Refund / Cancellations

Returns

We sincerely hope that you are delighted with your bespoke item purchase, we strive to maintain high standards of quality control, however if any items do not meet your expectations, please ring or e-mail us first to see if the problem can easily be sorted out. As most of our keepsake items are bespoke (made specially to order) please do not return goods until you have sent us an email or telephoned us and been given your returns reference number, we will normally replace any faulty parts as bespoke items cannot normally be refunded, unless an error has been made on our part. Please ensure that you report any errors or missing parts within 24hrs of delivery of your item.  If you change your mind then you may return any ‘off-the-shelf' item to us for a full refund (excluding delivery charges) within 14 days from the day following delivery, providing the item when we receive it is unused and in its undamaged, original packaging, suitable for resale and not personalised, the customer is responsible for the postage costs incurred when returning an item to us, goods must be returned via a secure, traceable method and all tracking numbers should be retained to ensure that the goods do reach us, (we cannot be held responsible for items that go missing in the post or are damaged during transit and we take no responsibility for items sent back to us until we have received them), once the goods have been received and checked, your refund will be processed and you will be credited as necessary.  Bespoke items will only be exchanged if they are faulty or incorrect and the mistake is on our part. If you receive goods which do not match those that you ordered, for example, the wrong product or name engraved, you should contact us within 14 calendar days to arrange return of item.  We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), we will issue replacement goods at no additional cost to you. Returned items should be sent with your returns number to: Customer Support, Borrowed Moments, Merlin House, Priory Drive, Langstone. NP18 2HJ

Cancellations

For off the shelf items you may cancel your order at anytime up to and including shipment date. Once the item is shipped you will need to return the item at your experience for a refund.

For all Custom bespoke items once printed / engraved or customised cancellation cannot be made, these personalised items will be replaced or re-printed if faulty, but cannot be refunded due to them being produced especially for you.  Please return your impressions/prints as soon as possible, so we can fulfil your order, manage our stock and workload. Failure to return prints or impressions within 4 months from ordering may result in your order being cancelled and refunded less the cost of any impression kits or putty kits and postage being charged.

If you are not sure please ask before purchasing, please note that there may be a cancellation fee to any orders that are cancelled after being placed.

Customers have the right to cancel within the cooling off period of 14 days from the order being placed. This does not apply if we have already started making your bespoke order. If we have already posted or taken impressions or prints then a charge will incur for the cost of the kit/s and delivery.

Borrowed Moments is part of the BM Group