Return & Refund Policy

At Moments by Sanne, each order is prepared especially for you. Many of our physical products are produced on demand after your order is placed. We want you to be happy with your purchase and will always assist you if an item arrives damaged, defective, incorrect, or does not match your order.

This Return & Refund Policy explains your rights and our return procedures. Your statutory consumer rights under the laws applicable in your country or region always remain unaffected.

European Union – Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

If an order contains multiple items delivered separately, the withdrawal period starts when you, or a third party designated by you, receives the final item of the order.

To exercise your right of withdrawal, please contact us within 14 days of delivery and clearly state that you wish to withdraw from your purchase.

After notifying us of your withdrawal, you must return the eligible item(s) within 14 days.

Please contact us before returning any item. We will provide the appropriate return instructions and return address. Products may be produced and shipped by different production partners, so the correct return location can vary.

Return shipping costs

Unless the product is faulty, damaged, incorrect, or otherwise covered by mandatory consumer protection law, the customer is responsible for the direct cost of returning the item.

We strongly recommend using a trackable shipping service. We cannot be responsible for returns that are lost during return shipping.

Refunds following withdrawal

If you validly exercise your right of withdrawal, we will refund the payments received for the returned item(s), including the cost of our least expensive standard delivery option where required by law.

Additional shipping charges resulting from choosing an expedited or more expensive delivery method are not refundable beyond the cost of standard delivery.

We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will normally be issued using the original payment method.

We may make a deduction from the refund for any reduction in value caused by handling the product beyond what is reasonably necessary to establish its nature, characteristics, and functioning.

United Kingdom

Customers in the United Kingdom generally have the right to cancel an eligible online purchase within 14 days after receiving the goods.

After informing us that you wish to cancel, you generally have another 14 days to return the goods.

Unless the item is faulty, damaged, incorrect, or applicable law requires otherwise, you are responsible for the cost of returning the goods.

Where required by UK consumer law, we will also refund the standard outbound delivery charge. Any additional amount paid for express or upgraded delivery is not refundable beyond the cost of our standard delivery service.

The exclusions for personalised and custom-made products described below may apply.

Personalised and Custom-Made Products

Certain products that are made specifically according to your personal choices or are clearly personalised may not qualify for a change-of-mind withdrawal or cancellation right where permitted by applicable law.

This may include, for example, products personalised with:

• a name
• a date or year
• custom wording
• other customer-specific personalisation

Please check the product description before ordering.

A product being produced on demand does not by itself mean that it is personalised. This exclusion applies only where the product genuinely meets the applicable legal requirements for personalised or custom-made goods.

This exception does not affect your rights if a personalised product arrives damaged, defective, incorrect, or does not match what you ordered.

United States and Other Countries

For customers outside the European Union and United Kingdom, we do not generally accept returns or exchanges solely because of a change of mind, unless applicable local consumer law requires otherwise.

Because many of our products are produced individually after an order is placed, please carefully check the product description, dimensions, colours, selected options, and delivery information before placing your order.

This does not limit any mandatory consumer rights that apply in your country, state, province, or territory.

Canada

For Canadian customers, change-of-mind returns are not generally offered unless required by applicable provincial or territorial law.

Consumer protection rules can differ between Canadian provinces and territories. Nothing in this policy excludes rights that cannot legally be excluded under applicable Canadian consumer protection legislation.

If an item is defective, damaged, incorrect, materially different from its description, or if you believe you have a statutory right to cancel your order, please contact us and we will review your request in accordance with the applicable law.

Australia

We do not offer change-of-mind returns for Australian customers unless specifically stated otherwise.

Our products come with rights and remedies that may apply under the Australian Consumer Law. Nothing in this policy excludes or limits any consumer guarantee or other right that cannot legally be excluded.

If your product is faulty, damaged, unsafe, significantly different from its description, or otherwise fails to meet an applicable consumer guarantee, please contact us so that we can provide an appropriate remedy as required by law.

Depending on the circumstances, this may include a repair, replacement, or refund.

New Zealand

We do not generally provide refunds or exchanges for a change of mind for customers in New Zealand.

Nothing in this policy limits any rights available under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer legislation.

If an item is faulty, damaged, incorrect, or fails to meet an applicable consumer guarantee, please contact us so that we can determine the appropriate remedy.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, misprinted, or you receive the wrong product, please contact us as soon as reasonably possible.

To help us resolve the issue, please include:

• your order number
• a description of the problem
• clear photographs of the item
• photographs of the packaging where relevant

Depending on the circumstances and applicable consumer law, we may offer a replacement, repair, refund, or another appropriate solution.

Please do not return a damaged or defective item unless we have asked you to do so. In many cases, photographs are sufficient for us and our production partner to investigate the issue.

Where applicable law requires us to cover reasonable return costs for a faulty or non-conforming product, we will do so.

Items That Cannot Be Returned for Change of Mind

Subject to applicable consumer law, we do not accept change-of-mind returns for:

• clearly personalised products
• products made according to customer-specific instructions
• digital downloads once the applicable right of withdrawal has been validly waived or lost
• gift cards
• products specifically identified as non-returnable where permitted by law

These exclusions never remove statutory rights relating to faulty, damaged, incorrect, or misdescribed goods.

Digital Products

Digital downloads are subject to different cancellation rules from physical goods.

Where required by law, customers may be asked to expressly consent to receiving digital content immediately and acknowledge that this may result in the loss of their statutory right of withdrawal once downloading or access begins.

Digital products that have already been downloaded or accessed are generally non-refundable except where required by applicable consumer law.

Exchanges

We do not offer direct exchanges.

If you are entitled to return an eligible item, please contact us first. Where appropriate, you can place a separate order for the replacement product.

This does not affect any statutory right to a replacement for defective or non-conforming goods.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders are often sent to our production partners shortly after they are placed. Once production has started, we may not be able to stop the order.

However, this does not limit any statutory cancellation or withdrawal rights that apply to you under applicable consumer law.

Personalised goods may be excluded from statutory change-of-mind cancellation rights where permitted by law.

Unclaimed, Refused or Incorrectly Addressed Orders

Customers are responsible for providing a complete and accurate shipping address.

If an order cannot be delivered because an incorrect or incomplete address was provided, or because the parcel was refused or not collected, please contact us.

Any refund, replacement, or reshipment will be considered based on the circumstances, the carrier's handling of the shipment, our production partner's policies, and applicable consumer law.

Additional shipping costs may apply where legally permitted.

How to Request a Return

Before returning any product, please contact us through our contact page or at:

momentsbysanne@gmail.com

Please include your order number and the reason for your request.

Do not send products directly back to the address printed on the shipping package without contacting us first. Some products are produced by different production partners and the shipping origin may not be the correct return address.

We will provide return instructions where a return is required.

Refund Processing

Once an eligible refund has been approved, it will be issued to your original payment method.

Your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

Your Statutory Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify rights or remedies that cannot legally be excluded under the consumer laws applicable to you.

Where this policy conflicts with mandatory consumer protection law, the mandatory legal requirement will apply.

Last updated: 26 September 2026