Refund policy

Return & Refund Policy

At WHIMOMENT, we want you to be completely satisfied with your purchase. If you are not happy with your order, please review our return and refund policy below.

30-Day Return Policy

We accept eligible return requests within 30 days of delivery.

To qualify for a return, items must be unused, undamaged, and in their original condition, with all original packaging, accessories, and included components. Proof of purchase or an order number is required.

To initiate a return, please contact service@whimoment.com with your order number and the reason for your return.

Once your request has been reviewed, our customer support team will provide the appropriate return address and shipping instructions.

Please contact us before sending any items back. Sending a package to an address not designated by our support team may cause delays or prevent us from processing your return.

Order Cancellations

If you wish to cancel an order before it has been shipped, please contact service@whimoment.com as soon as possible.

Standard orders may be canceled free of charge before dispatch.

For custom-made or personalized products, cancellation may not be possible once production has begun. Any applicable restrictions will be communicated before purchase.

If an order has already been shipped, you may request a return after delivery in accordance with this policy.

Returns for Personal Reasons

If you wish to return an item due to a change of mind, an incorrect selection, or other personal reasons, you may request a return within 30 days of delivery.

For eligible returns:

Items must be unused, undamaged, and in their original packaging.
All original accessories and components must be included.
Customers are responsible for return shipping costs unless otherwise required by applicable law.
Original shipping charges are non-refundable, except where required by applicable law.

We recommend using a trackable shipping service, as we cannot be responsible for return packages lost during transit when customers arrange their own return shipping.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or different from what you ordered, please contact us at service@whimoment.com as soon as possible.

To help us resolve the issue efficiently, please provide:

Your order number.
A brief description of the issue.
Clear photos or videos showing the damage, defect, or incorrect item.
Photos of the outer packaging, if applicable.

After reviewing your request, we will arrange an appropriate solution, which may include a replacement, repair, refund, or another remedy, depending on the circumstances and applicable consumer protection laws.

For confirmed damaged, defective, or incorrect items, WHIMOMENT will cover reasonable return shipping costs when a return is required.

Non-Returnable Items

The following items may not be eligible for returns due to a change of mind:

Custom-made or personalized products once production has begun, where applicable.
Items that have been used, damaged, modified, or improperly assembled after delivery.
Items missing original accessories, components, or packaging, where their condition makes them ineligible for a standard return.
Gift cards, where permitted by applicable law.

Sale and discounted items are generally eligible for return under our standard 30-day policy, unless a specific lawful exception is clearly stated before purchase.

These restrictions do not affect your statutory rights regarding defective, damaged, or incorrectly supplied goods.

If you have any questions about the eligibility of a particular item, please contact us before requesting a return.

Exchanges

If you would like to exchange an item for a different product, color, or model, please contact us at service@whimoment.com.

For eligible change-of-mind exchanges, the simplest option is generally to return the original item and place a new order after the return has been approved.

If your item is defective, damaged, or incorrect, we will assist you with an appropriate replacement or other remedy in accordance with applicable consumer protection laws.

European Union Right of Withdrawal

For consumers in the European Union, applicable consumer protection laws generally provide a 14-day right of withdrawal for eligible distance purchases, beginning from the day the goods are received.

You may exercise this right without providing a reason by notifying us of your decision within the applicable withdrawal period.

Unless we agree otherwise or applicable law requires us to pay, customers are responsible for the direct cost of returning goods when exercising the statutory right of withdrawal, provided this obligation was properly disclosed before purchase.

Where the statutory right of withdrawal applies, we will refund the payments required by law, including eligible standard outbound delivery charges. Refunds will be processed within the applicable legal timeframe and may be withheld until we have received the returned goods or evidence that they have been sent back, where permitted by law.

Certain goods, including qualifying personalized products, may be exempt from the statutory right of withdrawal.

Nothing in this policy limits or overrides applicable statutory consumer rights.

Refund Processing

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

For approved returns, refunds will be issued to the original payment method.

We aim to process eligible refunds within 10 business days after the return has been approved and any required inspection has been completed, subject to applicable legal deadlines.

Please note that your bank or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at service@whimoment.com.