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 (our error) are covered for 30 days from the delivery date with a free replacement or refund, your choice — just include 1–2 photos of the issue.
  • Personalization errors you entered at checkout (a misspelled name, wrong date, etc.) are correctable, but production costs apply once your order has entered production — see below.

What Counts as a Covered Issue (Free Replacement)

  • 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.

Personalization Errors You Made — Who Pays?

We carefully review all personalization details before handcrafting your piece, but mistakes on the buyer's side can happen. Orders begin production within 2 hours of purchase, so please triple-check spelling, dates, and names at checkout.

  • Before production starts (within 2 hours of ordering): contact us immediately and we'll correct it at no charge.
  • After production has started: if the error (misspelled name, wrong date, etc.) was in the text you submitted, we'll remake it for our cost to reproduce the item — typically $18–$25 for small jewelry items and $40–$60 for larger items (blankets, wall art, plaques). You keep the original piece.

How to File a Claim

  1. Email support@momentstreasured.store within 30 days of delivery.
  2. Include your order number, the corrected details if applicable, and 1–2 clear photos of the issue.
  3. 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. If the issue was a personalization error on your end, we'll quote the replacement cost above before doing any work.

Cancellations

Because production begins quickly, cancellations are only possible within 2 hours of ordering, before production starts. 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.