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Refunds & Returns Policy

Effective Date: 24/02/2025

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At Custom Made Moments, we take great care in creating personalized gifts that are unique and special. Due to the custom nature of our products, we have a strict refund and return policy as outlined below.

1. No Returns or Exchanges on Personalized Items

  • As all our products are custom-made to order, we do not accept returns or exchanges for change of mind.

  • Please ensure all personalization details (e.g., spelling, dates, engraving preferences) are correct at checkout, as we are not responsible for errors made by the customer.

2. Incorrect or Defective Items

We stand by the quality of our products. If you receive an item that is:
✔ Incorrect (wrong personalization or product)
✔ Defective (damaged or poor quality engraving/printing)
✔ Damaged in transit

Please notify us within 7 days of delivery with:

  • A clear description of the issue

  • Photos of the item and packaging

We will assess the issue and arrange for a replacement or refund as appropriate.

3. Refunds & Resolutions

  • Approved refunds will be processed via the original payment method within [10] business days.

  • Store credit may be offered as an alternative for faster resolution.

  • If a replacement is issued, we will cover the shipping cost for the new item.

4. Cancellations & Order Changes

  • Orders can be canceled or modified within 24 hours of placement.

  • After 24 hours, production may have started, and changes may not be possible.

  • If an order is canceled within the allowed timeframe, a full refund will be provided.

5. Non-Refundable Situations

We do not offer refunds, replacements, or store credits for:
✖ Mistakes in personalization details provided by the customer
✖ Minor variations in wood grain, engraving depth, or color (as these are natural characteristics of handmade products)
✖ Delays caused by shipping carriers beyond our control
✖ Items lost due to incorrect address provided by the customer

6. How to Request a Refund or Replacement

To initiate a refund or replacement request, please contact us at:
📧 Email: custommomments@gmail.com
   Mobile: 0413 563 997

Include your order number and supporting photos 

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