Refund policy

Mementos By Nyx - Bespoke Goods Refund Policy

This policy outlines our refund and return procedures for bespoke goods, which are items specially made or customized for you. 

Bespoke goods are generally exempt from the standard 14-day cooling-off period, meaning you do not have the automatic right to cancel your order after it has been placed and before the goods are delivered.

We may, at our discretion, offer a cancellation or refund for bespoke goods in specific circumstances, such as if we are unable to fulfill the order due to unforeseen circumstances or if the goods are materially different from what was agreed upon via written communication channels e.g. Email.

If you wish to cancel your order or request a refund for a bespoke good, please contact us as soon as possible, and in any event, within 14 days of placing your order.

If we agree to cancel your order or issue a refund, we may deduct any costs incurred up to that point, including but not limited to, materials, labor, and design fees. 

  • Defective Goods:
    If your bespoke good is defective or damaged, please contact us within 14 days of receiving it. We will assess the issue and determine the appropriate course of action, which may include repair, replacement, or a refund.
  • Non-Defective Goods:
    For non-defective bespoke goods, we do not typically offer returns or refunds. However, we may consider exceptions on a case-by-case basis, such as if the goods are materially different from what was agreed upon.
  • Return Shipping:
    If we agree to accept a return, we will provide instructions on how to return the goods and cover the cost of return shipping.
  • Refund Method:
    Refunds will be processed using the original payment method, and may take up to 3-5 business days to appear in your account. 

For any questions or concerns regarding our bespoke goods refund policy, please contact us at bynyxdesigns@outlook.com.
Please note: This shop will only ever contact you via the bynyxdesigns@outlook.com email to discuss orders and only orders placed at www.mementosbynyx.com checkout are legitimate.