Refund policy

Last updated: 01 July 2026

At OurMoments, every frame is personalized just for you, and we want you to love it. Here's how we handle returns, replacements, and refunds.

Personalized Items

Because each frame is custom-made with your photos and details, we're unable to accept returns or exchanges for reasons like change of mind, wrong size preference after the fact, or similar personal reasons. We really appreciate your understanding here — it's what lets us keep every order made just for you.

Damaged or Defective Items - Free Replacement

If your frame arrives damaged, defective, or with a print/production error on our end, don't worry — we've got you covered with a free replacement.

Simply:

  1. Contact us within 3 days of delivery via WhatsApp (03134717359) or email (store.ourmoments@gmail.com)
  2. Share a few clear photos of the issue (the frame, the packaging, and any visible damage)
  3. Our team will review it and get a replacement moving for you at no extra cost

We handle these on a case-by-case basis and always aim to make it right — your happiness with your frame matters to us.

Wrong or Incorrect Orders

If we made a mistake on our end (wrong photo, wrong text, wrong frame color from what you ordered), reach out the same way above within 3 days of delivery, and we'll correct it for you with a free replacement.

Refunds

Since replacements are our go-to way of making things right, refunds are considered only in cases where a replacement isn't possible. Where a refund is approved, it will be processed via bank transfer within 3 business days.

Questions?

We're always happy to help - just reach out:

  • WhatsApp: 03134717359
  • Email: store.ourmoments@gmail.com
  • Website: ourmoments.pk