Refund
Policy

We created Memorivae to help couples preserve their most precious memories — and we stand behind the quality of what we've made. If our product doesn't meet your expectations, we want to make it right.

Because our product is digital, refund considerations work a little differently than with physical goods. This policy explains exactly what you can expect, with full transparency and no fine print.

Memorivae is a digital product — a downloadable PDF file that you receive immediately upon purchase. Because digital goods can be copied and retained after delivery, all refunds are evaluated on a case-by-case basis.

Upon completing your purchase, you will receive:

• An order confirmation email from Shopify
• A download link for your digital book, delivered immediately
• Lifetime access to the file — no expiration, no subscription

Once the file has been downloaded, we are unable to verify its return in the same way a physical item can be shipped back. This is the nature of digital products, and we appreciate your understanding.

We review every refund request personally and fairly. Here are the situations where a refund will typically be granted:

• You were unable to download the file — if technical issues on our end prevented you from accessing your purchase and we cannot resolve the problem
• The file is corrupted or defective — if the download is incomplete, damaged, or significantly different from what was described on our product page
• Accidental duplicate purchase — if you were charged twice for the same product due to a system error
• Product not as described — if the content of the book materially differs from what was presented in our product listing

Refund requests are assessed within 30 days of your original purchase date. Requests made beyond this window may not be eligible.

We've kept the process as simple as possible. To request a refund:

• Send us an email at hello@memorivae.com with the subject line "Refund Request"
• Include your order number — this can be found in your confirmation email from Shopify
• Tell us what happened — a brief explanation of why you're requesting a refund helps us process it quickly and improve our product
• Attach any relevant screenshots — if you experienced a technical issue, a screenshot helps us understand and resolve it faster

That's it. There are no forms to fill out, no phone queues to navigate, and no runaround. A real person will review your request and respond within 48 hours.

Once your refund is approved, here's how the process works:

• Approval — we will confirm your refund eligibility via email within 48 hours of receiving your request
• Refund issued — the refund is processed through the original payment method (Shopify Payments, Stripe, or PayPal) within 5–10 business days
• Credit card appearance — depending on your bank or card issuer, the refund may take an additional 5–10 business days to appear on your statement

If more than 15 business days have passed since we confirmed your refund and you haven't received it, please contact us at hello@memorivae.com and we will follow up with the payment processor on your behalf.

While we want to be fair and generous, there are a few situations where a refund may not be possible:

• Change of mind after downloading — because the product is digital and cannot be "returned" once accessed, a simple change of mind after downloading the file is generally not grounds for a refund
• Incompatible software or device — our product is a standard PDF file that works on virtually any device. If you are unsure about compatibility, please contact us before purchasing
• Requests beyond 30 days — refund requests made more than 30 days after purchase may be declined, except in cases of duplicate charges or technical failures
• Product content expectations — while we describe our product thoroughly on the product page, subjective expectations about content depth or style are not refundable grounds

Even in these cases, we encourage you to reach out. We would rather have a conversation and find a solution than leave you unsatisfied.

If you've downloaded the file and something isn't working — pages are missing, the file won't open, the formatting is broken, or the content appears corrupted — we want to fix it immediately.

In these cases, we will first attempt to replace the file with a corrected version at no additional cost. If we are unable to provide a working replacement, a full refund will be issued.

• Contact us at hello@memorivae.com with your order number and a description of the issue
• If possible, include a screenshot of the defect — this helps us diagnose and fix the problem for you and for others
• We will send a corrected file within 24 hours, or issue a full refund if the issue cannot be resolved

We may update this Refund Policy from time to time as our product evolves or as required by applicable law. When we make changes, we will update the "Last updated" date at the top of this page.

If we make material changes that affect your rights as a customer, we will notify you by email (if you have purchased from us) or by placing a prominent notice on our website before the change takes effect.

Any refund request submitted before a policy change takes effect will be handled under the terms that were in place at the time of your original purchase.

We encourage you to review this page periodically to stay informed about your rights.