Terms and Conditions

Last Updated 7th July 2026 
 

momentsofgrace.online (the “Website”) is owned and operated by:

Fractured Sounds Limited
Company number: 17323377
Registered in England and Wales
 

Registered office:

52 Pinner High Street
Pinner
Middlesex
HA5 5PW
United Kingdom
 

Fractured Sounds Limited operates the Website under the Moments of Grace name.
 

In these Terms and Conditions, references to “Moments of Grace”, “we”, “us” and “our” mean Fractured Sounds Limited. References to “you” and “your” mean any person who accesses the Website or purchases a product from us.
 

2. Acceptance of these Terms

These Terms and Conditions (“Terms”) apply to:

• your access to and use of the Website;

• purchases made through the Website;

• Digital Products supplied through the Website;

• Physical Products supplied through the Website;

• personalised or custom-made products;

• complimentary and promotional products or downloads; and

• any other products or services offered through the Website.

By accessing the Website, placing an order, downloading a Digital Product or purchasing a Physical Product, you agree to be bound by these Terms.

You should read these Terms carefully before placing an order. You should not use the Website or purchase a product if you do not agree to these Terms.

Our Privacy Policy also applies to your use of the Website and is available at:

momentsofgrace.online/privacy-policy
 

3. Definitions

In these Terms:

“Digital Product” means music, audio, video, artwork, images, documents, electronic books, templates, prompts, software, tools or other electronically supplied content.

“Physical Product” means a tangible product supplied through the Website, including clothing, T-shirts, books, printed materials, mugs, mouse mats, posters, artwork, accessories and other merchandise.

“Personalised Product” means a product made to your specifications or clearly personalised for you, including a product bearing a name, photograph, message, custom wording or customer-supplied design.

“Product” means either a Digital Product or a Physical Product.

“Consumer” means an individual purchasing a Product mainly for personal use and not primarily in connection with a trade, business, craft or profession.

“Business Customer” means a person or organisation purchasing a Product wholly or mainly for commercial, professional or business purposes.
 

4. Customers outside the United Kingdom

The Website may be accessed and Products may be purchased from countries throughout the world, subject to availability, delivery restrictions, legal requirements and any territorial limitations shown on the relevant product page.

Consumer-protection, cancellation, refund, tax, customs and digital-content laws differ between countries.

If you are purchasing as a Consumer, nothing in these Terms is intended to remove or restrict any mandatory rights that apply under the laws of the country or region in which you normally live.

Where a provision of these Terms conflicts with a mandatory local consumer law that cannot legally be excluded, the mandatory local law will apply to the extent of that conflict.

You are responsible for ensuring that your purchase, possession and use of a Product are lawful in the country or territory in which you are located.

We may prevent or restrict sales to particular countries or territories where:

• a Product is not licensed for sale there;

• delivery is unavailable;

• legal, regulatory or tax requirements prevent the sale;

• payment services are unavailable;

• international sanctions or trade restrictions apply;

• fraud or security risks are unusually high; or

• we reasonably consider it necessary to protect our business, customers or rights holders.

Availability in one country does not guarantee availability in another.
 

5. Consumer and Business Customers

Certain provisions of these Terms apply differently to Consumers and Business Customers.

If you purchase a Product on behalf of a company, organisation or other legal entity, you confirm that you have authority to bind that entity to these Terms.

Consumer cancellation and other statutory rights described in these Terms may not apply to Business Customers.
 

6. Age requirements

You must be at least 18 years old, or the age of legal majority in the country where you live, to place an order without the involvement of a parent or legal guardian.

If you are below the applicable age of legal majority, you may use the Website and purchase Products only with the permission and supervision of a parent or legal guardian.

The parent or guardian will be responsible for the purchase and for ensuring compliance with these Terms.

7. Changes to these Terms

We may update these Terms from time to time to reflect changes to:

• the Website;

• our Products;

• delivery and fulfilment arrangements;

• payment arrangements;

• our business practices;

• applicable laws and regulations; or

• security and technical requirements.

The updated Terms will be published on this page and the “Last updated” date will be amended.

Changes will not normally affect an order accepted before the updated Terms came into effect, unless a change is required by law or is necessary to address a security issue.

