Product support
Returns, faults & reprints
Personalised products are different from ordinary returns, but your rights when something is wrong remain protected.
Last updated 18 August 2026Please report a damaged, faulty or incorrect case within 7 days where possible so evidence is fresh. This request does not replace or shorten your statutory rights.
Change-of-mind returns
Memojee cases are made to your specification and clearly personalised. The usual 14-day distance-selling cancellation right does not apply to this type of product, and Memojee does not accept change-of-mind returns or cancellations.
Your faulty-goods rights
Cases must be as described, of satisfactory quality and fit for their normal purpose. If a case is faulty, damaged, incorrect or materially not as described, personalised status does not remove your legal remedies.
First 30 days
Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days of delivery for a refund. You can instead request an appropriate repair or replacement.
After 30 days
If a fault appears after the initial 30 days, UK law may entitle you to a repair or replacement. If that remedy is impossible, unsuccessful, unreasonably delayed or causes significant inconvenience, a price reduction or final right to reject may apply. Faults appearing within six months are generally treated as having been present at delivery unless shown otherwise or that would be inconsistent with the type of fault.
How to report a problem
Email support@memojee.co.uk with your order number, the email used at checkout, a description of the problem, and clear photos of the case, packaging and shipping label. Never send card details or passwords.
Start a support requestKeep the item and packaging
Do not discard or return the case until support provides instructions. We may need more photos or ask for the item to be returned. Where the goods do not conform to the contract, Memojee will cover reasonable return costs required by law.
Reprint, replacement or refund
The appropriate remedy depends on the issue, timing and applicable law. A confirmed production or fulfilment error may be resolved with a reprint, replacement, refund or price reduction. Approved refunds are returned through the original payment route where possible.
Customer selection and approved proof
A case made exactly for the phone model, case type, spelling and artwork approved at checkout is not faulty merely because the customer later prefers another option. This does not apply if Memojee supplied something different from the order or the product is otherwise faulty.
Normal print variation
Small screen-to-print colour differences and minor placement changes around curved edges can be normal. Support will distinguish normal production tolerances from a clear print defect, damage or an incorrect product.