Refund policy

Eligibility for Returns

Due to the nature of the Memory Momento, used or activated products cannot be returned unless they are defective. If the product has been used or activated (bound to a Core Memory), it is only eligible for a return if it is defective.

To be eligible for a return, your Memory Momento must be shipped back to our warehouse (with a tracking number) in the same condition that you received it: unused, in its original packaging, and with proof of purchase.

Items returned to an intermediary shipping facility are not eligible for a refund. Only items sent back directly to one of our warehouses will be accepted.

Defective Products

If your Memory Momento is defective, please contact us immediately. We will evaluate the issue and, if confirmed, provide you with a replacement or full refund.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can make it right.

Return Shipping Costs

Customers are responsible for return shipping fees. Shipping costs are not refundable.

How to Start a Return

To start a return, contact us at memoryhq@bycapsule.co. If your return is accepted, we’ll send you a return address and instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

Non-Returnable Items

Used or activated Memory Momentos are not eligible for returns, except in cases of defects. Unfortunately, we also cannot accept returns on sale items or gift cards.

Refunds

Once we’ve received and inspected your return, we will notify you if the refund is approved. If approved, you’ll be automatically refunded on your original payment method. Please note that it can take some time for your bank or credit card company to process and post the refund.