How do I return or exchange my order?

Hassle Free Returns

We care about the way things are made and we love what we have created at Moment. We think you’ll love it too. However, we know things aren’t always meant to be.


What is your return policy?

If for any reason you are unsatisfied, you may return your purchase within 30 days of delivery for a full refund of the purchase price. All returned items should be in their original condition. Returns include a $6 return processing fee that will be deducted from your refund. Shipping costs are not refundable.

Holiday Returns

We have an extended return policy until January 15th, 2019 for any purchases made during the holiday season.

If something is wrong with your order, please see this article.

How do I return my order? 

For US Customers, please follow these steps:

  1. Start your return here.
  2. Fill out the details and include your order number.
  3. Print your return label and ship your return.

*Please note there will be a $6.00 USD processing fee and we do not reimburse original shipping costs.  

Note: All Used Sales are final. No return policy or warranty is offered on Used Gear.

For International Customers, please follow these steps:

  1. Place the item you are returning in its original packaging with all the additional components (i.e. cloth carrying case, cap)
  2. Include within the packaging either of the following: An order confirmation email from Moment, packing slip, your name and exact email address used to place your order, or Moment Lens order #.
  3. Send to:

    DHLeC/Moment 
    2849 Rohr Rd 
    Groveport, OH 43125 
  4. Fill out this form with your return details. 

*Please note we do not reimburse original shipping costs.  


How long does it take to process a return? 

Our warehouse generally processes returns within 2 weeks after the return is shipped. Once our returns team has received and processed your return, we will reach out to confirm your return is completed and issue a refund for the returned items.


Exchanges


What is your exchange policy?

As an e-commerce shop, we do not offer typical product exchanges. If you would like to exchange your product in its original condition, please follow the return procedures outlined above and place a new order for your preferred item(s). You can do this at your convenience—place an order now so it ships asap, or you can wait until after we've processed your refund.  


What about gift exchanges?

If you are exchanging a gift, we will email you with a code for a future purchase with the amount returned. Please keep in mind this code will not cover any additional shipping or import tax fees that are associated with the exchange order.


*Please note that if you have purchased from Amazon or B&H, you will need to first contact the vendor from which you purchased for all exchange and return inquiries. Unfortunately, we are not able to start that process until you have reached out directly to them.*



Still need help? Contact Us Contact Us