Refund policy

Hi moment. family! We hope that you are always happy with your order. Unfortunately, we do apologise that used candles or certain types of items cannot be returned / exchanged / refunded at this moment, like custom products (such as special orders or personalised candles), change of mind, sale items or gift cards.

Despite that, please inspect your order upon arrival if the item is defective or damaged during transit period, or if you received the wrong item. Take the proof on it, so then we can evaluate the issue straight away. We'll be more than happy to cover the replacement and refund the item as long as it has met our criteria to be returned.

We'll try to accommodate the issues at our best and please read carefully "The Returns Policy & Process" as following below :

The Returns Policy & Process  [FAULTY/DAMAGED/WRONG Products]

I. Take a photo of the damage or defective or wrong item that includes as below: 

-The packaging,

-The parcel label (clearly showing the reference number),

-And the damage / defective / wrong item

Please make sure the image shows & displayed of all points above in the one photo. 

II. Contact us immediately at hello@momentmt.com with subject : "RETURN (ORDER NUMBER)" within 3-days, which means you have 3-days after receiving your item to request a return. Please write a statement to indicate whether you require a refund or replace the items (with the same product & value). 

III. Products can be returned to us within 14 working days from date of delivered. Please ensure that the products are unused and in original condition. You’ll also need the receipt or proof of purchase. This return process requires the customer to return the purchase, including the free of charge item(s) regarding the promotional offers (such as gift with purchase, gift sets and bags, free of full size product, samples).

IV. Once we've received your return, we will inspect them straight away. If your return is approved, we’ll send you an email for a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

V. The products replaced will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. 

VI. The Refund process will be made against the original payment method used. Please note that the refunds excluding the initial delivery charge. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

VII. If you have any further questions, please contact us at hello@momentmt.com.

 

NOTES:

*Returns process only eligible for these issues: defective or damaged during transit period, or if you received the wrong item.

*Unfortunately, only domestic parcels can be returned.