Refund policy
Manufacturing Error / Damage Policy
If your item arrives damaged or shows any manufacturing defect, please email us at info@momentagifts.com within 3 days of delivery.
We will replace the damaged item at no additional cost.
Important:
Issues reported after 3 days will be considered damage occurring after delivery and will not be covered.
Refunds & Returns (Within 15 Days)
If you wish to return an item, you may do so within 15 days of receiving your order.
Please note that return shipping costs are the responsibility of the customer (excluding damaged or defective items).
Before sending anything back, you must contact us for approval.
Returns sent to the sender address without prior authorization will not be eligible for a refund.
Our business address is not the same as our return facility.
Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow 2–7 business days for processing depending on your bank.
To begin the return process, email us at info@momentagifts.com
Customized or Personalized Orders
Customized items, including name engravings or any personalized features, are not eligible for return due to their custom nature.
If a personalized item arrives damaged or defective, contact us within 3 days of delivery and we will assist you with a resolution.
Late Items & Shipping Delays
If your order is delayed due to factors outside our control (such as weather, customs, or carrier disruptions), you may request a cancellation only if the item has not yet been dispatched.
Once the order has been shipped, it cannot be cancelled, and the return process must be followed instead.
A refund can only be issued once the item is returned and received at our facility.
If your package is lost or undelivered after 30 days, we will issue a refund.
Cancellations
Orders can be cancelled only if they have not yet entered processing or production.
Processing may begin shortly after an order is placed, so cancellation is not guaranteed.
Once an order is being prepared (especially personalized items) or has been shipped, it can no longer be changed or cancelled.
Missing Package (In Transit)
If your package has been missing or delayed for more than 5 weeks, please contact us for a replacement or further assistance. We will prioritize resolving the issue promptly.
Lost or Stolen Packages
Momenta Gifts is not responsible for packages marked as delivered but not received.
If tracking shows delivery but you didn’t receive your item:
- Contact your shipping carrier
- Check with neighbors or building management
- File a police report if theft is suspected
If you still need help afterward, email us at info@momentagifts.com