Refund policy

At Momento Press, we want you to be thrilled with your custom magnets. Because our products are uniquely personalized using your own photos, there are specific guidelines regarding returns and refunds.

1. Change of Mind

Due to the bespoke nature of our products, we do not offer returns, exchanges, or refunds for "change of mind" once an order has been placed or produced. Each magnet is custom-made to your specific requirements and cannot be resold.

2. Photo Quality Disclaimer

We take great pride in our printing process; however, the quality of the final print is highly dependent on the quality of the image you provide.

  • Low Resolution: We are not responsible for blurry or pixelated prints resulting from low-resolution images provided by the customer.

  • Color Variations: Please note that colors may vary slightly from what you see on your screen due to different monitor settings and the printing process on magnetic material.

  • Cropping: We will use our professional judgment to crop photos to fit the magnet size selected. If you have specific cropping requirements, please leave a note at checkout.

3. Damaged or Faulty Items

If your order arrives damaged, has a manufacturing defect, or if we have made an error (e.g., sent the wrong size or wrong photo), we will make it right.

In accordance with Australian Consumer Law, you are entitled to a replacement or refund for a major failure. To lodge a claim:

  1. Notify us within 7 days of receiving your order.

  2. Email hello@momentopress.com.au with your order number.

  3. Include clear photos of the damaged item and the packaging it arrived in.

Once we verify the fault, we will arrange for a replacement to be sent at no extra cost to you or issue a full refund to your original payment method.

4. Lost or Delayed Parcels

While we use reliable shipping partners (Australia Post), occasionally delays occur.

  • An item is not considered "lost" until it has been missing for 15 business days (domestic).

  • If your tracking shows as "Delivered" but you haven't received it, please check with your local post office and around your property before contacting us.

5. Cancellations

If you need to cancel an order, please contact us immediately.

  • If production has not yet started, we can offer a full refund.

  • Once your magnets have been printed, the order can no longer be cancelled or refunded.

6. Return Shipping

In the event that a return of a physical item is required (for assessment of a fault), we will provide you with a pre-paid shipping label. We do not accept returns sent "Collect on Delivery" or without prior authorization.