Terms of service

Terms and Conditions

Last updated: 15 July 2026

These Terms and Conditions apply to the use of tendermomentskeepsakes.shop and to purchases made from Tender Moments Keepsakes.

By accessing our website, creating an account or placing an order, you agree to these Terms and Conditions and the policies referenced within them.

1. Business Information

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

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

Throughout these Terms, “we”, “us” and “our” refer to Tender Moments Keepsakes.

2. Eligibility

You must be at least 18 years old or have the permission and supervision of a parent or legal guardian to place an order.

You must provide accurate, current and complete information when using the website.

3. Products

We sell keepsakes, gifts, decorative products, personalised products and related items.

We make reasonable efforts to display product descriptions, photographs, colours, measurements, materials and finishes accurately.

However:

colours may vary between screens;
measurements may vary slightly;
handmade products may have minor natural differences;
personalised products may have reasonable production variations;
packaging may change without materially changing the product.

Minor variations that do not materially affect the product’s quality, appearance or intended function will not normally be considered defects.

4. Personalised Products

Customers are responsible for checking:

names;
dates;
messages;
spelling;
punctuation;
capitalisation;
photographs;
colours;
layouts;
product options.

We normally manufacture the product using the information submitted during checkout or subsequently approved by the customer.

We are not responsible for errors contained in information submitted or approved by the customer.

Once production has started, personalised and made-to-order products cannot normally be changed or cancelled.

We may reject submitted material that is unlawful, abusive, discriminatory, defamatory, fraudulent, infringing or technically unsuitable.

By submitting photographs, wording, artwork or other material, the customer confirms that they own it or have permission to use it.

5. Orders

Submitting an order is an offer to purchase products from us.

An automatic order confirmation confirms that we received the order. It does not necessarily mean that the order has been finally accepted.

A contract is formed when we accept and begin processing the order or otherwise confirm acceptance.

We may reject or cancel an order where:

the product is unavailable;
payment cannot be authorised;
information is incomplete;
the price or description contains an obvious error;
fraud or unauthorised activity is suspected;
delivery is not reasonably possible;
personalisation content breaches these Terms;
the order cannot legally be fulfilled.

Where payment has already been taken for a cancelled order, the relevant amount will be refunded.

6. Prices

Prices are displayed in the currency shown on the website.

The total amount payable, including delivery charges and taxes collected by us, will be displayed before checkout is completed.

Prices may change at any time. Changes will not normally affect orders already accepted.

We reserve the right to correct obvious pricing errors. Where an obvious error affects an order, we may cancel the order and issue a refund or invite the customer to place a corrected order.

7. Payment

Payment must be completed using a payment method offered during checkout.

Payment may be processed by Shopify Payments or another third-party payment provider.

We do not normally receive or store complete payment-card details.

We may delay or cancel an order where payment is declined, cannot be verified or appears unauthorised.

8. Promotions and Discount Codes

Discount codes:

must be used before expiry;
may apply only to selected products;
may require a minimum order value;
cannot normally be exchanged for cash;
may not be combined unless stated;
must be entered before checkout is completed;
may be withdrawn where fraud, misuse or an error is identified.

Refunds for discounted products will be based on the amount actually paid.

9. Delivery

Delivery estimates are stated in our Shipping and Delivery Policy.

Delivery dates are estimates unless we expressly confirm a guaranteed service.

We are not responsible for delays caused by matters outside our reasonable control, including:

postal disruption;
severe weather;
customs checks;
transport interruption;
strikes;
incorrect addresses;
government restrictions;
carrier delays.

10. Delivery Information

The customer must provide a complete and accurate delivery address.

We are not responsible for delivery failure or loss caused by incorrect or incomplete customer-supplied information.

Where a parcel is returned because of an incorrect address, refusal, non-collection or failed delivery, the customer may be required to pay additional delivery charges before redelivery.

11. Risk and Ownership

Risk of loss or damage normally passes to the customer when the goods are delivered to the customer or to a person identified by the customer.

