Refund policy
Our 100% Quality Guarantee
At Moments Treasured, we stand behind the quality of our handcrafted keepsakes. Because each item is custom-made and personalized specifically for you, we do not offer returns or exchanges for "change of mind."
Damages and Issues:
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@momentstreasured.store with a photo of the issue. We will send a 100% free replacement to you immediately.
Cancellations:
Since we begin the handcrafted process within 12 hours of your order, cancellations must be requested within 2 hours of purchase.
Personalization Errors - Who Pays?
We carefully review all personalization details before handcrafting your piece. However, we understand mistakes can happen.
If WE made the error:
- Typo in text you provided → Free replacement, keep the original
- Wrong date/initials/name → Free replacement, keep the original
- Quality or production issue → Free replacement, keep the original
If there's an error in the text YOU entered during checkout:
- Misspelled name, wrong date, or incorrect personalization
- You pay our cost to reproduce the item (materials + production + shipping)
- You keep the original piece (we know it still holds meaning)
Why a replacement fee?
Each piece is handcrafted to order based on the exact personalization you provide at checkout. When the text you entered contains an error, we've already invested materials and labor to create your piece perfectly to your specifications. The replacement fee covers only our actual cost to remake and ship the corrected item—you're not paying retail price again, just our production cost.
How it works:
- Email us at support@momentstreasured.store within 30 days of delivery
- Provide your order number and the corrected personalization text
- We'll reply within 24 hours with the replacement cost for your specific item:
- Small jewelry items: typically $18-25
- Larger items (blankets, wall art, signs): typically $40-60
- Once you approve and payment is received, we'll begin crafting your corrected piece
- Ships within 2-4 business days
Important: Orders cannot be modified once production begins (within 2 hours of purchase). Please triple-check all personalization at checkout.