We recommend checking these Terms periodically.
 

8. Availability of the Website

We take reasonable steps to keep the Website available and functioning correctly. However, we do not guarantee that the Website, or any part of it, will always be:

• available;

• uninterrupted;

• secure;

• compatible with every device or browser; or

• free from errors.

We may suspend, restrict, modify or withdraw all or part of the Website for maintenance, security, technical, operational, legal or commercial reasons.

Where reasonably possible, we will try to minimise disruption.

We will not be responsible for temporary unavailability caused by circumstances outside our reasonable control, except where liability cannot legally be excluded.
 

9. Permitted use of the Website

You may use the Website only for lawful purposes and in accordance with these Terms.

You must not:

• use the Website for a fraudulent, unlawful, abusive or misleading purpose;

• breach any applicable local, national or international law;

• interfere with another person’s use of the Website;

• damage, disable, overload or impair the Website;

• introduce viruses, malware, ransomware, spyware or other harmful material;

• attempt to gain unauthorised access to the Website, its servers, accounts, databases or hosting systems;

• circumvent security, payment, download or access controls;

• use automated software to scrape, extract or copy Website content without our written permission;

• impersonate another person or provide false information;

• use stolen or unauthorised payment details; or

• use the Website in a manner that infringes another person’s rights.

We may restrict or terminate your access if we reasonably believe that you have breached these Terms.
 

10. Website and product information

We take reasonable care when preparing information published on the Website.

However, Website content may occasionally contain errors, omissions or outdated information. We may correct or update Website content without notice.

Images, previews, demonstrations, audio samples and video samples are provided to help describe Products.

Website content is provided for general, creative, promotional and commercial information. It is not professional legal, financial, medical or other specialist advice.
 

11. Third-party websites and services

The Website may contain links to third-party websites and services, including:

• social-media platforms;

• streaming platforms;

• payment processors;

• mailing-list providers;

• retailers;

• print-on-demand providers;

• delivery companies;

• ticketing providers; and

• external content providers.

These links are provided for information and convenience.

We do not control third-party websites and are not responsible for their availability, security, content, products, services, data practices or terms.

Your use of a third-party website or service will be governed by that provider’s own terms and privacy policy.

The inclusion of a link does not necessarily mean that we endorse or approve the third party concerned.
 

12. Intellectual property

Unless otherwise stated, all intellectual-property rights in the Website and its content belong to Fractured Sounds Limited, our licensors or the relevant rights holders.

Protected content may include:

• music and sound recordings;

• compositions and arrangements;

• lyrics and written material;

• voices and performances;

• photographs and artwork;

• video and animation;

• graphics and illustrations;

• logos, names and branding;

• product designs;

• clothing and merchandise designs;

• book content and printed materials;

• software and digital tools;

• prompts, templates and creative resources;

• downloadable files;

• product packaging and presentation;

• Website layouts and designs; and

• databases and collections of content.

The Website and its content are protected by copyright, trade-mark and other intellectual-property laws.

You may view the Website and make temporary copies required for ordinary personal browsing.

Except where expressly permitted by these Terms or a separate written licence, you must not:

• copy or reproduce Website content;

• republish or distribute it;

• sell, rent or sublicense it;

• commercially exploit it;

• publicly display or perform it;

• alter, adapt or create derivative works from it;

• upload it to another website, platform or service;

• train an artificial-intelligence system or machine-learning model using it;

• use it to create competing products;

• remove ownership, copyright or rights-management notices; or

• use our names, logos or branding in a way that suggests an association, approval or endorsement.

All rights not expressly granted under these Terms are reserved.

Digital Products
 

13. Digital Product descriptions

The description of each Digital Product will be displayed on its product page before purchase and may include:

• the nature and purpose of the product;

• its file type or format;

• approximate file size;

• software or hardware requirements;

• compatibility information;

• licence restrictions;

• territory restrictions;

• download limits; and

• whether updates or technical support are included.

You should review the description carefully and ensure that the Digital Product is suitable for your intended use before completing your purchase.

A Digital Product may be supplied by:

• direct download;

• an automated email;

• access to a secure online area;

• a download link;

• streaming;

• access through a third-party platform; or

• another electronic delivery method stated at checkout.
   

