Returns
We want you to be over-the-moon with your personalised books!
If you’re not happy with the quality, and there is a fault, please contact us within 14 days of receiving your order. Tell us your order number and let us know what the problem is.
We'll do our best to sort it out for you!
For full details, check out the nitty gritty here ...
Returns Policy
My Big Moments offers personalised books based on a child’s name and likeness. Each My Big Moments book is made to order for every unique child’s name as determined by the Purchaser. This Site is owned and operated by My Big Moments T/A Human Beans Press Limited (“We”, “Us”). If you would like to contact us about anything contained on the Site then please contact us by email at hello@mybigmoments.com.
Orders and specifications
To place an Order you will need to follow the order procedure set out on the Site. You undertake, and agree by confirmation during the Order procedure, that all of the details which you provide to Us for the purposes of your Order and its delivery will be correct and that the chosen method of payment is Your property and that sufficient funds or credit facilities are available to cover the full cost of the Order. It is your responsibility to contact Us and notify Us of any error or mistake with the Order within 72 hours of the Order being placed. Failure to do so may lead to the incorrect Order being sent out to you.
Details of the Price payable in respect of any Product and the procedure for payment are displayed on the Site. All Products are offered for sale subject to availability and subject to Our acceptance of your order. We reserve the right to reject any Order without the obligation to assign any reason for so doing. No Order shall be deemed accepted by Us until we have confirmed it unconditionally in the Order Confirmation.
The Order Confirmation will contain details of your Order and the Price.
An estimate of the delivery time for the Order is displayed on the Site. Any times or dates stated for delivery are estimates only. We will make reasonable efforts to deliver goods within the time specified, but we do not accept liability for any failure to deliver within that time.
We endeavour to display and describe as accurately as possible the printed colours on the Products which appear on Our Site, but We cannot undertake to give any assurance that the colours supplied will exactly match those displayed on your monitor or mobile device.
We may revise, discontinue or modify products or services at any time without prior notice to you and products may become unavailable without notice. We shall have no liability of any kind if any product or service is not available.
Pricing and payment
We may change the price of any Product before you place an order. Despite Our best efforts, some of the Products listed on the Site may be incorrectly priced or the price may increase between your order and Our acceptance of Your order. We will normally verify prices as part of the dispatch procedures so that, where a Product’s correct price is less than the stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on the Site, We will normally, at our discretion, either contact you for instructions or reject your order and notify you of such rejection so that you can then re-order at the correct price if you wish.
For orders shipped within New Zealand and Australia, prices are inclusive of GST and all other applicable taxes and/or import duties. Applicable taxes and import duties are based on the final value of your order and the prevailing rates in force in the relevant tax jurisdiction.
Orders with a delivery address outside of New Zealand and Australia may be subject to import duties and taxes (including GST) which are levied once a delivery reaches your destination country. Any such additional charges as well as costs for customs clearance etc. must be borne by you as the importer of the goods. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for further information.
Payment must be made through our payment gateway providers at the time of placing your Order which is accepted by Us. Payment in full will be taken at this time and the Contract will be in force. You will be required to submit your payment details to the relevant third-party payment gateway provider (Shopify) and you may also be required to accept additional terms and conditions in relation to the use of that service. We cannot accept, and hereby exclude to the fullest extent permitted by applicable law, any liability arising out of or in connection with your use of such third-party payment provider.
Delivery and acceptance
The place for the delivery of your Products will be as shown on the Order and the method of delivery (unless specifically agreed otherwise) shall be as determined by you during the order and payment procedure.
If you have ordered more than one Product, We reserve the right to make delivery of your Order by instalments. If the Order is to be delivered in instalments, each delivery will constitute a separate contract.
We will endeavour to process your Order and manufacture your Product within the time period stated for each item. However manufacturing times may vary and any times quoted for the delivery of goods are indicative only. Time for delivery shall not be of the essence of these Terms and Conditions and We will not be liable for any loss or expenses which You may sustain as a result of any delay in the delivery of your Order.
When you receive the Product/s you must inspect them for any defects or non-conformity before accepting them and/ or signing for them. Signing for or accepting the packages acts as an agreement that you accept the package is in acceptable condition. Any packages not signed for but accepted are considered signed in good condition. If you can see any sign of damage to the parcel/s please sign as damaged otherwise we cannot refund or replace the item, beyond your statutory rights.
You must be available to accept delivery on the delivery date as the courier will only attempt re-delivery up to 2 times and then the delivery will be returned back to Us at your cost. If delivery is refused or returned due to a faulty address, you will be charged a return fee. If you wrongfully fail to take delivery of the Order then We shall be under no obligation to refund the price.
Risk and property
Risk or damage or loss of Your Order will pass to You upon delivery to the agreed address. Notwithstanding delivery and passing of the risk in the Order, property in the Order will not pass from Us to You until We have received full payment of the Price and all other sums which are due, owing or payable by You to Us in respect of the Order or any other Order between You and Us.
Returns, refunds and rights of cancellation
You shall have the right to cancel an Order only in the following circumstances:
- If We have failed to deliver the Order within 40 days after the date you placed the Order;
- In the case of Faulty Products at the earliest opportunity after you have discovered that the fault or defect (provided that You shall be deemed to have inspected the Product as soon as reasonably practicable after delivery and in no case longer than 14 days after receiving the product).
If an Order is cancelled under the conditions in (a) or (b) above, We shall be responsible for all sums paid (including initial and re-delivery charges (if any) in respect of the Order in question.
Notice of wish to cancel must be made by email to hello@mybigmoments.com.
For the avoidance of doubt, save in respect of Faulty or defective Products, nothing in these Terms and Conditions shall give you rights of cancellation and/ or refund in regard to the Products, which, by their nature, have been made to your specification, clearly personalised and agreed to by your confirmation during the personalisation and order process.
You must return any Product to Us in its original packaging (which You should retain for this purpose).
Nothing in this clause affects your statutory rights.