Refund policy
All Moment Deck products are custom-made on demand. Each order is uniquely created based on your uploaded designs and specifications. Because of this, we do not accept returns or offer refunds except in cases of defects or errors on our part.
Pursuant to EU Consumer Rights Directive 2011/83/EU, Article 16(c), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
For questions about our policy, contact us at hello@momentdeck.com.
Response time: We aim to respond to all enquiries within 48 hours during business days. We don't monitor emails on weekends, so weekend enquiries will receive a response by Tuesday at the latest.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.Wrong Order Received
If you receive the wrong order (not what you designed), contact us and we'll make it right. We'll send you the correct order at no additional cost.Quality Issues
If something isn't right with your order – printing errors, colour issues, or other quality problems – please contact us. We'll review your case and do our best to make it right for you.This may include:
- Reprinting your order
- Partial or full refund
- Discount on a future order
Damaged in Shipping
We pack all orders carefully and securely. If your cards arrive damaged, reach out to us with photos of the damage and packaging. We'll review your case and see what we can do.Exceptions / Non-Returnable Items
Custom products (including all Moment Deck cards) cannot be returned as they are personalized items made specifically for you.We also do not accept returns for:
- Sale items or gift cards
- Perishable goods (such as food, flowers, or plants)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Please get in touch if you have questions or concerns about your specific item.
What We Cannot Refund
We cannot offer refunds or replacements for:
- Change of mind – You no longer want the product
- Design errors you made – Typos, wrong images, or design mistakes you didn't catch in the preview
- Colour variations – Slight differences between screen preview and printed product (due to screen calibration and printing processes)
- Low-quality uploaded images – Blurry prints due to images below our 300 DPI recommendation
- Customs refusal – If you refuse delivery due to customs/duty charges
Order Cancellations
We cannot cancel orders once production has started.
If you need to make a change, contact us at hello@momentdeck.com as soon as possible. If your order hasn't entered production yet, we may be able to help.
Refunds
Refunds are only provided in cases where the error was on our part (wrong order, quality defects, or shipping damage). To request a refund, contact us with photo evidence of the issue. Physical return of products is not required.
If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@momentdeck.com.
Shipping costs are non-refundable unless the error was ours.
Tips to Avoid Issues
To ensure you're happy with your order:
1. Use high-quality images – 300 DPI minimum for best results
2. Check your preview carefully – Our editor shows exactly how your cards will look
3. Proofread all text – Your cards are printed exactly as you submit them
4. Verify your shipping address – We can't change it once production starts
Contact Us
If you have any questions or concerns about your order:
Email: hello@momentdeck.com
We're here to help and will do our best to resolve any issues!