At Moments By Trillionz, we know how much heart goes into your celebrations. Whether it’s a bespoke balloon, a personalised keepsake, or a fresh floral bouquet, we want you to be delighted with your order. Our policy is designed to be fair and transparent, following UK Consumer Contracts Regulations to provide clarity for all our customers.
1. Standard 14-Day Return Policy
For non-perishable and non-personalised items (such as uninflated DIY kits, vases, or unopened giftware):
- Notification Period: You have 14 days from the date of delivery to notify us of your intent to return.
- Return Window: Once you have notified us, you have a further 14 days to return the item to our Bradford boutique.
- Condition: Items must be unused, in their original packaging, and in a resalable condition.
2. Exemptions (Personalised & Perishable Goods)
Due to the specialized nature of our bespoke inventory, certain items are exempt from “change of mind” returns under UK law:
- Personalised Items: Any item customized with a specific name, date, or personal message.
- Perishable Goods: Freshly cut flowers and professionally inflated balloons, as these have a naturally limited lifespan.
- Hygiene & Health: Gift items sealed for health protection once they have been unsealed.
3. Zero Restocking Fees
To ensure a high-quality user experience, Moments By Trillionz charges £0.00 Restocking Fees for all eligible returns. We do not penalize our customers for returning qualifying items.
4. Damaged or Defective Items
If an item arrives in less-than-perfect condition, we provide an immediate resolution:
- Reporting: Please report any damage (such as deflated balloons or wilted flowers) within 24 hours of delivery.
- Evidence: Email photos of the damaged item and original packaging to support@momentsbytrillionz.uk.
- Resolution: We offer a full refund or a free replacement for any items confirmed as damaged or defective upon arrival.
5. Refunds & Shipping Costs
- Refund Processing: Once we verify your return or damage claim, we process your refund within 7 business days to your original payment method.
- Return Shipping (Change of Mind): For standard eligible returns, the customer is responsible for the return shipping costs.
- Return Shipping (Our Error): If we send the wrong item or it is defective, we cover 100% of the return shipping costs.
6. Official Contact & Return Address
- Store Name: MOMENTS BY TRILLIONZ
- Registered Company Name: MOMENTS BY TRILLIONZ BRADFORD LIMITED
- Company Number: 14811654
- Business Address: 969 Leeds Road, Bradford, BD3 8JB, United Kingdom
- Email: support@momentsbytrillionz.uk
- Phone: +44 7867 633536