14. Digital Product compatibility

You are responsible for ensuring that your device, operating system, software, storage capacity, internet connection and playback equipment meet any stated requirements.

Unless the product description expressly promises compatibility with a particular system, we do not guarantee that a Digital Product will work with every:

• computer;

• mobile device;

• operating system;

• browser;

• media player;

• editing application;

• digital audio workstation;

• plug-in host; or

• third-party platform.

You should contact us before purchasing if you require clarification regarding compatibility.

A Digital Product will not be treated as faulty merely because it is incompatible with equipment or software that was not listed as supported.
 

15. Delivery of Digital Products

Digital Products are normally supplied immediately or shortly after payment has been accepted.

Delivery is treated as having taken place when:

• the download begins;

• the download link is made available;

• the Digital Product is sent to the email address supplied;

• access is activated in your account; or

• streaming or other electronic access begins.

You are responsible for providing an accurate email address and checking any spam or junk folder.

Please contact us if you have paid for a Digital Product but have not received access within a reasonable period.

We may delay delivery where additional payment or fraud checks are reasonably required.
 

16. Immediate supply and cancellation of Digital Products

Digital Products are generally made available for immediate download, streaming or access.

Before immediate supply begins, you may be required to:

1. expressly consent to the Digital Product being supplied immediately; and

2. acknowledge that, once downloading, streaming or other supply begins, you may lose any statutory right to cancel the purchase.

Where applicable law permits the cancellation right to be lost and you have given the required consent and acknowledgement, your cancellation right will end when supply begins.

Where:

• supply has not yet begun;

• the required consent or acknowledgement was not obtained; or

• the laws applying in your country provide a cancellation right that cannot be waived,

you will retain the cancellation rights provided by the applicable law.

Nothing in these Terms removes any mandatory cancellation right that cannot legally be excluded.
 

17. Faulty Digital Products

Except where required by law, we do not provide refunds merely because you:

• changed your mind after supply began;

• purchased the wrong Digital Product;

• failed to check the description or technical requirements;

• no longer want the product;

• do not like the creative style of a product that matches its description;

• deleted or lost the downloaded file; or

• cannot use it with unsupported software or equipment.

This does not affect your legal rights where a Digital Product:

• is faulty or corrupted;

• is not of satisfactory quality;

• is not fit for an expressly agreed purpose;

• does not match its description;

• contains undisclosed technical restrictions;

• cannot be accessed because of a problem for which we are responsible; or

• otherwise fails to meet mandatory legal standards.

If you believe that a Digital Product is faulty, contact us with:

• your order details;

• a description of the problem;

• the device and software being used; and

• screenshots or other useful evidence where appropriate.

Depending on the circumstances and applicable law, we may provide:

• technical assistance;

• a repeat download;

• a repaired or replacement file;

• access through an alternative method;

• a price reduction; or

• a full or partial refund.

We may ask you to try reasonable troubleshooting steps before issuing a remedy.
 

18. Digital Product licence

Unless the relevant product page or a separate licence states otherwise, purchasing a Digital Product grants you a limited:

• personal;

• non-commercial;

• non-exclusive;

• revocable;

• non-transferable; and

• non-sublicensable

licence to access and use the Digital Product.

You may download and store reasonable copies on devices that you own or control and may make a reasonable personal backup copy.

You do not acquire ownership of copyright or other intellectual-property rights in the Digital Product.
 

19. Prohibited uses of Digital Products

Unless expressly permitted by a separate commercial licence, you must not:

• sell or resell a Digital Product;

• give, transfer or assign it to another person;

• share your download link;

• make it available through a file-sharing service;

• upload it to a public or shared storage service;

• distribute copies;

• sublicense or rent it;

• publicly broadcast or perform it;

• use it in paid advertising;

• incorporate it into a commercial product;

• use it in film, television, theatre, games, applications, podcasts or commercial videos;

• register it or any part of it as your own intellectual property;

• remove copyright, trade-mark, metadata or rights-management information;

• use it to train or develop an artificial-intelligence model;

• create a substantially similar competing product from it; or

• help another person carry out any prohibited use.

