We want you to love your Rich Moments video book. Because each one is personalized and made to order, this policy explains when refunds, replacements, and cancellations apply.

Personalized Items Are Made to Order

Our video books are custom-produced with your media and cannot be resold. For that reason, personalized items are generally not eligible for return or refund once production has begun, except in the cases below.

Order Changes & Cancellations

Need to change or cancel? Contact us at support@therichmoments.com within 24 hours of placing your order. If production hasn't started, we'll update or cancel it for a full refund. Once production begins, we may no longer be able to make changes.

Damaged, Defective, or Incorrect Items

If your book arrives damaged, defective, or not as ordered, we'll fix it. Email us within 7 days of delivery at support@therichmoments.com with your order number and clear photos of the issue. We'll arrange a free replacement or, where appropriate, a refund.

What's Not Covered

• Errors in personalization details you provided (spelling, wrong photo/video, etc.). Please review your order carefully before submitting.
• Buyer's remorse on a correctly produced, personalized item.
• Delivery delays caused by the carrier (see our Shipping Policy).

Non-Personalized / Blank Items

Unused, undamaged blank items in their original condition may be returned within 14 days of delivery for a refund of the item price (return shipping may be the customer's responsibility). Contact us to start a return.

How Refunds Are Issued

Approved refunds are issued to your original payment method. It may take 5–10 business days for the refund to appear, depending on your bank or card provider.

How to Request

Email support@therichmoments.com with your order number and details, and we'll guide you through the next steps.