Refund policy

At Dearest Moment, we stand behind every personalised photo magnet we make. If something isn’t right with your order, we’ll do everything we can to make it right - quickly and without hassle. Please read our policy below carefully, as different terms apply to custom personalised orders and standard products.

1. Summary Box 

Quick Summary:
✅ Damaged or faulty order? → Free reprint or full refund
✅ Wrong item received? → Free replacement, no return needed
✅ Non-personalised items → 30-day return window
❌ Personalised/custom magnets → Non-returnable (unless faulty)
⏱️ Refund processing time → 10 business days

2. Personalised Orders Policy

Personalised & Custom Photo Magnet Orders

Because every personalised fridge magnet is uniquely made to order using your photos, we are unable to accept returns or exchanges for:

• Change of mind
• Incorrect photo selection made by the customer
• Colour variations due to screen calibration differences
This is why we always recommend:
• Previewing your photos carefully before submitting your order
• Uploading high-resolution images (minimum 800x800 pixels) for best print quality
• Double-checking your delivery address before checkout
However, if your custom photo magnets arrive damaged, faulty, or significantly different from what you ordered due to our error, we will offer a free reprint or full refund — no questions asked.

3. Damaged or Faulty Orders

  • What to Do If Your Order Arrives Damaged or Faulty
    We’re sorry if this has happened. Please follow these steps:
    1. Email us within 14 days of delivery at hello@dearestmoment.co.uk
    2. Include your order number and clear photos of the damaged item and packaging
    3. Our team will respond within 24 hours to arrange a free reprint or refund
    We will never ask you to return a damaged personalised item — simply send us the evidence and we’ll sort it straight away.
    What we cover:
    • Magnets damaged in transit
    • Significant print quality issues (blurry, incorrect colours due to our error)
    • Wrong size or quantity received
    • Missing items from your order

4. Non-Personalised Items

Non-Personalised Products - 30-Day Return Policy
For non-personalised items (such as gift cards or accessories), we offer a 30-day return policy from the date of delivery. To be eligible:
• Items must be unused and in original condition
• Items must be in their original packaging
• Proof of purchase is required
To start a return, email hello@dearestmoment.co.uk with your order number. Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

5. Refund Process & Timeline

How Refunds Work

Once your refund is approved:

Step  Timeframe
We approve your refund request Within 24-48 hours of receiving evidence
Refund processed to the original payment method Within 10 business days
Fund appear in your bank account  Depends on your bank ( typically 3-5 days after processing)

 

Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card or account.
If you paid by PayPal, refunds are issued directly to your PayPal balance.
If you haven’t received your refund after 10 business days, please check with your bank before contacting us — processing times vary by provider.

9. Exchanges & Reprints

Can I Get a Reprint Instead of a Refund?
Absolutely. If your personalised photo magnets arrive damaged or faulty, we are happy to offer either:
• A free reprint of your original order, dispatched within 1–2 working days
• A full refund to your original payment method
Simply let us know your preference when you contact us and we’ll arrange it immediately.

10. Cancellations

Can I Cancel My Order?
If you need to cancel your order, please contact us at hello@dearestmoment.co.uk as soon as possible.
• Before production begins — we can cancel and issue a full refund
• Once production has started — we are unable to cancel as your personalised magnets will already be in production
• After dispatch — we are unable to cancel or redirect your order
Production typically begins within 1 working day of your order being placed, so please act quickly if you need to cancel.

11. Your Consumer Rights

Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Under the Consumer Rights Act 2015, you are entitled to:
• Goods that are of satisfactory quality
• Goods that are fit for purpose
• Goods that match their description
If your personalised photo magnets do not meet these standards due to our error, you are entitled to a repair, replacement or refund regardless of our policy above.

12. Bulk & Wholesale Orders

Returns on Bulk Photo Magnet Orders


Returns and refunds for bulk wholesale orders (100+ pieces) are handled on a case-by-case basis. If you have an issue with a bulk order, please contact us directly at hello@dearestmoment.co.uk with your order number and details of the issue.
We are committed to resolving all bulk order issues quickly and fairly.

13. Contact & Internal Links

Have a question about your return or refund? Our team is here to help

📧 Email: hello@dearestmoment.co.uk
🕐 Response time: Within 24 hours, Monday–Friday 9am–5pm GMT
You may also find answers in our FAQ page or review our Shipping & Delivery Policy.
Ready to order with confidence? Shop our personalised fridge magnets — backed by our 100% satisfaction guarantee.