Refund / Cancellations

Returns

We sincerely hope that you are delighted with your bespoke item purchase, we strive to maintain high standards of quality control, however if any items do not meet your expectations, please ring or e-mail us first to see if the problem can easily be sorted out; as most of our keepsake items are bespoke (made specially to order) please do not return goods until you have sent us an email or telephoned us and been given your returns reference number, we will normally replace any faulty parts as bespoke items cannot normally be refunded, unless an error has been made on our part. Please ensure that you report any errors or missing parts within 24hrs of delivery of your item.  If you change your mind then you may return any ‘off-the-shelf' item to us for a full refund (excluding delivery charges) within 14 days from the day following delivery, providing the item when we receive it is unused and in its undamaged, original packaging, suitable for resale, the customer is responsible for the postage costs incurred when returning an item to us, goods must be returned via a secure, traceable method and all tracking numbers should be retained to ensure that the goods do reach us, (we cannot be held responsible for items that go missing in the post or are damaged during transit and we take no responsibility for items sent back to us until we have received them), once the goods have been received and checked, your refund will be processed and you will be credited as necessary. Any items that are sent back to us that are not in a suitable condition may be refused or a full refund may not be issued. Bespoke items will only be exchanged if they are faulty or incorrect and the mistake is on our part. Unfortunately we cannot offer any guarantee on the free chains that are supplied with our necklaces, you only pay for the charms and the chains are supplied free of charge so we are unable to guarantee these items. Returned items should be sent with your returns number to: Customer Support, Borrowed Moments, Unit 12, Trevol Business Park, Torpoint, Cornwall Pl11 2TB.

Cancellations

For off the shelf items you may cancel your order at anytime up to and including shipment date. Once the item is shipped you will need to return the item at your expence for a refund.

For all Custom bespoke items once printed / engraved or customised cancellation cannot be made, these personalised items will be replaced or re-printed if faulty, but cannot be refunded due to them being produced especially for you.

If you are not sure please ask before purchasing, please note that there may be a cancellation fee to any orders that are cancelled after being placed.

Borrowed Moments is part of the BM Group

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