Refund & Return Policy

Last Updated: January 31, 2026

At Found Memory Artifacts, we create custom keepsakes with meticulous attention to detail and the highest quality standards. Because each item is personalized specifically for you, we have specific policies regarding returns and refunds to ensure fairness for all our customers.

Custom Personalized Products

Because our products are custom-made with your personalization:

• All sales are final once production begins
• Personalized items cannot be returned for a refund simply due to a change of mind
• You are responsible for carefully reviewing your personalization before completing your order
• We cannot accept returns based on spelling errors, grammatical mistakes, or formatting choices you provided

Order Cancellations

We understand that circumstances change. Here’s our cancellation policy:

• Before Production Begins: Orders may be canceled for a full refund up until production begins (typically within 24 or less hours of order placement)
• After Production Begins: Orders cannot be canceled once production has started, as materials have been committed and work has begun on your custom piece
• How to Cancel: Contact us immediately at kcmib@bottlemeamessage.com with your order number
• Refund Processing: Approved cancellations will be refunded to the original payment method within 5-7 business days

Our Quality Guarantee

We take pride in our craftsmanship and stand behind every piece we create. If there is a problem with your order, we will make it right:

Defective or Damaged Products

If your keepsake arrives damaged or defective:

• Contact us within 7 days of delivery
• Provide photos of the damage or defect
• We will send a replacement at no charge, including shipping
• You do not need to return the damaged item unless we specifically request it

Our Production Errors

If we make a mistake in your personalization or the product is not as specified:

• We will remake your artifact correctly at no charge
• Rush production will be applied to correct our error quickly
• We will cover all shipping costs for the replacement
• Contact us within 7 days of delivery to report our error

Non-Personalized Products

For any items that are not personalized (if applicable):

• May be returned within 30 days of delivery
• Must be unused and in original condition with all packaging
• Customer is responsible for return shipping costs
• Refund will be issued minus a 15% restocking fee
• Original shipping charges are non-refundable

How to Request a Return or Replacement

If you need to request a return or replacement:

1. Contact us promptly: Email kcmib@bottlemeamessage.com with your order number
2. Provide details: Describe the issue and attach clear photos
3. Wait for authorization: Do not return items without prior authorization
4. Follow instructions: We’ll provide specific instructions for your situation
5. Allow processing time: Replacements typically ship within 5-7 business days after approval

Refund Processing

When a refund is approved:

• Refunds are issued to the original payment method
• Processing takes 5-7 business days from approval
• Additional time may be required for your bank or credit card company to process the refund
• You will receive email confirmation when the refund is processed

Shipping and Delivery Issues

Lost Packages

• If your package is marked as delivered but you didn’t receive it, contact us within 48 hours
• We will work with the carrier to locate your package
• If the package cannot be located, we will send a replacement at no charge

Damaged in Shipping

• If the outer packaging shows damage, inspect the contents immediately
• Take photos of both the damaged packaging and the product
• Contact us within 48 hours with photos
• We will do our best to see what we can do, as once the US Postal Service or Fedex takes possession it is out of our hands.

Incorrect Address

• You are responsible for providing an accurate shipping address
• If an order is returned to us due to an incorrect address, we will contact you
• Reshipment will require payment of shipping costs
• If the product is lost due to an incorrect address, a replacement may require full payment

Exchanges

Due to the custom nature of our products:

• We do not offer exchanges on personalized items
• If you want a different product or personalization, you must place a new order
• Non-personalized items may be exchanged following the return policy above

Exceptions and Special Circumstances

We understand that exceptional circumstances sometimes occur:

• If you have a unique situation, please contact us to discuss
• We will work with you in good faith to find a fair resolution
• Final decisions on exceptions rest with Found Memory Artifacts management

International Orders

For customers outside the United States:

• Returns are subject to the same policies but may involve additional considerations
• Return shipping costs are the customer’s responsibility
• Customs fees and duties are non-refundable
• Replacement shipments may incur new customs charges

Contact Us

For any questions about returns, refunds, or replacements:

Found Memory Artifacts
Returns Department
Email: kcmib@bottlemeamessage.com
Business Hours: Monday-Friday, 9:00 AM – 5:00 PM Pacific Standard Time
We typically respond to inquiries within 24 hours on business days.

Our Commitment

Since 1998, Found Memory Artifacts has been dedicated to creating keepsakes of the highest quality. We stand behind every piece we create, and customer satisfaction is our top priority. While our custom nature means we cannot accept returns for changes of mind, we are absolutely committed to making things right if there is any issue with the quality or accuracy of your keepsake. Your memories are precious, and we treat them that way.