Refunds & Cancellations

All sales are final

Once your tag is dispatched, we do not offer refunds, exchanges or returns for a change of mind, for a design you decide you dislike, or for any other reason of preference. Please review the designs and the FAQ carefully before ordering.

Cancelling before dispatch

Free, no reason needed. Write to support@solomemorytag.com with your order number any time before your parcel is handed to the courier and we cancel it and refund the full amount. Since orders are dispatched within 3 working days, the sooner you tell us the better. Once an order has been handed to the courier it can no longer be cancelled.

Damaged or faulty on arrival

The one exception to “all sales are final”: if your tag arrives physically damaged, or the NFC chip and the printed code both fail to work, tell us within 7 days of delivery with a photograph of the problem and your order number. We replace it at our cost.

This is a replacement, not a refund. We do not refund a faulty order — we send a working one.

What is not covered

• Change of mind, or a design you no longer want.
• Damage that happens after delivery, including drops, water and normal wear.
• A lost tag. Lock it from your panel the moment it goes missing — your archive is not lost, it lives in your account rather than on the tag, and a new tag can be purchased and linked back to your existing photographs.

Every tag is encoded and dispatched with its own printed ID and password, which means a returned tag cannot be issued to anyone else — that is why a working tag cannot be taken back once it has shipped.

Failed payments

If a payment fails but money left your account, it was never captured by us and your bank releases it automatically, typically within 5 to 7 working days. If it has not come back after that, write to support@solomemorytag.com with the date and amount and we will chase it with the gateway on your behalf. This is not a refund — the payment was never successfully taken.

How to report a fault

Email support@solomemorytag.com with your order number, a sentence about what went wrong, and a photograph. We reply within 2 working days and tell you exactly what happens next. You can also reach us on WhatsApp.