Returns, Refunds & Cancellation Policy

At Momentelle, every order is made with care and attention. As some of our products are personalised, our returns and cancellation policy depends on the type of product purchased.

1. Personalised Products – Customer Provided Photos

Products customised using photographs or images supplied by the customer are made specifically for that individual order.

As these items are personalised and cannot be resold or reused, we do not accept returns, exchanges or refunds for change of mind, incorrect photo choices or personal preference.

Please carefully check all photographs and personalisation details before submitting your order.

Important: This policy does not affect your statutory rights. If your item arrives damaged, faulty, incorrectly personalised due to an error on our part, or is not as described, please contact us so we can resolve the issue.

2. Momentelle Exclusive Designs

Products featuring original designs created exclusively by Momentelle, without personalisation using customer-provided photographs or images, are eligible for returns under our standard returns policy.

If you change your mind, you may request a return within 14 days of receiving your order.

To be eligible:

• The item must be unused and in its original condition.

• It must be returned in its original packaging, where reasonably possible.

• You must contact us before sending the item back.

Once the returned item has been received and inspected, we will arrange the applicable refund.

3. Damaged, Faulty or Incorrect Items

We want every Momentelle order to arrive in excellent condition.

If your order arrives damaged, faulty, incorrectly personalised due to an error on our part, or different from what you ordered, please contact us as soon as possible.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs showing the problem, where applicable.

We will assess the issue and offer an appropriate solution, which may include a replacement or refund in accordance with your statutory consumer rights.

Customers will not be charged reasonable return costs where the item is faulty or incorrect.

4. Order Cancellations

Because personalised products may enter production shortly after an order is placed, please contact us as soon as possible if you wish to cancel or amend an order.

For products personalised with customer-provided photographs, cancellation may not be possible once production has started.

For products featuring Momentelle's exclusive designs, cancellation requests can be made before dispatch. Your statutory cancellation rights will continue to apply where relevant.

5. How to Request a Return or Refund

To request a return, cancellation or refund, please contact us using the contact details provided on our website.

Please include your order number and the reason for your request.

We aim to respond as quickly as possible and will guide you through the next steps.

6. Your Statutory Rights

Nothing in this policy excludes or limits your statutory rights under applicable UK consumer protection law.

Personalised products are generally exempt from the usual 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013. However, this exemption does not remove your rights if goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.