The delivery of music, video, artwork or another Digital Product does not grant you:

• commercial-use rights;

• synchronisation rights;

• public-performance rights;

• broadcasting rights;

• theatrical rights;

• resale rights;

• promotional rights; or

• merchandising rights.

Any such rights must be granted separately in writing by the relevant rights holder.
 

20. Digital Products supplied with a commercial licence

Some Digital Products may be offered with a separate commercial licence.

Where a separate licence is supplied or displayed on the product page, that licence will govern the permitted commercial use of the Digital Product.

You must comply with any limitations concerning:

• the number of users;

• the number of projects;

• the type of project;

• audience or distribution size;

• advertising expenditure;

• revenue;

• territory;

• duration;

• client work;

• attribution; and

• prohibited industries or uses.

If there is a conflict between these general Terms and a product-specific licence, the product-specific licence will take priority concerning use of that product.

21. Digital download limits and backups

We may apply reasonable limits to the number of times a Digital Product can be downloaded.

Unless otherwise stated, promotional or complimentary Digital Products are limited to a maximum of three downloads per user.

You should download and create a secure personal backup of purchased files promptly.

We do not guarantee that a Digital Product or download link will remain available indefinitely.

Contact us if you experience a genuine technical problem or need a download link restored.

22. Complimentary Digital Products

Complimentary downloads remain protected by copyright and other intellectual-property rights.

Unless expressly stated otherwise, complimentary and promotional Digital Products are provided under the same personal, non-commercial licence as paid Digital Products.

The fact that a Digital Product was provided without charge does not place it in the public domain and does not grant permission to redistribute, resell or commercially exploit it.

We may withdraw or change a promotional offer at any time before it has been claimed.

Physical Products

23. Physical Product descriptions

Physical Products may include:

• T-shirts and other clothing;

• books and printed publications;

• mugs and drinkware;

• mouse mats;

• posters and prints;

• accessories;

• stationery; and

• other merchandise.

We take reasonable care to describe and display Physical Products accurately.

However, the appearance of a Product may vary slightly from images shown on the Website because of:

• screen settings;

• display brightness;

• photographic lighting;

• the material used;

• printing processes;

• manufacturing tolerances; or

• variations between production batches.

Colours displayed on a screen may not precisely match the colour of the finished Physical Product.

Measurements, weights and dimensions are approximate unless expressly stated otherwise.

Minor differences that do not materially affect the Product’s appearance, quality or use will not normally mean that it is faulty or not as described.

24. Clothing sizes

Where a Physical Product is available in different sizes, you should consult the size guide displayed on the product page before ordering.

Sizing may differ between manufacturers, garments and countries.

You are responsible for selecting the required size. This does not affect any statutory right to cancel an eligible online purchase or your rights if the Product is faulty or incorrectly supplied.

25. Print-on-demand production

Some Physical Products are manufactured or printed only after an order is placed.

The fact that a standard Product is printed or manufactured after an order has been placed does not by itself make that Product personalised.

A standard Moments of Grace T-shirt, mug, book, mouse mat or similar Product bearing the same standard design available to all customers will generally be treated as a standard Physical Product.

A Product will normally be treated as personalised or made to your specifications where it is created using:

• your name;

• your photograph;

• your wording or message;

• your selected custom design;

• a customer-supplied image;

• non-standard measurements;

• a design combination created specifically for you; or

• another individual specification requested by you.

26. Third-party production and fulfilment

We may use third-party print-on-demand manufacturers, printers, warehouses and fulfilment companies to produce, package and dispatch Physical Products.

The name or address of a fulfilment provider may appear on:

• packaging;

• dispatch notifications;

• delivery labels;

• customs documentation; or

• tracking information.

Unless the Website or checkout expressly states that another company is the seller, your purchase contract remains with Fractured Sounds Limited.

You should contact us, rather than the fulfilment provider, if you have a problem with an order.

27. Product availability

Physical Products are subject to availability.

Placing a Product in your shopping basket does not reserve it.

Although a print-on-demand Product may ordinarily be available, production can be affected by:

• shortages of blank products or materials;

• discontinued colours or sizes;

• manufacturing problems;

• equipment failures;

• delivery restrictions;

• legal restrictions; or

• circumstances outside our reasonable control.

