How do I return or exchange my order?
Extended holiday return window, all orders placed in November and December may be returned through January 31st, 2020.
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. Original shipping costs and customs are not refundable. No return policy or warranty is offered on Used Gear, and all Used Gear is final sale.
Lessons are subject to a different return/refund policy, you can see more information in this article.
If something is wrong with your order, please see this article.
What is your holiday return policy?
Every holiday season, we extend our return window to ensure that every gift is perfect. Any orders placed from Nov. 15 - Dec. 31st will have an extended return window until January 30th.
During the holiday season,
How do I return my order?
For US customers, please start your return request here.
For International customers, please start your return request here.
* original shipping costs and import duties/taxes are non-refundable.
How long does it take to process a return?
Our warehouse generally processes returns within 5 business days after the return has been received. Once our returns team has received and processed your request, we will reach out to confirm your return is completed and issue a refund for the returned items.
What happens if I return an item past the 30-day return window? Can I have it shipped back if it doesn't qualify for a refund?
If you are unsure of your purchase timeline and whether your order will be refunded back to you if you return it, please send us an email to confirm. If the item is not applicable for a refund and you send the product to our fulfillment center regardless, we will not have a way to reship the product back to you and it will be considered as a loss. Our fulfillment center is located in a different state and our team does not have access to your product.
My order is past your 30-day return policy, what are my options?
You are eligible for exchange or warranty claims with the product for up to one year from the purchase date. One thing we have recommended in the past is trying community resale. Our lenses sell particularly well in the photography community. You can try resellers like Craigslist, Offer Up, eBay, Amazon, and Facebook. If you have any other questions, please let us know.
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, Apple, Google, Freefly, Wayward or B&H, you will need to first contact the vendor from which you purchased for all exchange and return inquiries. We're not able to process any refunds for purchases made through third-party resellers. The only exception is Amazon when purchased from our direct store by Moment, Inc. However, you are eligible for any warranty claims on Moment products directly through us.*