MemoVance Pro Refund Policy

This page describes refunds for orders placed through the seller's checkout reached from this website. Thememovancepro is the U.S. stocking partner for MemoVance Pro; it does not process payments, hold card details or issue credits, and it cannot start a refund on anybody's behalf.

What it can do is publish the sequence accurately, keep it current, and say which desk answers which question. That is the whole of this desk's role in a refund and stating it at the top saves a wasted email.

Orders placed anywhere else are outside this policy. A marketplace purchase carries that marketplace's terms, and a bottle bought from a third party carries that seller's.

Six steps rather than five, because the one most people skip happens before the telephone call.

The destination is the address the order desk gives for your specific order, confirmed in an email you can point at later. That sentence is the whole of the advice, and it exists because more than one address is associated with this product.

The paperwork on this side returns to 195 Broadway, Floor 5, New York, NY 10007, USA. That is the returns address published for this desk, and it is separate from the office address, which is 1515 Broadway, Floor 11, New York, NY 10036, USA. The bottle itself prints a distributor at Memovance Pro, PO Box 12730, Ogden, UT 84404, which is a different organisation again.

None of those is necessarily wrong. A fulfilment house, a corporate office and a distributor are three real things and they are rarely in the same building. What matters is that only the desk holding your order record knows which of them is expecting your parcel.

So the instruction is procedural rather than geographic: do not post anything to an address read off a website, including this one. Ring, ask, and get it in writing.

Both published figures are the seller's. Neither desk can hurry a card issuer.

Two published timings for the same process is not unusual in this trade, and it is worth reading them as what they are: an operational estimate and a contractual limit. They are not in conflict so much as answering different questions.

The practical version is simple. Plan on the longer figure, count from the day the parcel is signed for rather than the day it is posted, and treat anything faster as good news.

Chase at the point where the longer figure has passed, not before, and chase with the tracking reference and the order ID together. A refund query without both is a conversation about finding the order rather than about the money.

• The confirmation email, because it carries the order ID and the date of purchase, and the date of purchase is what the window counts from.
• The written return authorisation and the destination address, in the email they arrived in rather than copied into a note.
• The postage receipt with the tracking reference on it, kept until the credit appears on the statement rather than until the parcel is delivered.
• A photograph of the box before it is sealed, showing the bottles and the slip with your details inside it. Thirty seconds, and it settles most disputes about what was sent.
• The name of whoever you spoke to and the date of the call. Not essential, and useful exactly once in the case where it is needed.

• Return postage. It is the buyer's, and it is not added to the credit.
• The original carriage on the two-bottle pack, which is the only pack that pays any.
• Orders placed more than 180 days before the request, counted from the date of purchase.
• Bottles bought from a marketplace, a reseller or any channel other than the seller's own checkout.
• Anything about the formula. A refund settles a transaction, and it says nothing about what is in the capsule either way.

Refund processes rarely fail at the refund. They fail earlier, and in this one there are two specific places.

The first is the unmarked box. A carton arriving at a fulfilment address with no name, no email and no order ID inside it cannot be matched to anything, and it sits in a bay until somebody has time to work it out. The slip inside the box is the single cheapest insurance in the whole sequence.

The second is the destination. More than one address is connected with this product and a parcel sent to the wrong one is not refused; it is forwarded, slowly, and the clock the buyer is watching is not the clock that is running.

Neither of those is the seller being difficult. Both are what happens when a parcel arrives somewhere without the information needed to act on it, and both are entirely within the buyer's control if the second step of the sequence above is done properly.