Refund and Returns Policy

Refund & Returns Policy

At Moments By Trillionz, we want you to be happy with your purchase. If you are not completely satisfied, we're here to help. Our returns policy follows UK consumer rights and explains when a return or refund is available.

Returns

For non-personalised and non-perishable items, you may return your order under the following conditions:

  • You must notify us within 14 days of receiving your order.

  • After notifying us, you have a further 14 days to return the item.

  • Items must be unused, in their original packaging, and in a resaleable condition.

Items That Cannot Be Returned

The following items cannot be returned unless they are faulty, damaged, or incorrect:

  • Personalised or customised products made specifically for you.

  • Fresh flowers and other perishable products.

  • Inflated balloons and other products with a limited lifespan.

  • Sealed hygiene products that have been opened.

These exclusions are in accordance with UK consumer regulations for personalised and perishable goods.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible, ideally within 48 hours of delivery.

Please email us with:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the item and its packaging.

Once we have reviewed the information, we will offer an appropriate solution, which may include a replacement, repair, or refund where applicable.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 7 business days.

Please note that your bank or payment provider may take additional time to process the refund.

Return Shipping

If you are returning an item because you changed your mind, you are responsible for the return postage costs.

If the item is faulty, damaged, or we sent the wrong product, we will cover the return shipping costs where appropriate.

We do not charge any restocking fees for eligible returns.

Contact Information

Trading Name: Moments By Trillionz

Registered Company Name: Moments By Trillionz Bradford Limited

Company Registration Number: 14811654

Return Address:

969 Leeds Road

Bradford

BD3 8JB

United Kingdom

Email: support@momentsbytrillionz.co.uk

Phone: +44 7867 633536