Last Updated: 3rd December 2025
1. Introduction
These terms and conditions (the “Terms”) set out the legal terms that apply to your purchase of products from Memento Lab (“we”, “us”, or “our”).
We are Ashley Gordon trading as Memento Lab, a Sole Trader established in England and Wales. Contact Email: [email protected]
By placing an order on mementolab.co.uk, you agree to be bound by these Terms.
2. Orders and Contract
2.1. All orders are subject to acceptance by us. We will confirm acceptance by sending you an email that confirms the goods have been dispatched (the “Dispatch Confirmation”). The contract between us will only be formed when we send you the Dispatch Confirmation.
2.2. We reserve the right to reject any order for any reason, including but not limited to: inability to verify event participation, offensive customisation requests, or stock issues.
3. Personalisation and Customer Responsibility (Read Carefully)
3.1. Accuracy of Data: Our products are bespoke and made to order based entirely on the information you provide. You are solely responsible for ensuring the accuracy of:
- Spelling: Names, nicknames, and dates.
- Media Selection: The specific photo ID/filename and the specific audio track selected.
- Event Details: The correct location and date of your event.
3.2. Automated Tools: Our website may provide automated search tools (e.g., Spotify search for songs, or Event Lookups). These are provided for convenience only. It is your responsibility to verify that the search result selected is the correct version of the song or event. We accept no liability if you accidentally select a “Live Version,” “Remix,” or “Cover Version” of a track using our search tools.
3.3. No Changes After Printing: Once an order enters the “Processing” stage, it is automatically sent to our print lab. Due to the automated nature of our workflow, we generally cannot edit or cancel orders once placed. Please check your preview and order details carefully before paying.
3.4. Mistakes: We will not refund or replace products where the error is a result of incorrect information provided by you (e.g., typos, wrong photo selected, wrong song version).
3.5. Proofs: To ensure fast turnaround, we do not provide design proofs. Our team manually engineers every print to the highest aesthetic standard. We will only contact you if there is an issue with your image resolution or ambiguity with order details.
4. The Memento Smart QR / Links
4.1. Our products may include a QR code (“Memento Smart Link”) that links to third-party content (e.g., Spotify, YouTube).
4.2. Link Validity: We ensure the QR code works at the time of printing. However, we do not control third-party platforms. We are not liable if a specific song is removed from Spotify/YouTube by the artist or rights holder in the future, rendering the link inactive. We will primarily link to Spotify and use YouTube if Spotify is not available for requested track.
4.3. Redirects: We reserve the right to update the destination URL of our QR codes if necessary to maintain functionality.
5. Returns and Refunds
5.1. Personalised Goods Exemption: Under the Consumer Contracts Regulations 2013, goods that are made to the consumer’s specifications or are clearly personalised are exempt from the standard 14-day right to cancel (cooling-off period).
5.2. No Returns: As every Memento Lab print is custom-made for a specific individual, we do not accept returns or exchanges unless the item arrives damaged or defective.
5.3. Damaged/Defective Items: If your order arrives damaged (e.g., broken glass/frame) or with a print error caused by our machinery, please contact us within 48 hours of delivery with photos of the damage. We will provide a free replacement.
6. Product Descriptions and Color
6.1. Screen vs. Print: Images of products on our site are for illustrative purposes. We make every effort to display colors accurately, but we cannot guarantee that your device’s screen display accurately reflects the color of the printed goods.
6.2. Gold Effect: Our “Gold” soundwaves are printed using a high-quality gradient ink technique. They are not metallic foil blocking and will not reflect light like real metal.
7. Delivery
7.1. Delivery dates are estimates only. We use third-party couriers (via our printers) and cannot guarantee exact delivery dates.
7.2. We are not responsible for delays outside our control (e.g., strikes, weather).
8. Intellectual Property
8.1. Official Photos: As an Official Partner, we have permission to use Ultra Events photography for these products.
8.3. The design of the “Walkout Print,” including the generated soundwave art and layout, remains the intellectual property of Memento Lab. Purchasing a print does not give you the right to reproduce or resell the image.
9. Governing Law
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
10. Use of Product Images For Marketing
10.1. Product Display: You acknowledge that Memento Lab is an Official Partner of Ultra Events and holds a commercial license to use the event photography. By purchasing a custom print, you consent to Memento Lab displaying digital renders, photographs, or videos of your finished product (which includes your name and likeness) on our social media channels (including Instagram, Facebook, TikTok) and website for marketing purposes.
10.2. Likeness Release: You grant us permission to use your image and name as they appear on the product for the promotional purposes described above. You understand that you will not receive any payment or royalty for this use.
10.3. Privacy Protection: We will strictly use images of the product only. We will never publish your private contact details or billing address.
10.4. Opt-Out: If you prefer that your specific print is not featured on our social media channels, please email us at [email protected] immediately after placing your order with the subject line “NO SOCIAL SHARE” and your Order ID. Alternatively please leave an order note at the checkout. We will respect your privacy and ensure your item is not posted on social media.