Refund and Returns Policy

At Moments By Trillionz, we understand how important your orders are for special occasions. Many of our products are personalised or time-sensitive, and we aim to ensure clarity and fairness in our returns process in line with UK consumer regulations.

1. Product Nature & Exemptions

Personalised Items: Products customised with names, dates, or messages are non-returnable.

Perishable Goods: Items with limited lifespan may not be eligible for return.

Hygiene Items: Sealed items cannot be returned once opened.

2. Non-Personalised Items

Notification: You must inform us within 14 days of delivery.

Return Window: Items must be returned within 14 days after notifying us.

Condition: Items must be unused, in original packaging, and suitable for resale.

3. Restocking Fees

Policy: We do not charge any restocking fees for eligible returns.

4. Damaged or Defective Items

Reporting: Report issues within 24 hours of delivery.

Evidence: Provide photos of the item and packaging.

Resolution: We will offer a replacement or refund where applicable.

5. Refund Process

Processing Time: Refunds are processed within 7 business days after approval.

Payment Method: Refunds are issued to the original payment method.

6. Return Shipping Costs

Customer Responsibility: Customers pay return shipping for change-of-mind returns.

Our Responsibility: If the item is faulty or incorrect, we will cover return costs.

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