Last updated: [date]
Every OurMoment piece is made to order, personalized with your names, dates, and photos. Because of that, our returns policy works a little differently from a standard shop — and we want to be upfront about it before you buy.
All personalized items are final sale
Every item is made to order and personalized with your details, so it cannot be resold to anyone else. For that reason, personalized items are not returnable, exchangeable, or refundable. This includes — but is not limited to — a change of mind, a name or date you spelled or entered incorrectly, or a low-quality or incorrect photo you uploaded.
You are responsible for reviewing your live preview before you order. What you see and approve in the preview is exactly what we print. Please check the spelling of names, the date, and the photo carefully — once you place the order, it cannot be changed after it enters production.
The only exception: a mistake on our side
We will replace the item or issue a refund, at no cost to you, only if the fault is ours:
- The item arrives damaged or defective;
- You received the wrong item;
- The print has a manufacturing error on our side (misaligned, faded, or does not match the preview you approved);
- Your order never arrives within [X] days of the estimated delivery date.
To claim, email us at [contact@ourmoment.com] within [14] days of delivery with your order number and clear photos of the problem (and of the shipping label if the packaging was damaged). We may ask you to keep or dispose of the faulty item rather than ship it back.
What is not covered
- Typos or wrong information you entered (names, dates, text);
- Photos that print soft because the image you uploaded was low-resolution, blurry, or heavily filtered;
- Minor color differences between your screen and the printed item;
- Delays caused by the carrier once the item has shipped.
Order changes and cancellations
You can change or cancel your order within [2] hours of placing it, before it enters production. Email us right away at [contact@ourmoment.com] with your order number. Once production starts, we can’t cancel, because the item is already being printed with your personalization.
Refunds
Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank, it may take a few more days to appear on your statement.
Non-personalized items
If you ordered an item with no personalization, you may return it within [30] days of delivery if it is unused and in its original packaging. Contact us for instructions. Return shipping is at your cost unless the item was faulty.
Contact
OurMoment
[contact@ourmoment.com]