Refund policy

Refund, Returns and Cancellation Policy

Last updated: 15 July 2026

This policy applies to purchases made from Tender Moments Keepsakes through tendermomentskeepsakes.shop.

Nothing in this policy limits or excludes any statutory consumer rights that cannot lawfully be limited or excluded.

1. Change-of-Mind Cancellation

For eligible non-personalised products purchased online, UK consumers may notify us that they wish to cancel their order within 14 days beginning on the day after the goods are received.

After notifying us, the customer must normally return the goods within a further 14 days.

To request a cancellation, email:

sales@tendermomentskeepsakes.shop

Please provide:

  • your full name;

  • your order number;

  • the product you wish to return;

  • the date it was received;

  • your contact information.

A reason is not required for an eligible statutory cancellation, although feedback is appreciated.

2. Personalised and Custom Products

Unless faulty, damaged, incorrect or materially different from their description, we do not normally accept change-of-mind cancellations or returns for:

  • personalised products;

  • customised products;

  • products made to customer specifications;

  • products containing names, dates or messages supplied by the customer;

  • products containing customer-supplied photographs or artwork;

  • made-to-order products created specifically for the customer.

Customers must check all personalisation details carefully before submitting an order.

3. Other Non-Returnable Products

Unless faulty or misdescribed, the following products may not be eligible for change-of-mind returns:

  • sealed hygiene-sensitive goods after the seal has been broken;

  • products that deteriorate or expire rapidly;

  • products that have been used, washed, altered or damaged after delivery;

  • digital products supplied immediately after the customer agreed to immediate supply and acknowledged the loss of the cancellation right;

  • gift cards, where permitted by applicable law.

4. Return Condition

Eligible returned products should be:

  • unused;

  • in their original condition;

  • complete with all supplied parts and accessories;

  • securely packaged;

  • accompanied by proof of purchase;

  • returned in the original packaging where reasonably possible.

Customers may inspect a product as they would reasonably do in a physical shop.

We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and function.

5. How to Request a Return

Before returning a product, contact:

sales@tendermomentskeepsakes.shop

Include your order number and the reason for contacting us.

Do not return a product until we have confirmed that the return is authorised and provided the relevant return instructions.

Unauthorised returns may delay processing and may be sent to an address that cannot receive them.

6. Return Shipping Costs

For eligible change-of-mind returns, the customer is normally responsible for the direct cost of returning the goods.

We recommend using a tracked delivery service and keeping proof of postage. The customer remains responsible for the returned parcel until it is delivered to the approved return address.

Where a product is confirmed to be faulty, damaged, incorrect or misdescribed, we will provide appropriate return instructions and cover reasonable return costs where legally required.

7. Refund Timing

For eligible statutory cancellations, refunds will normally be issued within 14 days after:

  • we receive the returned goods; or

  • the customer provides evidence that the goods were returned,

whichever occurs first.

Refunds will normally be made using the original payment method.

Where required by law, the original basic delivery charge will be refunded. Additional delivery costs resulting from the customer choosing an enhanced or express delivery method may not be refundable.

The customer’s bank or payment provider may require additional time to display the refund.

8. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if a product is:

  • damaged;

  • faulty;

  • incorrect;

  • incomplete;

  • materially different from its description;

  • not fit for its stated purpose.

Email sales@tendermomentskeepsakes.shop and provide:

  • your order number;

  • a clear description of the issue;

  • photographs of the product;

  • photographs of the packaging;

  • a photograph of the delivery label where relevant.

Please retain the product and all packaging while the matter is investigated.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction or refund.

9. Personalisation Errors

If we make an error and the product does not match the personalisation details accepted in the order, contact us with photographs and the order number.

If the product matches the spelling, wording, date, photograph, design or other information submitted by the customer, it will not normally be considered faulty merely because the customer later discovers that the submitted information was incorrect.

10. Order Changes

Contact us immediately if you wish to request an order change.

We cannot guarantee that changes will be possible once the order has been accepted or production has started.

Personalised or made-to-order products cannot normally be altered or cancelled after production begins.

11. Refused, Uncollected and Undeliverable Parcels

Refusing a parcel or failing to collect it does not automatically qualify an order for a full refund.

Where a parcel is returned because it was:

  • refused;

  • not collected;

  • addressed incorrectly;

  • undeliverable because of customer-supplied information,

we may deduct any legally permitted delivery, return-to-sender and reasonable handling costs.

Personalised products that cannot reasonably be resold may not qualify for a change-of-mind refund.

This does not affect rights relating to faulty, damaged or misdescribed goods.

12. Exchanges

Where an exchange is available, it must be authorised before the original item is returned.

Personalised items cannot normally be exchanged unless they are faulty, damaged, incorrect or misdescribed.

Product availability cannot be guaranteed until an exchange is approved.

13. Return Address

Do not send products to our business address without prior authorisation.

After approving a return, we will provide the correct return address and instructions by email.

14. Contact Information

Tender Moments Keepsakes
16 Poppy Meadows
Hadleigh
SS7 2FA
United Kingdom

Email: sales@tendermomentskeepsakes.shop
Telephone: +44 7446 398728