Refund policy

Return & Refund Policy

At MOMNTS, every piece is carefully crafted and personalized just for you. Because many of our products are custom-made, we have a limited return policy to maintain product quality and personalization standards.

Please read the policy carefully before placing an order. 

Personalized Products

Since personalized and engraved products are made specifically for each customer, they are not eligible for return, exchange, or refund once the order has been processed.

This includes:

• Name necklaces
• Engraved bracelets
• Customized lockets
• Personalized gifts
• Any made-to-order products

However, exceptions apply if the item received is:

• damaged
• defective
• incorrect
• missing from the order 

  Damaged / Incorrect Products

  If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery.

  To help us resolve the issue quickly, please share:

  • Your order number
  • Clear photos/videos of the product
  • Packaging images
  • Unboxing video (highly recommended)

  Once verified, we will provide either:

  • a replacement product
    or
  • a full/partial refund depending on the situation  

    Order Cancellation

    Orders can only be canceled within 12 hours of placing the order.

    Once customization, engraving, or production has started, cancellation requests cannot be accepted.   

    Refund Eligibility

    Refunds are only applicable in cases where:

    • the wrong item was delivered
    • the item arrived damaged
    • the product has a verified manufacturing defect
    • the order is lost in transit and confirmed by the courier partner

    Refunds are not applicable for:

    • change of mind
    • incorrect personalization submitted by customer
    • slight color variations due to screen settings
    • delays caused by courier partners
    • refusal to accept delivery
    • normal wear and tear