We stand behind the work we create for you.
Every Momentz frame goes through a dedicated design and production process. For customized products, our designers spend hours carefully creating your design, making sure your memories are presented the way you've approved.
That's why we don't treat every order like a standard off-the-shelf product.
Before your customized frame goes into production, you get the opportunity to review and approve your final design. Once approved, we carefully print, frame and pack it for delivery.
If something goes wrong on our end, we'll make it right.
30-Day Replacement Warranty
Every eligible Momentz product is covered by our 30-day replacement warranty.
The 30-day replacement warranty specifically covers print quality issues that develop after you receive your product.
If the print quality fades or deteriorates within 30 days of delivery, please contact us with clear photographs of the issue. Once the issue is verified, we'll arrange a replacement of the same approved product/design.
What is covered under the 30-day warranty?
The 30-day replacement warranty covers:
- Print quality fading or deterioration within 30 days of delivery
That's what this warranty is designed to protect you against.
What If Your Product Arrives Physically Damaged?
We take great care when packing your frame, but physical damage can sometimes occur during transportation.
If your frame arrives physically damaged, this is handled separately from the 30-day replacement warranty.
To protect both you and us, please record a continuous, unedited video of your package before opening it.
Here's what you need to do:
1. Record before opening.
Before opening the package, start recording a clear video showing the entire package from all sides. Make sure the shipping label and any visible damage to the package are clearly captured.
2. Open the package while recording.
Continue recording while opening the package and unpacking the frame. Do not stop the recording between opening the package and revealing the product.
3. Show the product clearly.
If the frame has been physically damaged during transit, make sure the damage is clearly visible in the video.
This unboxing video allows us to establish that the physical damage occurred during transportation and before the product reached you.
Why is the unboxing video important?
A continuous unboxing video provides clear evidence of the condition of the package and product at the time of delivery. It allows us to verify transit damage and process a replacement fairly and quickly.
Without a clear unboxing video showing the package being opened, transit-damage replacement requests may not be eligible.
If your product is physically damaged when you receive it, please contact us immediately after opening the package and share the unboxing video along with your order number.
If the damage is verified as transit-related, we'll arrange a replacement of the same approved product/design.
Physical Damage After Delivery
The replacement protection for physical damage applies only to damage that is clearly established as having occurred during transit, through the required unboxing video.
Physical damage that occurs after the product has been delivered and accepted is not covered under the 30-day replacement warranty.
This includes damage caused by:
- Accidental drops
- Mishandling
- Improper installation or hanging
- Impact or external force
- Any other damage occurring after delivery
The 30-day replacement warranty is for print quality, not for physical damage that occurs after delivery.
What If There Is an Error in My Final Product?
For customized products, your design is created specifically for you and is shared for your approval before it goes into production.
If the final product contains a printing or production error caused by our team, please contact us with your order details and supporting photographs.
If the issue is verified as a Momentz production or printing error, we'll arrange a replacement.
Your Design Approval Matters
Customized products go through a dedicated design process before production.
Once your final design has been shared with you, you have the opportunity to review details such as:
- Names
- Dates
- Photos
- Text
- Layout
- Overall design
Once you approve the design, it moves into production.
After approval, the design is considered final.
A replacement request cannot be used to make changes to an already-approved design.
For example, a replacement does not apply if you later decide that you:
- Want to use different photographs
- Want different wording
- Want a different layout
- Want to change the design
- No longer like the design you approved
The replacement warranty exists to protect you against print quality issues, verified transit damage, and printing or production errors from our side — not to reopen an approved customization.
Need to Cancel Your Order?
If you need to cancel an order, please contact us within 12 hours of placing your order.
We'll check the status of your order and, where possible, process the cancellation before the design or production process moves forward.
Once work has begun on your customized order, cancellation may no longer be possible because your product is being created specifically for you.
How Does a Replacement Work?
Once your replacement request has been reviewed and approved, we'll arrange production of the same approved product/design and ship the replacement to you.
A replacement does not restart or modify the customization process.
If your original product was approved and produced correctly but you later want changes to the design, that would be considered a new customization request rather than a warranty replacement.
What Information Do We Need?
To help us resolve a genuine replacement request quickly, please provide:
- Your order number
- Your name and contact details
- A brief description of the issue
- Clear photographs of the product
- Your complete unboxing video, where the issue relates to transit damage
This helps our team understand exactly what happened and determine whether the issue falls under the applicable replacement policy.
Our Promise
We put genuine time, skill and care into every Momentz frame.
From the designer creating your artwork to the team printing, framing and packing it, your order passes through people who care about the final result.
Our 30-day replacement warranty is our way of giving you confidence in the print quality of the product we create for you.
If the print quality fades or deteriorates within 30 days of delivery, we'll stand behind our work and arrange a replacement once the issue is verified.
And if your product arrives physically damaged during transit and you've recorded the required unboxing video, we'll make sure you're taken care of there too.
Your memories deserve to be made right. ❤️