Returns & refunds policy

Last Updated: February 2026

At Momooze, we want you to be thrilled with your purchase.

Because our shop offers a mix of Digital Downloads and Customized Physical Goods, our returns and refunds are governed by the specific nature of each product type.

Please read our policy carefully before completing your purchase.

1. Digital Products (Instant Access)

Due to the nature of digital content, all sales are considered final once the file has been delivered or the template link has been sent to your email address. Because digital products cannot be physically "returned," we do not offer refunds for:

  • Change of Mind: Deciding you no longer want the product after purchase.
  • Accidental Purchase: Purchasing the wrong theme or design.
  • Lack of Software: We clearly state that a free Canva account is required for all editable templates.

Exceptions for Digital Goods: We will issue a refund or store credit for duplicate purchases (same item bought twice), verified technical errors we cannot fix within 48 hours, or significant misrepresentation of the product.

2. Customized Physical Products (Made-to-Order)

Our physical products, including customized tote bags and apparel, are printed specifically for you at the time of purchase.

Non-Refundable Policy: Because these items feature custom names, locations, or specific "made-to-order" designs, they cannot be resold. Therefore, we do not accept returns or exchanges for "change of mind," incorrect size selection, incorrect names or locations printed on the product which the customer provided, or minor color variations between your screen and the physical fabric.

Our Quality Guarantee: While custom sales are final, we stand by our work. We will provide a full refund or a free replacement if:

  • Printing Errors: There is a mistake in the customization that differs from the information you provided at checkout.
  • Wrong Item Shipped: You received a different design, size, or color than what was ordered.
  • Damaged Goods: The item arrived with structural defects or damage incurred during the printing process.

Note: Please double-check all spelling for names and locations before submitting your order. We print exactly what is provided in the customization field.

3. European Union (EU) Consumer Rights

Digital Content: By clicking "Buy Now" and accessing your digital download, you expressly consent to immediate delivery and acknowledge that you lose your 14-day right of withdrawal.

Customized Goods: Per EU law, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.

4. How to Request a Refund or Replacement

If there is an issue with your physical order, please notify us within 7 days of delivery.

Contact Email: info@momooze.com

Information Needed: Please include your Order Number and a clear photo of the printing error or damage.

Resolution: For valid errors on our part, we will offer you the choice of a full refund or a rush-shipped replacement at no extra cost to you.

5. Chargebacks

We encourage you to contact us directly to resolve any issues. We aim for 100% customer satisfaction and can usually fix a problem—whether it’s a broken link or a misprinted bag—much faster than a bank can process a dispute.