Refund policy

Effective 27 July 2026

Every 3D Moment is personalised and made to order, often to hold a very precious memory. Here is exactly how we look after you if something is not right.

The Remake Promise

If the print doesn't do the photo justice, we print it again, free. If something about your Moment isn't right, reply to your order email or contact admin@3dmoments.co and we will sort it. This promise is in addition to your rights under Australian Consumer Law, never instead of them.

Before your order is printed

You can change or cancel your order for a full refund any time before printing starts. Email admin@3dmoments.co with your order number and what you would like to do.

Change of mind after printing

Because each piece is made to your photo and personalisation, we cannot accept change-of-mind returns once printing has begun; a personalised keepsake cannot be restocked or resold. Please choose your size and design carefully, and if you are unsure about anything before ordering, just ask: we reply quickly and honestly.

Arrived damaged

If your 3D Moment arrives damaged, we will make it right. Email admin@3dmoments.co with your order number and a couple of photos of the piece and the packaging, ideally within 14 days of delivery but as soon as you reasonably can. We will reprint and resend it free of charge. Customers who added Breakage Protection at checkout get an automatic replacement with no questions asked.

Lost in the post

Every order ships with tracking. If tracking shows your order has gone missing, contact us and we will chase it with the carrier and, where it is genuinely lost, reprint and resend it.

Faults and quality issues

If your 3D Moment is faulty, not of acceptable quality, or does not match what you ordered, you are covered by the consumer guarantees in the Australian Consumer Law:

  • For a major failure, you can choose a refund or a replacement, and compensation for any other reasonably foreseeable loss.
  • For a minor failure, we will remake or repair the piece free of charge, quickly.

In practice, our Remake Promise means we will usually just print it again without you needing to argue categories with us.

If we made a mistake

Wrong size, wrong text on our side, or the wrong order in the box: we remake and reship it free, and you keep our apologies.

How to make a claim

  1. Email admin@3dmoments.co with your order number.
  2. Tell us what is wrong and include photos if the piece is damaged or faulty.
  3. We respond within one business day. If a return is needed, we will give you the return address and instructions at that point, and we cover return postage whenever the product is faulty or the error is ours. Please do not post anything back without contacting us first.

Refund timing

Approved refunds go back to your original payment method within 2 business days of approval on our side. Banks and card providers can take a few extra days to show it.

International orders

The same promises apply worldwide. If you are in the EU or UK, note that the statutory 14-day cooling-off right does not apply to goods made to your personal specification, which every 3D Moment is. Your statutory rights for faulty goods are unaffected, and we honour them.

Questions

We are a husband and wife team and we read every email ourselves: admin@3dmoments.co.