Ownership passes after full payment has been received and the goods have been delivered.

12. Cancellation and Returns

Eligible cancellation and return rights are explained in our Refund, Returns and Cancellation Policy.

Personalised, customised and made-to-order products cannot normally be cancelled or returned for change of mind after production has started.

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

13. Faulty or Misdescribed Products

Nothing in these Terms excludes rights that cannot lawfully be excluded.

Products must be of satisfactory quality, as described and fit for their stated purpose where applicable.

Customers should contact us promptly if a product is faulty, damaged or materially different from its description.

We may request photographs, packaging information or other reasonable evidence before determining an appropriate remedy.

14. Customer Accounts

Customers are responsible for:

maintaining accurate account information;
protecting passwords;
preventing unauthorised account access;
notifying us of suspected unauthorised activity.

We may suspend or close accounts used for fraud, abuse, unlawful activity or serious breaches of these Terms.

15. Reviews and Customer Content

By submitting a review, photograph, testimonial or other content, you confirm that:

it is based on a genuine experience;
it is accurate to the best of your knowledge;
you have the right to submit it;
it does not infringe another person’s rights;
it is not unlawful, misleading, threatening or defamatory.

You grant us a non-exclusive, worldwide, royalty-free licence to display and use submitted content in connection with our store and marketing, subject to applicable law.

We may remove content that breaches these conditions.

16. Intellectual Property

Our original website content, including text, graphics, product photography, page design and branding, is owned by or licensed to Tender Moments Keepsakes unless stated otherwise.

Customers may use the website for personal shopping purposes.

You must not copy, reproduce, sell, republish, distribute, modify or commercially exploit our content without prior written permission.

17. Prohibited Activities

You must not:

use the website unlawfully;
submit fraudulent orders;
interfere with website security;
introduce malware or harmful code;
attempt unauthorised access;
collect website or customer data without permission;
impersonate another person;
infringe intellectual property or privacy rights;
misuse discount codes or payment systems;
submit unlawful or abusive content.

18. Third-Party Services

Our website may use third-party services including Shopify, payment processors, delivery companies, analytics services and social-media platforms.

We are not responsible for independent third-party websites, availability, content or privacy practices.

19. Website Availability

We do not guarantee that the website will always be uninterrupted, available or error-free.

We may update, suspend or restrict the website for maintenance, security, legal or operational reasons.

20. Product Use and Safety

Products should be used only for their intended purpose and in accordance with supplied instructions.

Decorative products are not toys unless expressly described as toys.

Customers should keep products containing small parts, cords, ribbons, glass, magnets or detachable decorations away from babies and young children where appropriate.

We are not responsible for damage caused by misuse, unauthorised alteration, failure to follow instructions or normal wear and tear.

21. Liability

We do not exclude or limit liability where doing so would be unlawful, including liability for:

death or personal injury caused by negligence;
fraud;
fraudulent misrepresentation;
statutory rights that cannot be excluded.

To the extent permitted by law, we are not responsible for:

losses that were not reasonably foreseeable;
business losses incurred by a consumer;
damage caused by misuse;
loss caused by incorrect customer information;
delays caused by events outside our reasonable control.

22. Events Outside Our Control

We will not be responsible for delay or failure caused by events outside our reasonable control.

Such events may include severe weather, natural disasters, epidemics, war, civil disturbance, transport disruption, labour disputes, internet outages, customs delays, government action or supplier interruption.

We will take reasonable steps to reduce the effect of such events.

23. Changes to These Terms

We may update these Terms when our services, business practices or legal obligations change.

The version in force when an order is accepted will normally apply to that order.

24. Governing Law

These Terms are governed by the laws of England and Wales.

Customers may also benefit from mandatory consumer protections applicable in their place of residence.

Nothing in these Terms removes any mandatory consumer rights or prevents a consumer from bringing a claim in a court with lawful jurisdiction.

25. Contact