Returns, replacements and refunds

TOP GUIDE S.R.L., tax ID CIF 54815518, trade register no. J2026036188000, Str. Calea Roșiori nr. 104, Sat Văcărești, Comuna Drăgănești de Vede, jud. Teleorman, 147132, România · support@lifemory.eu · 0779 243 541 (Monday–Friday, 09:00–18:00 Romanian time).

The QR code plaque and our other physical products are made specifically for you: each one carries a unique QR code linked to your loved one’s memorial page and cannot be used by anyone else. Every physical product we sell is personalised in this way.

For this reason, under Article 16(c) of Directive 2011/83/EU (Article 16(c) of Romanian Government Emergency Ordinance No. 34/2014), the 14-day right of withdrawal does not apply to these products. We tell you this before you place your order. This exclusion does not affect your rights if a product is faulty, damaged or not as ordered (section 4).

The memorial page is a digital service. We activate it immediately after payment only if, at checkout, you expressly requested that the service start immediately and acknowledged that you thereby lose your right of withdrawal (Article 16(a) and (m) of Directive 2011/83/EU). You receive confirmation of this consent by email together with your order confirmation.

Without this express consent, you may withdraw from the contract for the digital service within 14 days of its conclusion by emailing support@lifemory.eu.

All physical products are covered by the 2-year legal guarantee of conformity from delivery (Directive (EU) 2019/771; Romanian Government Emergency Ordinance No. 140/2021), and the digital memorial page by the legal guarantee for digital content and services (Directive (EU) 2019/770; Ordinance No. 141/2021). These rights cannot be restricted and apply in addition to our 25-year commercial warranty.

If your product is faulty, was damaged in transit or does not match your order:

1. Email support@lifemory.eu with your order number and a photo of the problem.
2. We reply within 2 business days at the latest.
3. We remake the product and send it to you free of charge. If that is not possible, we refund the full amount paid.
4. You do not need to send the product back unless we ask you to; if we do, we pay the return shipping.

Refunds are made to the card used for payment, via Stripe, within 14 days of your claim being approved. When the money appears in your account depends on your card issuer.

The QR code links to the memorial page, which you can edit at any time from your account. Mistakes in names, dates, texts or photos can therefore be corrected free of charge, directly from your account, without remaking the plaque.

If you are not satisfied with our response, you can contact:

• the Romanian National Authority for Consumer Protection (ANPC), including its Alternative Dispute Resolution (SAL) procedure;
• if you live in another EU country, Iceland or Norway: the European Consumer Centre in your country (ECC-Net).