Refund policy
Last Updated: 10th September 2023
RETURNS
At Momento, we want you to have the best possible shopping experience and be completely satisfied with your purchase. However, we fully understand that circumstances can change and sometimes you may just change your mind. We’ve outlined our Returns Policy below in order to ensure a seamless and hassle-free return process for you, our customer. Please take a few moments to review it and understand your rights and options for returns.
Right to Cancel
You have the right to cancel your order up to 14 days after the day on which your order was delivered to you. You are not required to provide any reason for your cancellation.
How to Cancel
To exercise your right to cancel and initiate a return, you must inform us of your decision to cancel within the 14-day cancellation period. You can do this by emailing contact@momento-gifts.co.uk and providing your name, order number and details of the items you wish to return.
Returning Goods
Once you have informed us of your decision to cancel, you have 14 days from the date you notified us to return the goods to us. The cost of returning the items is your responsibility and we would recommend using a trackable shipping method to ensure the safe return of your items.
In order to qualify for a full refund for your goods, please ensure that the items are in their original, unused, condition with all original packaging, including any labels and tags. Please include a copy of your order confirmation inside the package and ensure that the items are packaged securely to prevent any damage during transit.
We reserve the right to refuse returns of items that are not in their original condition. Returns will only be accepted from the person who made the original purchase and a refund can only be made to the person who purchased the goods via the original payment method.
If you received items from Momento as a gift and wish to return them, please email us at contact@momento-gifts.co.uk and we will be happy to assist you with their return. However, please note that we will only be able to issue you with a credit to the value of the goods.
Refund Process
Upon receiving your returned goods and verifying their condition, we will process your refund within 14 days. The refund will be issued using the same payment method used for the original purchase and we will refund you the full amount of the items you have returned, including the cost of any standard shipping costs you may have paid at the time of purchase.
We reserve the right to withhold the refund until we have received the returned goods.
Exceptions
We cannot accept returns for the following items:
- Personalised or customised items unless they are faulty
- Perishable goods, such as food or flowers
- Sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery
- Pierced earrings
Faulty or Damaged Items
If the items you receive are faulty or damaged, please contact us immediately. We will provide instructions on how to return the items and we will offer either a replacement or a full refund, including the cost of return shipping.
Contact Us
If you have any questions or need any further assistance regarding returns, please do not hesitate to contact using the email address contact@momento-gifts.co.uk.
Changes to this Returns Policy
Momento reserves the right to amend this Returns Policy at any time and any updates will be reflected on our website. By shopping with us, you agree to the terms and conditions as outlined in this Returns Policy. Your statutory rights are not affected.