Refund / Cancellations
At Borrowed Moments, we understand that the keepsakes we create often carry enormous sentimental value. We take great care with every order and want you to feel completely confident when ordering from us.
If there is ever a problem with your order, please contact us first. In many cases, we can resolve things quickly and simply without you needing to return your item.
Returns
If There Is a Problem With Your Order
We carefully check every item before it leaves us, but if your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible.
Where possible, please let us know about any obvious damage, errors or missing parts within 24 hours of receiving your parcel.
Please do not return an item before contacting us. We will provide you with a returns reference number and explain what happens next.
If the problem is due to an error on our part, we will put things right for you. Depending on the circumstances, this may involve repairing, remaking or replacing your item at no additional cost.
Your statutory rights are not affected.
Personalised & Bespoke Keepsakes
Many Borrowed Moments pieces are created especially for you.
This can include jewellery or keepsakes containing:
- Ashes
- Hair or fur
- Fingerprints
- Handprints or footprints
- Photographs
- Engraving
- Names, dates or personal messages
- Other customer-supplied personalisation
Because these items are made specifically for you, personalised and bespoke products cannot normally be returned simply because you have changed your mind.
However, if we have made an error or your item is faulty, please contact us and we will work with you to put it right.
We will assess returned items carefully and fairly. Where we determine that a fault has not been caused by accidental damage, misuse or mistreatment after delivery, we will arrange an appropriate repair or replacement.
Non-Personalised Items
If you change your mind about a standard, non-personalised or “off-the-shelf” product, you may return it to us within 14 days from the day after delivery.
To qualify for a refund, the item should be:
- Unused
- Undamaged
- In its original packaging where possible
- In a condition suitable for resale
- Not personalised or made specifically for you
Unless the item is faulty or we have made an error, you are responsible for the cost of returning it to us.
We strongly recommend using a secure, tracked postal service and keeping your proof of postage and tracking information.
We cannot take responsibility for returned goods until they have safely arrived with us.
Once your return has been received and checked, any refund due will be processed back to your original payment method.
Incorrect Items or Personalisation
If you receive an item that does not match your order — for example, the wrong product, name, date or engraving — please contact us within 14 days of receiving it.
We will review the details and arrange the appropriate next steps with you.
Where the mistake is ours, we will remake, replace or correct the item at no additional cost.
Returning an Item
Please contact us before sending anything back so that we can provide you with a returns reference number.
Returns should be sent to:
Customer Support
Borrowed Moments
Merlin House
Priory Drive
Langstone
NP18 2HJ
Please include your returns reference number with your parcel.
Cancellations
Standard, Non-Personalised Orders
You may cancel an order for a standard, non-personalised item before it has been dispatched.
If the item has already been dispatched, please contact us and we will explain how to return it. Unless the item is faulty or we have made an error, return postage costs are your responsibility.
Personalised & Bespoke Orders
Our bespoke keepsakes are often individually designed, engraved, printed or handmade especially for you.
Once work has started on a personalised or bespoke item, cancellation may no longer be possible.
This is particularly important where we have already:
- Started making or engraving your item
- Produced personalised artwork or printing
- Prepared an impression or fingerprint kit
- Sent a handprint, footprint or impression kit
- Started any other work specifically for your order
If you contact us before work has started, we will always do our best to help.
Where costs have already been incurred — for example impression kits, putty kits or postage — these costs may be deducted from any refund due.
Returning Prints, Impressions or Kits
If your order requires fingerprints, handprints, footprints, impressions or other information from you, please return them to us as soon as you can.
This helps us manage our workshop schedule, materials and stock while ensuring your keepsake can be completed without unnecessary delay.
If we have not received the required prints, impressions or other information within 4 months of your order, we may contact you regarding cancellation of the order.
Where an order is cancelled because the required materials have not been returned, any costs we have already incurred — such as impression kits, putty kits or postage — may be deducted from the refund.
Not Sure?
We know that personalised keepsakes can be a little different from an ordinary online purchase.
If you are unsure whether an item can be returned or cancelled, please contact us before placing your order. We would much rather answer your questions beforehand and make sure you are completely comfortable with your purchase.
Our team is always happy to help.
Borrowed Moments
Creating meaningful keepsakes to keep their memory close.
Borrowed Moments is part of BM Group.