Refund & Returns Policy

You may request a refund, free reprint or replacement if:

• The goods arrive materially defective (e.g. torn, wet, mis-glued, badly mis-printed).
• The order differs materially from the approved artwork proof (wrong colours beyond normal print tolerance, missing text/logo, wrong size).
• We delivered the wrong product or wrong quantity.
• An order paid for in full was never produced or dispatched due to our error.

• Change of mind on custom-printed items. Once you approve the artwork proof, the print run is made for you and cannot be resold.
• Errors in artwork you supplied and approved (typos, wrong logo version, wrong Pantone).
• Minor colour variation between batches or between screen and print — this is normal in commercial printing and is not a defect.
• Damage caused by a third-party courier or sacco that you nominated (own-courier option). Once goods leave our premises with your chosen transporter, risk passes to you. We will help you raise the claim with them where we can.
• Damage caused by misuse, exposure to water, or improper storage after delivery.
• Requests made more than 7 days after delivery.

All refund requests must be initiated by contacting our admin team by email at info@momentspackaging.com with the subject line “Refund Request — [your order reference]”. Please include:

• Your order reference number (e.g. MP-XXXXXX) and order date.
• The name, email and phone number used at checkout.
• A clear description of the issue and the reason for the refund request.
• Supporting evidence: clear photos or short videos of the defective goods, the packaging they arrived in, and (where relevant) a photo of the approved artwork proof alongside the printed item.
• Whether you would prefer a refund, a free reprint, or store credit.

You can also message us on WhatsApp at +254 119 556 688 to flag the issue quickly, but the formal request must still come through email so we have a written record.

• We acknowledge every refund request within 2 business days.
• Our production team reviews the evidence and, if needed, asks for the affected goods to be returned to our shop in Nairobi (we will arrange and cover return transport for confirmed defects).
• We aim to issue a final decision within 7 business days of receiving all evidence (or the returned goods, where applicable).
• Approved refunds are paid back to the original payment method — M-Pesa or bank transfer — within 5 business days of approval.

Because most issues with custom packaging are best fixed by re-running the affected portion of the print job, our default remedy is a free reprint of the defective units, on the same artwork and stock, with priority production. Where a reprint isn't practical we offer:

• Store credit equal to the value of the affected units, usable against any future order within 12 months.
• A monetary refund to your M-Pesa or bank account.

Direct product-for-product exchanges only apply to standard (non-printed) stock items — custom-printed items cannot be exchanged.

You can cancel an order at no cost before you approve the artwork proof and before production starts. Once we have started cutting, printing or plate-making, cancellation fees may apply to cover materials and labour already used.

• Shop pickup: please inspect your order at the counter before you leave. We will help resolve any issue immediately.
• Own courier / sacco: please ask the matatu or parcel-service office to open the parcel in your presence and report any visible damage to them on the spot. Keep the waybill and email us within 24 hours with photos.
• Our delivery: please inspect on receipt and report any visible damage within 24 hours.

This policy is governed by the laws of Kenya and forms part of our Terms of Service. Where this policy and the Terms differ on the same point, the Terms apply.

Moments Packaging Kenya Ltd
Ukwala Road, opposite Salvation Army, OTC, Nairobi, Kenya
Email: info@momentspackaging.com
Phone / WhatsApp: +254 119 556 688