Refund policy

Returns
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Customers are responsible for return shipping costs. Shipping fees are non-refundable. Only the product cost will be refunded. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We reserve the right to refuse returns that do not meet these conditions. 
To start a return, you can contact us at hello@momentocamera.com.
If your return is accepted, we’ll send you the return shipping address. Items sent back to us without first requesting a return will not be accepted. 

Order Cancellations
Orders can only be canceled before they are processed. Once an order has been processed or shipped, it cannot be canceled.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item arrives damaged, you must contact us within 30 days of delivery and provide clear photo or video evidence of the damage. We may not be able to offer a refund or replacement without sufficient evidence.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

Lost or Missing Packages
If tracking information shows that your order was delivered, we are not responsible for lost or stolen packages. If you believe your order was not delivered, you must contact your local courier or post office to obtain official confirmation before we can assist further. Customers are responsible for ensuring accurate shipping details and for collecting packages from local delivery points. Orders that are unclaimed, refused, or returned due to incorrect information are not eligible for a refund.

Shipping Delays
Delivery times are estimates and may vary due to factors outside our control. In the event of significant delays, we will investigate with the carrier. Orders may be considered lost only after 45 days from the shipment date.

Non-returnable items
Certain items cannot be returned, including:
- Items marked as final sale
- Gift cards
- Items damaged through misuse or normal wear and tear

Non-Refundable Situations
We are not responsible for and cannot offer refunds in the following cases:
- Incorrect or incomplete shipping address provided by the customer
- Packages marked as delivered by the carrier
- Unclaimed or refused deliveries
- Customs clearance issues or delays

Refunds
Once we receive your return, we will inspect it within 3–5 business days before processing your refund. If approved, you’ll be issued to your original payment method. We are not responsible for any delays caused by your payment provider. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@momentocamera.com.

Momento Protection Plan Policy

The Momento Protection Plan provides coverage for manufacturing defects and technical malfunctions for 1 year from the date of delivery.

If your camera experiences an issue covered under this policy during normal use, we will repair or replace the item at our discretion.

What’s Covered

  • Manufacturing defects
  • Technical malfunctions
  • Faults related to normal intended use

What’s Not Covered

  • Accidental damage
  • Water or liquid damage
  • Loss or theft
  • Cosmetic wear and tear
  • Damage caused by misuse, drops, improper charging, or unauthorized modifications

To submit a claim, customers may be asked to provide:

  • Order number
  • Description of the issue
  • Photo or video evidence of the problem

All claims are reviewed individually by our support team. If approved, a replacement unit will be issued.

The Momento Protection Plan is non-refundable once activated and only applies to the original purchased product.

Force Majeure
We are not responsible for delays or failures caused by events outside our control, including but not limited to natural disasters, customs delays, strikes, or other unforeseen circumstances.