Refund policy

Important Notice

Due to the personalized nature of our customized products, where all details are determined and provided by the customer, these items are not standard mass-produced goods. As such, we offer refunds or exchanges under specific circumstances to ensure fairness and quality for our customers.

Circumstances for Refunds or Exchanges

We provide refunds or exchanges in the following cases:

  • Damage or loss during shipping

  • Inherent defects or quality issues with the product

  • Incorrect shipment or omission of items

  • Discrepancy between the product and the website description (e.g., material, specifications, color)

  • Inconsistency between the product and the information provided by the customer for customization

Return Process

We offer a 30-day return policy, meaning you have 30 days from the date of receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as received—unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To initiate a return, please contact us at support@lamem.ca. If your return is approved, we will provide a return shipping label and instructions on how and where to send your package. Please note that returns sent without prior approval will not be accepted. 

Damages and Issues

Please inspect your order upon receipt and contact us immediately at support@lamem.ca if the item is defective, damaged, or incorrect. We will promptly evaluate the issue and take appropriate steps to resolve it.

Exceptions / Non-Returnable Items

We are unable to offer refunds or exchanges on sale items or gift cards, except in cases where the above circumstances apply.

European Union 14-Day Cooling-Off Period

Under the European Union Consumer Rights Directive, customized products made to a customer’s specifications are generally exempt from the 14-day cooling-off period. However, if your situation falls under the exceptional circumstances listed above, we are happy to assist with return or exchange services.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@lamem.ca.