1. Introduction

1.1 These Terms & Conditions govern all orders placed with Borrowed Moments (“we”, “us”, “our”).

1.2 By purchasing goods or services from us, you agree to be bound by these Terms & Conditions.

1.3 Please read them carefully before placing an order.

2. Company Information

Telephone: 01752 717755
Email: info@borrowedmoments.co.uk

3. Ordering Process

3.1 Orders may be placed via our website, by telephone, by post, or in person at our studio.

3.2 Payment must be received in full before any bespoke work begins.

3.3 For items requiring prints, impressions, or photographs, you are responsible for returning the required materials promptly.

3.4 If prints or impressions are not returned within four (4) months, we reserve the right to cancel the order and issue a refund minus the cost of the impression kit, putty, postage, and any associated fees.

4. Bespoke and Personalised Goods

4.1 Most items supplied by Borrowed Moments are bespoke, personalised, or handcrafted to order.

4.2 In accordance with consumer law, bespoke items cannot be cancelled or refunded once work has commenced.

4.3 If you request cancellation before work begins, we may deduct reasonable costs already incurred.

4.4 Due to the handmade nature of our products, minor variations, surface marks, or small imperfections are to be expected and do not constitute a fault.

4.5 You are responsible for supplying high-quality photographs or prints. Poor-quality images may affect engraving clarity.

4.6 Once engraving has been completed, it cannot be altered or refunded unless an error has been made by us.

4.7 If a bespoke item is faulty due to our error, we will normally replace the item. Refunds are issued only at our discretion.

5. Prices and Payment

5.1 All prices are listed in GBP (£) and include VAT where applicable.

5.2 We reserve the right to amend prices at any time; however, confirmed orders will not be affected.

5.3 Payment methods include PayPal, major credit/debit cards, and other methods displayed at checkout.

6. Delivery

6.1 Dispatch times vary depending on the nature of the item. Impression kits are typically dispatched within one working day.

6.2 Bespoke items require additional time due to their handcrafted nature. Estimated timeframes are provided as guidance only.

6.3 Most orders are sent via tracked courier services. Tracking information will be provided upon dispatch.

6.4 If a courier leaves a calling card, it is your responsibility to rearrange delivery.

6.5 If a parcel is returned to us due to failed delivery attempts or non-collection, you will be liable for:

• the courier’s return charge (which may exceed the original delivery cost); and
• the cost of redelivery.

6.6 Damage in transit must be reported within 24 hours of receipt. All packaging must be retained until the matter is resolved.

7. Returns and Refunds

7.1 Bespoke Items

Bespoke, personalised, or made-to-order items are non-returnable and non-refundable, except where a fault is confirmed to be our responsibility.

7.2 Non-Bespoke Items

7.2.1 Non-personalised items may be returned within 14 days of delivery.

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

7.2.3 Refunds exclude original delivery charges.

7.2.4 Return postage is the customer’s responsibility and must be via a tracked service.

7.3 Incorrect or Faulty Goods

7.3.1 If you receive an incorrect item or an engraving error caused by us, you must notify us within 14 days.

7.3.2 We may request photographs to assess the issue.

7.3.3 Where appropriate, we will replace the item at no additional cost.

8. Customer Photos and Marketing Use

8.1 We may photograph completed items for use on our website or social media.

8.2 Images are used anonymously unless you choose to comment, tag, or otherwise identify yourself.

8.3 We will never publish personal details without explicit consent.

9. Complaints

9.1 Only the individual who placed the order may submit a complaint.

9.2 All complaints will be reviewed by a manager.

9.3 We aim to resolve issues promptly and fairly; however, the manager’s decision will be final.

10. Intellectual Property

10.1 All designs, photographs, text, and content on our website are the property of Borrowed Moments.

10.2 No content may be copied, reproduced, or distributed without prior written consent.

11. Liability

11.1 We are not liable for:

• delays caused by couriers or third-party services;
• loss or damage resulting from incorrect customer information; or
• engraving outcomes affected by low-quality images supplied by the customer.

11.2 Nothing in these Terms limits your statutory rights.

12. Governing Law

12.1 These Terms & Conditions are governed by the laws of England and Wales.

12.2 Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

For questions regarding these Terms & Conditions, please contact:

Email: info@borrowedmoments.co.uk