Refund policy
We do not accept returns, exchanges or refunds for change of mind. This includes choosing the wrong colour, size, design or other product option, or simply deciding that you no longer want the product. For products that have been customised or personalised, this also includes changing your mind about the customisation or personalisation selected.
This policy does not affect any rights or remedies you may have under applicable consumer protection laws.
We do not accept items returned without prior approval. If you believe there is an issue with your order, please contact us at info@momentstudio.shop with your order number, a description of the issue and, where relevant, clear photographs. Please do not send an item back unless we have first instructed you to do so.
You can always contact us with any return or refund questions at info@momentstudio.shop.
Damages and Issues
Please inspect your order upon reception and contact us as soon as possible if the item is:
- defective or damaged;
- incorrectly personalised or made; or
- not the product you ordered.
If we have made an error with your order, such as sending the wrong product or producing it incorrectly based on the specifications you provided, we will work with you to resolve the issue.
Depending on the circumstances and your rights under applicable consumer protection law, the appropriate remedy may include a repair, replacement, refund or another remedy required by law.
Damage caused after delivery by misuse, accidental damage, normal wear and tear, or failure to follow applicable care instructions is not considered a product fault.
Exceptions / Non-Returnable Items
Customised and personalised products are not eligible for change-of-mind returns or exchanges. This includes products that have been personalised, engraved or made according to the customer's specifications.
Standard, non-personalised products are also not eligible for change-of-mind returns or exchanges, except where applicable consumer protection law provides otherwise.
This does not limit or exclude any consumer rights that cannot legally be excluded under applicable law.
Exchanges
We do not offer exchanges for change of mind.
If we have made an error with your order or your product is covered by applicable consumer protection law, please contact us so that we can determine the appropriate solution.
European Union
For orders shipped to the European Union, the 14-day right of withdrawal may not apply to products that are made to the customer's specifications or clearly personalised.
Where a product has been customised or personalised according to the customer's specifications, the applicable exemption may apply.
For standard, non-personalised products, any applicable consumer rights, including the right of withdrawal where required by law, will apply.
This does not affect any mandatory consumer rights that apply if a product is faulty, damaged, not as described, or otherwise does not meet applicable legal requirements.
Refunds
We do not provide refunds for change of mind, including where a customer has selected the wrong colour, size, design, personalisation, engraving or other product option, except where a refund is required under applicable consumer protection law.
Where a refund is required under applicable consumer protection law, we will process it in accordance with the applicable legal requirements.