Refund & cancellation policy
Clear timing matters with custom work.
You may cancel the design service for a full design-fee refund before design work begins.
Custom design work
After design work begins, the portion already performed is earned and non-refundable to the extent permitted by applicable law. Once the first private proof is delivered, the core custom design service is treated as delivered and the design fee is non-refundable; included revision rounds and the approval process remain available.
Rejected or undeliverable projects
If Sharing the Moment declines a paid project before design work begins, the design payment is refunded. If we cannot deliver a purchased service, the undelivered portion is refunded.
Optional digital add-ons
An optional add-on that has not been started or fulfilled may be refundable. Once custom digital work for that add-on has been substantially performed or delivered, the completed portion is non-refundable to the extent permitted by law.
Personalized physical products
Before a personalized/custom physical item is released to the vendor, cancellation may be possible if no nonrecoverable vendor cost has been incurred. Once approved personalization is released to the vendor or production begins, the physical item is non-cancellable and non-refundable except for non-delivery, material defect, an item that does not match the approved order because of our/vendor error, or another remedy required by applicable law. Shipping and vendor timing are rechecked before order placement, but carrier/vendor delays outside our control do not automatically make completed custom production refundable.
Customer delays & event dates
Turnaround and physical order-by dates depend on timely customer content, approvals, and decisions. Customer delays can move the schedule. A missed event deadline caused by late customer information, approval, or a purchase made after the safe order-by window does not create a refund right for work or custom production already completed.
How to request a review
Email hello@sharingthemomentco.com with the customer name, order email, and a short explanation. We review the order record, work completed, proof/approval history, vendor status, and applicable law before deciding the available remedy.
Refund policy version: 2026-08-29-v81. Nothing here waives a non-waivable consumer right.