Refund policy

About Us

Personal Moments Ltd

• Registered in England and Wales: number 11699374
• VAT registration number: GB 363759560

Cancellation of an Order

You can cancel your order under 3 circumstances:

1. You may cancel your order before we have commenced any work on your order

• (a full refund will be given in this instance)

2. There is a 30 calendar day cooling off period for certain items ordered online - this excludes any personalised items or custom made products.

• If your order includes personalised products and the creation of any artwork has already been started,  a charge will apply. This charge will depend upon the item(s) ordered. If your item has been printed or dispatched we cannot cancel your order.

3. Faulty goods

• You should inspect any goods received as soon as you can after delivery and notify us if you consider they are defective as soon as possible. If the goods are incorrect, faulty or defective you are entitled to either:

• During the first 14 days after the delivery date

   • ask us to reimburse the price paid for the relevant goods via the payment method used to purchase the goods.

• During the first 6 months after the delivery date: ask us to repair the goods at our own expense

   • ask us to supply replacement goods free of charge.

Pricing

The prices for direct sale to individual consumers for an order will be those shown on this website at the date and time that the order is received. Prices shown on this site include VAT, where and to the extent that VAT is required to be applied to the product under UK VAT law. Whilst we will not normally increase the price of product between order and dispatch, we reserve the right, by giving notice to you at any time before delivery, to increase the price of the goods to reflect any increase in the cost to us which is due to any factor beyond our control (such as, without limitation, any foreign exchange fluctuation, significant increase in the costs of labour, materials or other costs of manufacture).

In the unlikely event of there being such an increase in the price of the goods, we will contact you and you may cancel your order if you wish.

Availability

We update our availability information regularly but occasionally a product may run out between updates.

We do our best to dispatch your products within the lead time shown on the product page when you order. If this is not possible, your order will be sent out as soon as the goods become available. If we can't supply your order within 14 days, we will notify you and we will cancel the order. The dispatch and delivery times shown are approximate and delays can sometimes occur. Delivery times are based on working days (Monday - Friday, excluding Public Holidays).

Payment

All product prices and delivery charges are shown in UK pounds sterling. When we provide any goods to you under these terms and conditions, payment must be received before any goods are dispatched. We accept payment by Visa, Mastercard, Maestro and Paypal. 

On rare occasions when we go to pick your item(s) we may find that it is damaged or we do not have the item in stock. In these circumstances, we will have charged your credit / debit card expecting to dispatch your item(s). Therefore, we will refund the order and re-order the item(s) on your behalf. Your statement will show a charge and refund in short succession. We will then charge your card when the item(s) comes back into stock and we are ready to dispatch it.

Delivery

The goods will be delivered to you, the buyer, or to your nominated recipient, to the name and address provided by you on the order form. Title to the goods will pass to you on payment in full of the price of the goods. The risk of the goods shall pass to you upon dispatch to this address. Any time or date for delivery by us is provided to you in good faith but is an estimate only and no liability will be accepted for any loss whatsoever suffered or caused through late delivery or non-delivery.

Please examine your goods at the time they are delivered - any damaged or defective goods, or incorrect or incomplete orders, must be reported to us with 48 hours in accordance with our Returns Policy.

If we have not been notified within this period then the goods will be deemed to have been delivered undamaged, without defect and in accordance with the dispatch. Notwithstanding these contractual conditions, we are proud of the quality of our products and want you to be happy with the products you have purchased from us. In the event of any dissatisfaction, please contact us and we will do all that we can do to put things right.

Customer Designs/Artwork

As you are inputting your information onto the design please ensure it is correct as we are not help responsible for any errors on your part. You will be asked to order and submit the design and once this comes through to us it cannot be changed. If you are ordering a customer design a proof will be sent to you via email. Please check all proofs thoroughly - we cannot be held responsible for errors found once a proof has been agreed.

Colours can vary greatly from one monitor to another and so are not necessarily representative of the printed products. 

All designs, artwork, and proofs are owned by Personal Moments Ltd and cannot be reproduced by any other individual or company without our consent.