Refunds and Returns

Returns and Refunds Policy

At Moon Phase Prints, we take pride in delivering high-quality, personalised moon prints that commemorate special moments. As each product is customised to your specific order, we have outlined our returns and refunds policy below.

Personalised Items

All of our products are personalised and made to order. This means we cannot accept returns, as the items cannot be resold or reused in any way. We encourage all customers to thoroughly review their design using the preview feature on our website before placing an order.

Refunds and Replacements

In accordance with UK consumer law and US consumer law, personalised items are not eligible for returns unless the product is faulty or damaged. We only offer refunds or replacements in the following cases:

  • Damaged Products: If your item arrives damaged, please notify us within 14 days of delivery. We will require clear photographs of the damage, including a visible image of the front design, to verify that it matches the order. Upon confirmation, we will arrange a replacement or issue a full refund.
  • Incorrect Design: If you receive someone else’s design due to an error on our part or by the delivery service, we will replace the item at no extra charge or offer a full refund. Please provide photos of the received product so we can resolve the issue swiftly.

IMPORTANT

Unfortunately, we cannot offer refunds or replacements for customer errors (such as incorrect date, time, or location entered during the order process) or if you are unhappy with the chosen design. The preview feature on our website is provided to ensure customers can see the final design before completing their order.

Cancellation

Orders can be cancelled for a full refund before production begins. Once the item has entered production, been shipped, or is in transit, cancellations are no longer possible. We recommend customers review their details carefully before placing the order and notify us of any issues no later than the following morning.

Orders Lost in the Post

If the tracking status shows that your order has been marked as delivered but you cannot find it, please:

  1. Check with your neighbours or look around any safe delivery areas at your home.
  2. Contact the delivery service to gather more information about the location of the delivery.

Please note, if the delivery service confirms that the item was delivered (and delivery receipts show it as such), and the address provided was correct, please get in touch with us and we'll work this together.

If your order has not been delivered within 6 business days from the last day of the estimated delivery window, please contact us. In these cases, we will either replace the item or issue a full refund.

Refund Process

If a refund is due, we will process it within 7-10 business days, depending on your bank. The refund will be sent to the original payment method used during the transaction.