Refund policy

Returns & Refund Policy

We want you to be happy with your NorthMoments.com order. Because our personalized products are made especially for you, our return policy is different from that of standard, non-personalized products.

Personalized Products

Personalized products that are made to your specifications or clearly personalized cannot normally be returned or exchanged simply because you change your mind.

This means that personalized products cannot normally be returned because:

you ordered the wrong size;
you prefer a different size, colour or design;
you ordered several personalized items to try them and only wish to keep some of them; or
you otherwise change your mind after receiving your order.

Please check the product information, size guide and all personalization details carefully before placing your order.

This does not affect your legal rights if a product is defective, damaged, incorrectly produced or different from what you ordered.

Damaged, Defective or Incorrect Products

We want every NorthMoments.com product to arrive as it should.

Please inspect your order when you receive it. If an item is damaged, defective, incorrectly printed or you receive the wrong product, please contact us at support@NorthMoments.com as soon as possible.

Please include:

your order number;
a short description of the problem; and
clear photographs showing the product and the issue.

We will review the issue and let you know how we can resolve it.

Replacement Products

Where appropriate, our preferred solution for a defective, damaged or incorrectly produced personalized product is to produce and send you a replacement of the same product at no additional cost.

Our goal is simple: if your personalized product has not been produced correctly, we want to make it right.

Depending on the circumstances and your rights under applicable consumer protection law, another remedy may apply if replacement is not possible or appropriate.

Returns

Please do not return a product before contacting us.

In many cases, photographs are sufficient for us to assess a production or printing issue. If we need the original product returned, we will provide you with return instructions.

When a return of a defective or incorrect product is required as part of an accepted claim, the customer will not be charged the necessary return shipping costs.

Returns requested by us should be sent according to the return instructions provided by our customer service.

Products sent to us without prior contact and return instructions may not be accepted.

Size and Fit

Please choose your size carefully before ordering.

Our product pages include size information to help you select the correct size. Because personalized products are made specifically for your order, ordering the wrong size does not normally qualify for a return or exchange.

If the product you receive differs materially from the size specifications provided on our product page, please contact us, as this may constitute a product defect.

Colour and Print Variations

Please note that colours displayed on a computer, tablet or phone screen may differ slightly from the colours of the finished printed product.

Minor variations resulting from the printing and manufacturing process are normal and are not necessarily considered defects.

However, if you believe that your product has a significant printing or production defect, please contact us and send photographs so that we can assess the issue.