Refund policy
Contact Us
If you have questions about returns, refunds, damaged products, or order issues, please contact us:
Email: contact@momentagifts.shop
Phone: +1 302-244-7107
Please contact us before sending any product back. Do not send returns to the sender or shipping address on the package. An approved return will be provided with the appropriate return instructions and return address.
1. Returns Within 15 Days
Eligible non-personalized products may be returned within 15 days of delivery, including returns due to change of mind.
To be eligible for a return, the product must generally be:
- Unused
- In its original condition
- In its original packaging, including applicable components
Customers are responsible for return shipping costs for eligible returns that are not due to a damaged, defective, or incorrect product.
You must contact us and receive return approval before sending a product back.
2. Personalized and Customized Products
Personalized and customized products, including products with names, messages, engravings, or other customer-requested personalization, are not eligible for returns or refunds due to change of mind.
This includes situations where a customer:
- Changes their mind
- No longer wants the product
- Ordered the wrong personalization
- No longer needs the product
However, personalized products may be eligible for a refund if the product is confirmed lost or arrives damaged, as described below.
3. Damaged Products
If your product arrives damaged, contact us within 15 days of delivery.
Please provide:
- Order number
- Description of the damage
- Clear photographs or video showing the product and damage
If the damage is confirmed to be our responsibility:
Non-Personalized Products
The resolution may include a replacement or refund.
Personalized Products
The resolution may include a replacement or refund.
Personalized products are therefore eligible for a refund when they arrive damaged, even though they are not eligible for refunds due to change of mind.
If a return is required, we will provide the return instructions and applicable return address. Where the damage is confirmed to be our responsibility, we will cover applicable return shipping costs.
4. Defective or Incorrect Products
If your product is defective or you received an incorrect product, contact us within 15 days of delivery.
Please provide your order number, a description of the issue, and clear photographs or video.
If the issue is confirmed to be our responsibility:
Non-Personalized Products
The applicable resolution may include a replacement or refund.
Personalized Products
The applicable resolution will generally be a replacement or other applicable remedy.
Personalized products are not eligible for refunds solely because they are defective or incorrect, unless the issue also qualifies under the damaged-product or lost-package provisions of this policy.
5. Lost Packages
If your order has not arrived within 15 business days after dispatch, please contact us so we can investigate the shipment.
If the package is confirmed to be lost by the carrier or is otherwise determined to be lost:
Non-Personalized Products
The customer may receive:
- A replacement, or
- A full refund to the original payment method.
Personalized Products
The customer may receive:
- A replacement, or
- A full refund to the original payment method.
Personalized products are eligible for refunds when confirmed lost.
6. Delivered but Not Received
If tracking shows that your order was delivered but you cannot locate it, please:
- Check the delivery location.
- Check with household members.
- Check with neighbors or building management where applicable.
- Contact the shipping carrier or local post office.
- Contact us if the package still cannot be located.
We will review the available tracking information and assist with the issue where possible.
7. Refunds
When a refund is approved, it will generally be issued to the original payment method.
For eligible non-personalized returns, refunds are generally processed within 2-7 business days after the returned product has been received and the return has been approved.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
Personalized Products
Personalized products are not eligible for refunds due to change of mind.
However, personalized products may be eligible for a refund when:
- The product is confirmed lost, or
- The product arrives damaged.
8. Order Cancellations
Orders may be cancelled within 2 hours of placing the order by contacting us at:
After the 2-hour cancellation period, cancellation may no longer be possible if the order has entered processing or production.
Personalized orders cannot be cancelled or modified once personalization or production has started.
Once an order has been shipped, it cannot be cancelled. Eligible non-personalized products may be returned according to this policy.
9. Shipping Delays
All orders are shipped from China.
Estimated delivery times may be affected by:
- Carrier delays
- Weather
- Holidays
- Customs processing
- Other circumstances outside our control
A shipment that is delayed while still in transit does not automatically qualify for a refund.
If the shipment is confirmed to be lost, the Lost Packages section of this policy applies.
10. Return Approval and Return Address
Please contact us before returning any product.
Returns sent without prior approval may not be accepted.
Once a return is approved, we will provide the applicable return instructions and return address.
Do not send returns to the sender address shown on the original package.
11. Business Information
Momenta Gifts
Legal Entity: Altrel LLC
Business Registration Number: 7366430
Business Address: 8th Green St, Dover, Delaware 19901, United States
Email: contact@momentagifts.shop
Phone: +1 302-244-7107
Customer Service Hours: Monday-Friday, 9:00 AM-10:00 PM, GMT-08:00 Pacific Time (US & Canada)
Shipping Origin: China