized glass art).

  • Sale items or gift cards.

4. EUROPEAN UNION 14-DAY COOLING OFF PERIOD Please note that according to EU consumer protection laws, the "14-day cooling off period" (right of withdrawal) does not apply to goods made to the consumer's specifications or clearly personalized. Therefore, our custom glass portraits are exempt from this right once the production process has begun.

5. EXCHANGES The fastest way to ensure you get what you want is to contact us regarding any issues. Since every item is a unique custom portrait, we do not offer standard exchanges.

6. REFUNDS (IF APPLICABLE) In the rare event that a refund is approved (e.g., we are unable to fulfill your order or a replacement is not possible), we will notify you once we’ve inspected the issue. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

CONTACT INFORMATION For any questions regarding our policies, please contact us at:

  • Email: support@hammeredmemories.com

  • Brand: Hammered Memories