Return & Refund Policy

Last updated: September 5, 2026

MemoFigura products are custom-made from customer photos and instructions. Because each item is made specifically for the customer, returns and refunds are limited as described below. Nothing in this policy limits rights that cannot legally be excluded.

1. Custom-made products

Once custom production has begun, we generally do not accept returns or refunds for a change of mind, an unsuitable or unclear photo, inaccurate customer instructions, approval of the design, minor artistic differences, or no longer wanting the item.

The final figurine may have small differences in facial details, pose, color, texture, scale, and packaging. These ordinary variations are part of a handmade custom product and are not automatically considered defects.

2. Quality issues and incorrect orders

If your product arrives with a material manufacturing defect, is materially damaged in transit, is incorrect, or is materially different from the order, contact us within 7 calendar days after delivery at support @memofigura.com.

Please include your order number, delivery date, a description of the issue, and clear photos of the product and packaging. We may ask for additional information to assess the issue.

After review, MemoFigura may offer a replacement, repair, partial refund, or full refund when a replacement or repair is not reasonably possible.

3. How to request a return

We accept return of products. Customers have the right to apply for a return within 14 days after the receipt of the product.
Do not send an item back before receiving written return instructions. Your request must include your order number, the reason for the request, delivery date, and clear photos where relevant. If a return is approved, send the item to:

Hong Kong yislove Co., Limited
RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST, MONG KOK,
KOWLOON, HONG KONG

Use a trackable shipping service and keep proof of shipment. We are not responsible for items sent without prior approval or without tracking.

4. Return shipping fees

If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee is based on the express company you choose.

If the return is due to our reasons, including goods received damaged or an incorrect item, the consumer is not required to bear the shipping fee for this reason.

5. Cancellations before production

You may request to cancel your order within 24 hours of placing it. Cancellation is possible if the request is submitted before the order has shipped and within the website's specified cancellation window (currently 24 hours after the order is placed). Once the design, production, or fulfillment process has begun, cancellation may no longer be possible, as the items are custom-made for you. Please contact us immediately if you wish to request a cancellation.
Most orders are processed within 1-3 business days before shipment.
The actual time required for the funds to be credited depends on the consumer's card-issuing bank.

6. Refund timing

When a refund is approved, it will generally be returned to the original payment method within 5–10 business days after approval. The time for the funds to appear may also depend on the payment provider or financial institution.

7. Contact

To request help with a quality issue, damage, incorrect item, cancellation, return, or refund, please contact support @memofigura.com and include your order number and supporting photos.