Refund policy
Every Moments product is made to order and engraved or printed with the coordinates, dates and words you choose. Because each piece is unique to you and cannot be resold, we are not able to accept returns or exchanges for change of mind. Please check your personalisation carefully before you order, and again on your order confirmation email.
This does not affect the rights you have under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives. If your item is damaged, faulty, or not what you ordered, email us at hello@momentsgifts.com.au within 30 days of delivery and include:
- your order number
- photographs of the item
- a photograph of the outer packaging if the parcel was damaged in transit
Where the fault is ours or our production partner’s, you can choose a free replacement or a full refund, including any shipping you paid. In most cases you will not need to send the item back to us.
Personalisation errors
If the engraving on your item does not match what appears on your order confirmation, that is our mistake and we will replace it free of charge. If it does match your order confirmation, we are not able to replace or refund it — but please get in touch anyway and we will tell you what a replacement would cost.
Cancelling or changing an order
Orders move into production quickly. If you need to cancel or change an order, email hello@momentsgifts.com.au as soon as possible with your order number. We can usually make changes within 2 hours of purchase. Once production has started, an order cannot be cancelled or altered.
Orders that do not arrive
If your order has not arrived within 30 days of its dispatch date, contact us and we will investigate with the carrier. If the parcel is confirmed lost, we will send a replacement or refund you in full.
Customers outside Australia
Personalised and made-to-order goods are generally excluded from statutory cooling-off and right-of-withdrawal periods, including the 14-day period that applies in the European Union and the United Kingdom. Your rights in respect of faulty, damaged or misdescribed goods are not affected, and the sections above apply to you in the same way.
Refunds
We will let you know by email once your claim has been reviewed. Approved refunds are issued to your original payment method. Your bank or card issuer may take a further 5–10 business days to post the funds to your account.
Contact us
Questions about this policy, or about an order: hello@momentsgifts.com.au