Refund Policy

1. Introduction

Memorium provides a digital memorial platform that includes a physical QR plaque, delivered to the address provided at the time of purchase. All purchases made through Memorium.it constitute a single, one-time transaction. By completing a purchase, you acknowledge and accept the terms of this Refund Policy in full.

2. No-Refund Policy

All sales on Memorium.it are final. Once payment has been successfully processed and confirmed, no refund will be issued, except as expressly provided under Section 5 of this Policy. The following conditions form the basis of this policy:

• The digital memorial page is made available to you immediately upon payment confirmation.
• The physical QR plaque enters the manufacturing process immediately after payment is confirmed.
• Each order is personalised and produced exclusively for the individual customer.

3. Physical QR Plaque & Delivery

Upon successful payment, Memorium will initiate the manufacturing and dispatch of your personalised QR plaque to the delivery address provided at the time of order. Memorium does not accept responsibility for delays caused by third-party courier services or for delivery failures resulting from an incorrect or incomplete address supplied by the customer.

Estimated delivery time: 7–14 business days from the date of payment confirmation.

Please ensure that the delivery address provided during checkout is accurate and complete. Memorium cannot be held liable for failed or misdirected deliveries resulting from incorrect address information.

4. EU Consumer Rights & Right of Withdrawal

Pursuant to the European Union Consumer Rights Directive (2011/83/EU) and its Italian transposition (D.Lgs. 21/2014), consumers resident in the European Union ordinarily benefit from a 14-day right of withdrawal from distance contracts. However, this right does not apply to the following categories of goods and services supplied by Memorium:

• Digital content not supplied on a tangible medium, where the consumer has expressly consented to the commencement of performance before the expiry of the withdrawal period and has acknowledged the consequent loss of the right of withdrawal (Art. 16(m) of Directive 2011/83/EU).
• Goods made to the consumer's specifications or clearly personalised — specifically the physical QR plaque, which is manufactured exclusively for the individual customer (Art. 16(c) of Directive 2011/83/EU).

By completing a purchase on Memorium.it, you expressly consent to the immediate commencement of the digital service and acknowledge that the right of withdrawal is forfeited upon payment confirmation.

5. Exceptional Circumstances

Memorium will consider requests for resolution exclusively in the following exceptional circumstances:

• A confirmed manufacturing defect in the physical QR plaque, evidenced by photographic documentation submitted within 7 days of delivery.
• A verified error attributable solely to Memorium resulting in delivery to an address that differs from the address provided by the customer at checkout.
• A technical fault on Memorium's platform that permanently prevents access to the digital memorial page, which Memorium is unable to resolve within a reasonable period.

In such cases, Memorium may, at its sole discretion, offer a replacement product, a service credit, or — where no alternative remedy is feasible — a partial or full refund. All requests must be submitted in writing to info@memorium.it within 30 days of the original order date, including the order number and supporting documentation.

6. Personal Data & Order Records

In accordance with Regulation (EU) 2016/679 (GDPR) and applicable Italian law, Memorium retains order and financial records for a period of ten (10) years as required by Italian accounting legislation (D.P.R. 633/1972; Art. 2220 Codice Civile). Upon account deletion, all personal data associated with an order is anonymised — all identifying information is permanently removed — while the anonymised financial record is retained solely to fulfil the applicable legal obligation. For further information, please refer to our Privacy Policy.

7. Contact Us

For enquiries relating to this Refund Policy or to report an exceptional circumstance as described in Section 5, please contact our customer support team: