Refund policy

At MomentAura, we take immense pride in the quality and personalisation of every product we create. Because each item is made specifically for you — with your name, your message, your date

— our return policy reflects the unique nature of custom-made goods.

 

 

Our Commitment to You

We stand behind the quality of every product we ship. If your item arrives defective, damaged, or different from what you ordered, we will make it right — no questions asked.

 

What We Accept Returns For

•       Items that arrive damaged or defective

•       Items with incorrect personalization (e.g. wrong name, wrong date) due to our production error

•       Items that are significantly different from the product description or photos

•       Items lost in transit with no delivery confirmation

 

What We Cannot Accept Returns For

•       Personalizeditems where the customer provided incorrect spelling, name, or details at checkout

•       Items where the customer has changed their mind after production has begun

•       Final Sale items or items purchased during promotional clearance events

•       Items that have been used, washed, or altered after delivery

•       Size exchanges on personalized garments (please refer to our size guide before ordering)

 

How to Initiate a Return or Complaint

•       Contact us within 7 days of receiving your order

•       Email: momentaura578@gmail.com with your order number and photos of the issue

•       We will respond within 48 business hours

•       Approved claims will receive a replacement or full refund within 7–14 business days

 

Refund Method

Refunds are issued to your original payment method (M-Pesa or card). M-Pesa refunds are processed within 3–5 business days. Card refunds may take 5–10 business days depending on your bank.

 

Exchanges

We do not offer direct exchanges on personalized items. If your order qualifies for a return, we will issue a refund and you are welcome to place a new order with the correct details.