Refund policy

Because each piece is thoughtfully created just for you, our refund policy is designed to be fair to both you and our artisans — while respecting the unique nature of custom artwork.

✅ Approval Before Shipping

Before your artwork is finalized and shipped, we will email you a photo of the completed piece for your approval. This is your opportunity to confirm that everything looks right. Once you approve, we proceed to ship.

Please review the photo carefully — after your approval, we cannot accept returns or offer refunds simply for a "change of mind."

⚙️ Quality & Damage Issues

If your artwork arrives with a quality issue or is damaged during shipping, we’re here to make it right.

Steps to take:

  • Contact us within 7 days of delivery at info@carvemoments.com
  • Provide your order number and clear photos of the issue

Once confirmed, we will:

  • Remake the piece for free, or
  • Issue a full refund (including original shipping cost)

📦 Return Address (Quality-Related Returns Only)

If a return is approved due to a quality issue or shipping damage, we will provide you with the return shipping address via email after confirming your case.

Please do not send any items back without prior confirmation — returns sent without approval may not be identified or processed.

For international returns, please note that any customs duties, taxes, or import fees incurred during the return process are your responsibility.

💬 Change of Mind / “I Don’t Like It”

Because your artwork is made to order based on your photo and approval, we generally do not accept returns or offer refunds for change of mind.

This includes situations where:

  • You simply don’t like the style
  • You no longer want the item
  • You ordered the wrong product by mistake

Exception: In rare cases and at our discretion, if we agree to accept a return, the following conditions apply:

  • Item must be unused, unaltered, and in original packaging
  • Return shipping cost is paid by you
  • Original shipping cost is non-refundable
  • Refund will be processed after we receive and inspect the returned item

🔄 Refund Processing Time

Once your refund is confirmed, we’ll notify you by email. The refund will be issued to your original payment method within 10 business days.

Please note: Your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven’t received it, please contact us at info@carvemoments.com.

📩 Contact Us

If you have any questions about our Refund Policy, please email us at info@carvemoments.com. We typically respond within 48 hours.