Refunds & Returns Policy

Last updated: 1st September 2025

At Starry Moments, every print is custom-made with your chosen details, making each piece unique to you. Because of this, different rules apply to personalised items under UK law.

1. Personalised Items

• As our Products are personalised and custom-made, they are non-refundable and non-returnable under the Consumer Contracts Regulations 2013.

• This means you cannot cancel or return an order once it has been placed, unless the item is faulty, damaged, or incorrect due to our error.

2. Faulty or Damaged Items

• If your order arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery with photographs of the issue.

• We will offer you a replacement or a refund.

• Refunds (if approved) will be made to your original payment method within 14 days.

3. Order Errors

• Please check your personalisation details carefully before ordering (e.g. names, dates, times, locations).

• We cannot offer refunds or replacements if incorrect details were provided by you at checkout.

4. Non-Personalised Items

• If we offer any non-personalised items in the future, you will have the right to cancel your order within 14 days of delivery, return the item, and receive a full refund. Return postage will be your responsibility unless the item is faulty.

5. How to Contact Us

If you need to report a damaged or faulty item, or have any questions about this policy, please contact us:
Email: support@starrymoments.co.uk