Refund policy

Return, Replacement & Refund Policy

Last updated: February 18, 2026

Because most of our products are custom-made for each order and sources from different suppliers, we operate a different returns and refunds policy than regular retail stores. Please read this policy carefully so you know what to expect.

 

Quick summary

  • No returns or exchanges for change of mind or incorrect sizing.
  • We will replace or refund items only when they are defective, damaged in transit, misprinted, or the wrong item was shipped.
  • Claims must be submitted within the time windows below and include clear photos or video evidence.

 

1. Eligibility for Replacement or Refund

We will consider a replacement or refund if any of the following apply:

  • Item arrived defective (manufacturing defect).
  • Item arrived damaged in transit.
  • Item is misprinted or printed with the wrong design (different from your order).
  • You received the wrong item (wrong design, color, or SKU).

Not eligible: change of mind, wrong size ordered by customer, preference for a different color, or ordinary minor variations in color/placement (see “Print & Color Notes” below).
Scent or Residue: Our eco-friendly printing process may leave a slight vinegar scent or off-white residue. This is normal, not a defect, and will disappear after the first wash.

 

2. Time limits: when to file a claim

  • Report defects/damage/misprints within 20 days of delivery.
  • For suspected lost packages, contact us within 30 days of the estimated delivery date so we can open an investigation with the carrier.
  • Claims received after these windows will generally be denied.

 

3. How to submit a claim

Email support@rahmatmoments.com with:

  1. Subject line: Return/Refund Request: Order #[your order number]
  2. Clear photos (and video if helpful) showing the issue and the shipping label/packaging.
  3. Brief description of the problem and your preferred resolution (refund, replacement, or store credit).
  4. Any other requested details (size, color, timestamp).

We’ll respond within 48 business hours with next steps.

 

4. Evidence required

To process your claim faster, please provide:

  • At least 2–3 photos (close-up + full product view + packaging).
  • A short video showing the issue (recommended for print misplacement or severe defects).
  • Photo of the shipping label if damage is due to transit.
    We may request the product returned for inspection or retain parts of the item until claim resolution.

 

5. What we will do after a valid claim

After verifying your claim, we will choose one of the following at our discretion:

  • Replacement: We reprint and resend the correct/undamaged item.
  • Refund: Refund to the original payment method (less non-refundable shipping/duties where applicable).
  • Store credit: Full value issued as RahmatMoments store credit (valid for 12 months).

We aim to resolve claims within 5–14 business days after receipt of required evidence. Bank processing times may vary.

 

6. Refunds: timing & method

  • Approved refunds are returned to the original payment method.
  • Allow 5–14 business days after we approve the refund for the funds to appear in your account (bank/card processing times vary).
  • Shipping fees, taxes, and customs duties are not always refundable — see Section 9.

 

7. Exchanges & size errors

  • We do not offer direct exchanges. If you need a different size, request a replacement (if eligible) or request store credit and place a new order.
  • If you ordered the wrong size, this is treated as buyer’s remorse not eligible for refund; Because our items are personalized, we cannot offer returns, exchanges, or store credit for incorrect sizing or buyer's remorse. Please check the Size Guide carefully before ordering.

 

8. Cancellations & order changes

  • Orders may be canceled within 1 hour of purchase or before production begins. Once the order is marked “In production” by our supplier, cancellation may not be possible.
  • If you need a change, contact support immediately with your order number and requested change; we will attempt to accommodate it but cannot guarantee.

 

9. Shipping, duties & non-refundable fees

  • Shipping charges are non-refundable unless the return is due to a confirmed error on our part.
  • For international orders, import taxes and customs duties charged by your country are not refundable by RahmatMoments.
  • If a return shipping label is provided for an approved defect, we will cover return postage. If you return an item for a reason not covered (e.g., buyer’s remorse), return shipping costs will be your responsibility and may be deducted from any refund.

 

10. Print & color notes

Because items are custom printed:

  • Slight color shifts, minor placement variations, and small alignment differences are normal and are not defects.
  • If you approve a design proof prior to printing, you accept the print placement and no refund will be issued for minor placement or color variance consistent with the approved proof.

 

11. Defective items, supplier reprints & refunds

  • Many suppliers reprint defective items at no charge. We will coordinate with the supplier and arrange replacement or refund as appropriate.
  • In some cases we must return the item to the supplier for inspection before a refund/reprint is issued. Please do not discard or alter the item until you are instructed.

 

12. Lost or stolen packages

  • If tracking shows delivered but you did not receive the package, contact us immediately. We will open an investigation with the carrier.
  • If the carrier confirms loss, we will provide a replacement or refund, subject to investigation results. Claims must be submitted within 30 days for lost packages.

 

13. Fraud prevention & abusive returns

  • We reserve the right to refuse returns or refunds if we suspect fraud or repeated abuse of the returns system.
  • False claims or tampering with returned items may result in denial of the claim and further action.

 

14. Non-returnable items

The following are not eligible for return, exchange, or refund (unless defective):

  • Personalized or custom-printed items created per your instructions.
  • Gift cards, downloadable digital products, and clearance/final-sale items.
  • Items that show signs of wear, washing, odors, animal hair, or missing original tags.

 

15. Store credit policy

  • Store credit (if issued) is valid for 12 months from issuance.
  • Store credit cannot be exchanged for cash and is non-transferable, unless required by law.

 

16. Bulk orders & wholesale

  • Bulk/custom orders may have separate lead times and return rules; please contact support@rahmatmoments.com to confirm terms before placing bulk orders.

 

17. How we protect your privacy during returns

Any personal information provided during a return claim will be handled under our Privacy Policy.

 

18. Contact & escalation

To start a claim or ask questions, email: support@rahmatmoments.com with subject Return/Refund Order #[order number]. We’ll respond within 24 business hours.

If you are unsatisfied after our resolution, please reply to the support ticket referencing your case number so we can review.

 

19. Changes to this policy

We may update this policy from time to time. We’ll post the updated version with a revised “Last updated” date. Continued use after changes means you accept the new policy.