Returns & Refunds

If something is wrong

Email hello@pinmymoment.com within 30 days of delivery with:

1. Your order number.
2. A photo of the piece as it arrived — including the packaging if it was damaged in transit.
3. A sentence on what is wrong.

We will reply within one business day with a reprint or a refund. In most cases we do not ask you to send the piece back.

What is covered

• Arrived damaged — cracked glass, bent frame, print defect. Reprint or refund, our choice of remedy unless you prefer one.
• Not as approved — the piece does not match the digital proof you signed off on. Reprint at our cost.
• Print quality below standard — visible banding, wrong colour, crooked mounting. Reprint at our cost.
• Wrong item or wrong size — relative to your order confirmation. Reprint or refund.

Personalized pieces and change of mind

Every PinMyMoment piece is personalized and made to order, which means we cannot resell it. That is why the digital proof step exists: you see the design before we make it, and up to 2 rounds of changes are included. Nothing is produced until you approve it.

For that reason, change-of-mind returns are handled case by case rather than as a blanket right. Email us and we will be reasonable — particularly if the order has not yet entered production, in which case we can usually cancel it cleanly.

Orders that have not shipped

If your piece has not yet entered production, email us and we will cancel and refund the order in full. Once the proof is approved and production begins, the personalized-piece rules above apply.

Refund timing

Refunds are issued to the original payment method. Your bank typically posts the credit within 5–10 business days, though this varies by issuer and is outside our control.

Your statutory rights

Nothing on this page limits any right you have under applicable consumer law. If you believe you are entitled to a remedy we have not offered, tell us and we will look at it again.

Questions? Email hello@pinmymoment.com with your order number.