- Policy status
- Draft preview
- Issue reporting window
- Within 14 days where practical
- Support contact
- support@momentgrid.shop
- Mandatory consumer rights
- Always preserved
Custom-made orders
MomentGrid kits are made from customer-provided photos. Once a pattern has been approved and custom production has begun, a change-of-mind cancellation or return may not be available where applicable law permits that exception.
This intended rule does not remove statutory cancellation rights, remedies for faulty or misdescribed goods, or any other consumer right that cannot legally be limited.
When a made-right remedy should apply
- Beads required by the approved production pattern are materially missing.
- Colour bags or included components were packed incorrectly.
- Required tools or boards arrive damaged.
- The supplied kit materially differs from the approved pattern or product description.
- The shipment is lost or otherwise qualifies under applicable law or provider protection.
Possible remedies
Depending on the evidence, severity and applicable consumer law, a suitable remedy may include replacement beads or components, a replacement kit, a remake or an appropriate refund.
Please email support@momentgrid.shop within 14 days after delivery where practical, with the order reference and clear photos of packing or damage. This timing helps investigation but does not reduce any statutory right or remedy that applies after that period.
MomentGrid will acknowledge the report, check it against the approved pattern, packing record and tracking evidence, and explain the proposed remedy or any additional evidence reasonably required.
Customer-provided inputs and making process
Pattern results depend on photo quality, crop, selected grid size, screen differences and the customer's making or ironing process. Those expected variables do not excuse a kit that materially differs from the approved production reference or lacks required items.
Before a live order is captured, the product must identify the approved pattern and palette version that will act as the production reference.
Required before publication
This draft still requires target-market legal review and an operational procedure that records response times, evidence, decisions and each remedy consistently.
Delivery and loss scenarios are also dependent on the verified carrier rules described in the shipping policy preview.