Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@poweredbymoments.com. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@poweredbymoments.com

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was confirmed or not. If confirmed, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Cancellation

1. Cancellation by the customer before the order has been received:

1.1. In the case of a custom-made product order, including a custom-made digital illustration and/or a customized framed photo, it is possible to cancel the order up to an hour after it was made, through the website/call with a representative without any cancellation fee. 

Any cancellation within an hour to five hours after the order has been made will be charged at the rate of 5% of the order price or () dollars, the lowest between the two.

If the product has already been sent to the customer through WhatsApp/e-mail for review and confirmation, in the time frame noted or afterward, the customer will not receive a refund of the illustrator’s / designer's working time costs. The customer will be eligible for a refund of the cost of the raw materials, such as the frame, printing, etc.

In the case of a non-customized order, up to the shipment scheduling and before the customer receives the order, the customer can cancel the order, fully or partially. 

The cancellation can be done using a written notification (including e-mail) and/or verbally through the company’s customer service, as stated in clause 5

1.2. If the order is canceled as stated in clause 1, the customer will receive an e-mail confirming the cancellation. The company will issue a refund to the customer within 30 days from the receipt of the cancellation notification, as stated in clause 1.1.

 

2. Cancellation/replacement after the customer received the order:

2.1. Custom-made products:
The company will not allow the replacement of the file/photo after the customer receives the product for confirmation in one of the communication channels provided to the company during the order process.

If the customer decides they want to replace the photo, they will be charged the cost of a new digital file according to the pricing stated on the website. 

Regarding orders of custom-made digital illustrations, the company will allow three revision rounds within the product price. The company will charge every additional round of revisions according to a decided rate.

2.2. After a custom-made order has been sent for customer confirmation through the communication channels stated on the website, the customer will not be eligible for a refund of the working time invested in making the product. The customer must confirm the final custom-made product result before the printing, and the company will provide the final product that the customer confirmed.

 

3. Cancellation or replacement of a product due to damage or mismatch with the specifications on the website: 

3.1. The customer must check the items included in the order upon receiving the delivery. If the received product is damaged, or the product’s specifications are different from the specifications advertised on the website, the customer must contact the company’s customer service by text, mail or call, as stated in clause 5, within 14 days after receiving the product. If the company decides, according to their exclusive and absolute judgment, that the product is damaged, the product will be replaced or canceled, according to the customer's choice. If the customer chooses to cancel the order, the refund will be the cost of the raw materials only.

3.2. If a client requests to cancel the purchase of a damaged product, the following instructions will be applied:

The customer will receive an e-mail confirming the order cancellation; The company and/or a representative on their behalf will contact the customer to schedule a pickup of the damaged product. If the damaged product is returned to the company, the company will refund the customer within 14 days of the cancellation confirmation, as stated in clause 6.4.1, the price paid for the damaged product. In a cancellation due to a damaged product, the company will refund the shipping cost, if the customer paid for it. 

Order cancellation, even if made due to damage, after it was delivered to the customer, is subject to the return of the canceled items to the company. Only when not used, in their original packaging, and as long as all tags are still attached to the product, without any damage, harm, defect or malfunction of any kind. 

 

4. Order cancellation by the company:

The company may cancel the customer’s order,
according to their judgment, in any of the following:

In any case it there are issues in the website,
including payment issues and technical errors. 

In any case, it is required from the company to provide the products.

In any situation an error has occurred in any item presented on the website, including the product’s description and/or product’s price. In any case where it is required from the company to uphold another commitment according to these terms of use.

In the stated situations, the company will notify the customer regarding the cancellation and will refund the cost to the customer within 14 days of the notice, and the customer hereby relinquishes any claim and/or demand and/or lawsuit in the matter.