Refund policy

Last updated: August 27, 2026

1. Scope of this policy

This policy describes the conditions under which Memory Chest Co. accepts cancellations, returns, exchanges and refunds. It applies to orders placed through our online store and supplements our Terms and Conditions.

For orders delivered in Switzerland, the 14-day return right described below is granted voluntarily by Memory Chest Co.

For orders delivered to Liechtenstein or a country of the European Union, this policy applies without limiting any mandatory consumer rights, including the statutory right of withdrawal where applicable.

This policy does not limit the customer's rights where a product is defective, damaged, incomplete, non-conforming or sent in error.

2. Return or withdrawal period

Memory Chest Co. grants the customer 14 calendar days to notify us of their decision to return a product without having to provide a reason.

For products, this period begins on the day after the product is received. Where a single order includes several products delivered separately, the period begins on the day after receipt of the last product concerned.

To meet this deadline, the customer must communicate their decision to us before it expires:

by email to info@memorychestco.com; or
through the withdrawal function offered on the store, where available.

The request must clearly identify the customer and the order concerned. The customer may indicate the reason for the return to facilitate processing, but is not required to do so when exercising a return right without justification.

After communicating their decision, the customer must return the product within the following 14 calendar days.

3. Conditions applicable to returned products

The product must:

have been purchased directly from the Memory Chest Co. store;
be returned complete, with the accessories, holders, cables and instructions that accompanied it;
be accompanied by information allowing the order to be identified;
have only been handled to the extent necessary to establish its nature, characteristics and proper functioning.

The customer may examine the product as they reasonably could in a store. Use beyond what is necessary may result in a proportionate reduction of the refund corresponding to the actual loss in value.

The original packaging should be kept and returned where reasonably possible. Its absence alone is not sufficient to exclude a return. The product must nevertheless be packaged appropriately to avoid damage during transport.

4. Exceptions to the return right for change of mind

Subject to any mandatory provisions that apply, the return right for change of mind may in particular be excluded for:

products made to the customer's specifications or clearly personalized;
sealed products that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery;
sealed audio or video recordings and sealed computer software where the seal has been removed;
digital content where performance has begun with the customer's prior consent and acknowledgement that the right of withdrawal is lost;
other products or services for which applicable law expressly provides an exception.

These exceptions do not deprive the customer of their rights where a product is defective, damaged, incomplete, non-conforming or sent in error.

5. Return procedure

Email info@memorychestco.com and provide your order number and the product concerned.
In the event of damage, a defect, an incomplete product or a delivery error, please include, where possible, photographs of the product, parcel, shipping label and packaging.
We will provide return instructions and the address to use.
Pack the product carefully, ship it in accordance with the instructions received and retain proof of shipment.

Compliance with the return deadline does not depend on our response: the request is validly communicated once the customer sends us, within the applicable time limit, a clear statement expressing their decision to return the product or withdraw from the contract.

Do not send any parcel to the address shown on the original packaging or to our administrative address without first receiving our instructions. These addresses may not be authorized to receive returns. Sending a parcel to the wrong location may delay processing.

6. Return shipping costs

For a return due solely to a change of mind, the customer purchases the return shipping label and bears the direct cost of the return, to the extent permitted by applicable law. No additional restocking fee is charged.

Tracked shipping and suitable packaging are recommended. The customer must retain proof of shipment until the return has been fully processed.

If the return results from a product that is defective, damaged on arrival, incomplete, non-conforming or sent in error, Memory Chest Co. will cover reasonable return shipping costs in accordance with the instructions provided.

Costs incurred without prior approval may only be reimbursed to the extent that they were necessary, reasonable and supported by evidence.

7. Inspection of the returned product

After receiving the product, we inspect it and inform the customer of how the return will be handled.

A reduction in value resulting from handling or use beyond what was necessary to establish the nature, characteristics and proper functioning of the product may be deducted from the refund in proportion to the actual loss in value.

No reduction will be applied solely because the packaging was opened where opening was necessary for a reasonable examination of the product.

8. Refunds

Where the return or withdrawal is eligible, the refund is made using the payment method used for the order, unless otherwise expressly agreed with the customer.

The refund is initiated within a maximum of 14 calendar days from the date on which we are informed of the customer's decision. We may, however, defer the refund until the product has been recovered or until proof of shipment is received, whichever occurs first.

The time required for the amount to appear in the customer's account then depends on the payment provider or financial institution.

For an order delivered in Switzerland and returned due solely to a change of mind, the price actually paid for the product is refunded. The original shipping charges are not refunded unless otherwise stated or required by mandatory law.

For an order subject to the statutory right of withdrawal in Liechtenstein or the European Union, we will also refund the cost corresponding to the least expensive standard delivery method offered at the time of purchase. Any additional costs resulting from the customer's choice of a more expensive delivery method are not refunded.

Where a full refund results from an error on our part, transport damage or a defect justifying termination of the sale, the original shipping charges and reasonable return shipping costs are also refunded.

9. Exchanges and replacements

We do not offer a standard direct exchange for a simple change of mind. The customer may return an eligible product for a refund and then place a new order.

Where a product is defective, damaged, incomplete, non-conforming or sent in error, a repair or replacement may be offered depending on the nature of the issue, product availability and applicable law.

10. Damaged, incomplete, incorrect or defective products

The customer is encouraged to inspect the parcel and product upon receipt and to notify us as soon as reasonably possible of any damage, missing item, delivery error or defect.

The customer should keep the product, its accessories and, where possible, the packaging until receiving our instructions.

The request must be sent to info@memorychestco.com with the order number and, where useful, photographs that help us understand the issue.

Depending on the circumstances and applicable law, the remedy may include repair, replacement, a price reduction or a refund.

11. Warranty for defects

Claims relating to defects may be made independently of the 14-day return period.

For new products sold to consumers, statutory rights relating to defects and conformity remain applicable. In Switzerland, the limitation period for warranty claims for defects is generally two years from delivery. For consumers in Liechtenstein and the European Union, the mandatory statutory warranties of the country of delivery remain fully reserved.

The customer must allow the seller to inspect the product and follow reasonable return instructions before a final remedy is implemented.

Damage resulting in particular from an accident, use contrary to instructions, unauthorized modification, improper storage or normal wear and tear does not constitute a defect attributable to the seller.

Any applicable mandatory provisions remain reserved.

12. Cancellation before shipment

The customer may request cancellation without charge as long as the item has not been processed for shipment. The request must be sent as soon as possible to info@memorychestco.com with the order number.

Where cancellation is possible, it will be confirmed by email and any amounts already charged will be refunded to the original payment method.

If the item has already been processed or shipped, we cannot guarantee that delivery can be stopped. The customer may then return the product in accordance with this policy.

This operational limitation does not deprive consumers in Liechtenstein or the European Union of their statutory right of withdrawal where applicable. The decision to withdraw may be communicated even before the product is received, but if the product has already been shipped it must be returned in accordance with the instructions provided.

13. Incorrect address, unclaimed or refused parcel

If a parcel is returned because of an incomplete or incorrect address provided by the customer, failure to collect the parcel, or refusal without a legitimate reason, the additional costs actually incurred may be deducted from the refund or charged to the customer, to the extent permitted by applicable law.

This provision does not apply where refusal of the parcel is justified by a delivery error, obvious damage or another breach attributable to the seller.