Return and Refund Policy

 

Last Updated: 3rd November 2025

This Return and Refund Policy applies to all purchases made through the Memory in Sound online store, operated by Brocode Group Lda (NIPC /PT516430106), TERINOV – Parque de Ciência e Tecnologia da Ilha Terceira, 9700-702 Terra Chã, Angra do Heroísmo, Azores, Portugal (“we”, “us”, “our”).

 

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1. Personalized and Made-to-Order Products

 

Each Memory in Sound product is individually created based on the exact files, images, and text you upload.

Because these items are custom-made to your specifications, they cannot be returned, exchanged, or refunded once production has started.

This includes, but is not limited to:

 

• Uploading incorrect or low-quality files.

• Spelling mistakes or design choices entered by you.

• Dissatisfaction with artistic interpretation, color tone, size, or layout.

• Change of mind after order confirmation.

 

By placing an order, you acknowledge that you understand and accept this policy.

 

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2. Order Cancellations

 

Orders may be cancelled only before production begins.

Once your product enters the design or printing stage, cancellation is no longer possible.

If you wish to request cancellation, please email info@memoryinsound.com immediately after placing your order — we’ll confirm if the process can be halted.

 

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3. Damaged or Defective Items

 

We take great care to ensure your product arrives in perfect condition.

If your order arrives damaged, defective, or incorrect due to our error, please contact us within 7 days of delivery at info@memoryinsound.com with:

 

• Your order number

• Clear photos of the product and packaging

• A brief description of the issue

 

We may, at our discretion, offer one of the following remedies:

 

• A replacement of the same item at no additional cost;

• A store credit for the amount paid; or

• A partial refund if replacement is not possible.

 

Returned or replaced items may require verification before approval.

 

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4. Shipping Damage or Loss

 

If your order is lost or damaged in transit, please notify us promptly.

We will work with the carrier to investigate and may issue a replacement after confirmation.

Please note that once a package is handed to the carrier, title and risk of loss transfer to the customer, and shipping delays are outside our control.

 

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5. Exceptions

 

Refunds or replacements will not be granted for:

 

• Files or uploads that violate copyright, privacy, or decency laws;

• Issues caused by customer negligence, misuse, or incorrect handling;

• Slight color variations between your screen and printed output (industry standard tolerance applies);

• Delays caused by customs, weather, or shipping carriers.

 

 

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6. How to Contact Us

 

To request support or report a damaged item, please contact:

Memory in Sound

Operated by Brocode Group Lda

Email: info@memoryinsound.com

Address: TERINOV – Parque de Ciência e Tecnologia da Ilha Terceira, 9700-702 Terra Chã, Angra do Heroísmo, Azores, Portugal

VAT: PT516430106

Please include your order number and relevant photos to help us process your claim efficiently.

 

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7. EU Consumer Rights Disclosure

 

Under EU law, consumers normally have a 14-day right of withdrawal for distance purchases.

However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalized (Directive 2011/83/EU Article 16(c)).

As our products are personalized and created specifically for you, the statutory withdrawal right is waived once production begins.

 

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8. Policy Changes

 

We may update this Return and Refund Policy from time to time.

The version published on our website at the time of your purchase shall apply to that transaction.