Refund policy
30-Day "It Plays Perfectly" Guarantee
We stand behind every Memory Sphere. If yours arrives damaged, is defective, or doesn't play your videos, contact us within 30 days of delivery and we'll send a replacement or give you a full refund, whichever you prefer, at no cost to you.
Changed your mind?
You can also return an unused Memory Sphere in its original packaging within 30 days of delivery for a full refund of the item price.
How to start a return
- Email us at northrestdawn@gmail.com with your order number and a short note on why you're returning it. For damaged or faulty items, please include a photo or short video of the issue.
- We'll reply within 1–2 business days with return instructions and a prepaid return shipping label.
- Pack the Memory Sphere with its cable and lanyard and send it back using the label we provide.
Please don't send items back without contacting us first. Returns sent without return instructions may not be received or processed.
Refunds
Once your return is received and checked, we'll email you to confirm and issue a refund to your original payment method. Refunds usually appear within 5–10 business days, depending on your bank or card provider.
If you bought a bundle, each returned unit is refunded at the per-unit price you actually paid in that bundle.
Exchanges
Want a different colour? Email us within 30 days of delivery and we'll help you exchange it.
Late or missing refunds
If you haven't received a refund 10 business days after we confirmed it, first check with your bank or card provider, as processing times vary. If you still need help, contact us at northrestdawn@gmail.com.
This policy is in addition to any rights you have under the consumer protection laws of your province or territory.