Refund & return policy

Damaged Products

Moment in Time offers the following options if products arrive damaged:

1. Full Refund or Replacement:
• If the product arrives significantly damaged, you are eligible for a full refund or replacement.
2. Partial Refund or Replacement:
• If the product is only partially damaged (excluding minor issues such as loose threads, slight wrinkles, or small scratches), a partial refund or replacement will be offered.

Incorrect or Missing Products

Moment in Time has a strict quality control process before dispatch. If products are incorrect or missing, the following policies apply:

1. Incorrect Products:
• We offer a full refund or replacement if the wrong product was sent.
2. Missing Parts:
• If missing parts do not affect the product’s function, we may offer a partial refund or resend the missing part.
• If the missing parts affect the product’s function, we will resend the entire product.

Return Process

To initiate a return, please follow these steps:

1. Contact Moment in Time:
• Notify us within 7 days of receiving your order.
2. Submit Proof:
• Provide photos or videos clearly showing the damage to the product.
3. Wait for Confirmation:
• Once we approve the return, you’ll receive instructions on how to send the item back.

Conditions for Return

• The product must be unused and in its original packaging to be eligible for a return.
• Items that are not in the condition they were received or that are missing parts will not be eligible for refunds or exchanges.*

Return Shipping Costs

• Customers are responsible for the cost of return shipping, including any customs fees, duties, and taxes for international returns. 

Refund Timeline

• Refunds will be processed within 7 business days after we receive and inspect the returned item.

Order Cancellation

Moment in Time offers a full refund for order cancellations before the products have been processed in the warehouse.

Orders Not Received

Moment in Time does not provide refunds or resends if the tracking information shows the order has been delivered.

 If you did not receive the package, a non-delivery certification from the local post office with an official seal is required to initiate a claim.

Tracking Information Alerts

If the tracking information shows an alert, the issue may be due to the following reasons:

1. Incorrect or insufficient address.
2. No such number.
3. Unknown recipient.
4. Package refused.
5. Not picked up in time.
6. No safe delivery location.
7. Uncleared customs.
8. Other reasons.

Note:

• The local distributor will attempt delivery 1-3 times depending on the situation. If the package is not claimed, it will be returned to the local post office for storage for 3-7 days, and the customer will need to pick it up. If unclaimed, the package will be returned to our logistics company, and Moment in Time is not responsible for lost products during this return process.

Important Notes

• Damage to the packaging box due to long-distance international shipping is not eligible for refunds or after-sale services.