Return & Refund Policy
Every product is made by hand, by a person, for a specific person. That's why our return policy looks a little different from a mass-market store and why, when something does go wrong, we fix it without hassle.
The Rule, in Plain Language
- Personalized products (anything with a name, date, message, or custom details) cannot be returned or exchanged for buyer's remorse, sizing, or a change of heart because we cannot resell a product made for someone else. This is standard industry practice for custom, made-to-order products.
- Damaged, defective, or incorrect items are covered for 30 days from the delivery date. We'll replace the item or refund you, your choice.
What Counts as a Covered Issue
- The product arrived damaged or broken.
- The wrong item was sent.
- The personalization does not match what you submitted at checkout.
- A manufacturing defect appears within 30 days of delivery under normal use.
How to File a Claim
- Email support@momentstreasured.store within 30 days of delivery.
- Include your order number and 1–2 clear photos of the issue.
- We respond within 24 hours (usually same-day) with the next steps.
What Happens Next
If the issue is on our end, we will either remake and reship at no cost or issue a full refund — your choice. You do not need to return the original item.
Cancellations
Because production begins quickly, cancellations are only possible if the order has not yet entered production. Email us as soon as possible and we'll do our best.
Questions?
Email support@momentstreasured.store. A real person from our studio will reply within 24 hours.