If we cannot fulfil your order, we will contact you and refund any payment taken for the unavailable Product.

We may offer an alternative Product, but you will not be required to accept it.

28. Personalised Products

You are responsible for checking all names, wording, dates, photographs, images, sizes and other customisation details before submitting an order for a Personalised Product.

We will normally reproduce the information supplied by you and will not be responsible for errors contained in the information you submitted.

We may refuse a personalisation request that:

• infringes intellectual-property or privacy rights;

• is unlawful;

• is threatening, abusive, hateful or discriminatory;

• contains obscene or seriously offensive material;

• promotes violence or illegal activity;

• could expose us or a production partner to legal liability; or

• cannot reasonably be produced using the available process.

Where possible, we will contact you if a customisation request cannot be accepted.

29. Customer-supplied material

You must have all necessary rights and permissions to use any photograph, image, logo, wording, design or other material that you submit for a Personalised Product.

By supplying material to us, you grant us and our production partners a limited right to reproduce and process that material solely for:

• producing the Product;

• checking the order;

• providing customer support;

• preventing fraud; and

• complying with legal obligations.

You confirm that the supplied material does not:

• infringe copyright, trade-mark, privacy or other rights;

• contain unlawful content;

• misrepresent your identity or authority; or

• breach an obligation owed to another person.

You may be responsible for reasonable losses caused by your knowing or unlawful infringement of another person’s rights.

30. Placing an order

By placing an order, you are offering to purchase the selected Products subject to these Terms.

Before submitting your order, you will normally have an opportunity to review the Products selected and correct errors.

You must provide complete, current and accurate information, including your:

• name;

• billing address;

• delivery address;

• country of residence;

• email address;

• payment information; and

• applicable business tax information where relevant.

An automated acknowledgement that we have received your order does not necessarily mean that your order has been accepted.

A contract is formed when:

• we confirm that your order has been accepted;

• we dispatch a Physical Product;

• we begin supplying a Digital Product; or

• we accept payment and begin producing a Personalised Product,

whichever applies first.

We may decline or cancel an order where:

• payment is declined or reversed;

• the Product or price was displayed incorrectly;

• the Product is unavailable;

• we cannot legally supply the Product in your country;

• the order breaches a territorial licence;

• we reasonably suspect fraud or unauthorised payment activity;

• personalisation cannot be accepted;

• you have breached these Terms; or

• accepting the order would breach a law, sanction or regulatory requirement.

If we cancel an order after receiving payment, we will refund the amount paid unless we are legally entitled to retain it.

31. Changes and cancellations before production or dispatch

You should contact us immediately if you need to change or cancel an order.

We cannot guarantee that an order can be changed or cancelled after:

• production has begun;

• a Personalised Product has entered production;

• a Digital Product has been supplied; or

• a Physical Product has been dispatched.

This section does not remove any statutory cancellation right applying to a standard Physical Product.

Where a Personalised Product is made to your specifications or clearly personalised, you may not have a statutory change-of-mind cancellation right once the contract has been made.

32. Prices

The price payable will be the price displayed at checkout when your order is submitted.

Prices may be changed at any time. A later price reduction or promotional offer does not normally entitle you to a refund of the difference on an earlier purchase.

The Website may display prices in pounds sterling or another supported currency.

Currency conversions displayed on the Website may be approximate. The final currency and amount charged will be shown during checkout.

Your bank, card provider or payment service may:

• use a different exchange rate;

• charge foreign-transaction fees;

• charge currency-conversion fees; or

• impose other charges.

We are not responsible for independently imposed bank or payment-provider charges.

33. VAT, sales tax and other taxes

Products sold internationally may be subject to VAT, GST, sales tax or similar consumption taxes based on factors including:

• the customer’s country or region;

• the billing or delivery location;

• whether the customer is a Consumer or Business Customer;

• the type of Product;

• where the Product is produced or dispatched;

• the payment or marketplace provider used; and

• the tax rules applying at the time of purchase.

Where we, our payment provider, fulfilment partner or an online marketplace are required to collect applicable taxes, those taxes will be included in the displayed price or added and clearly shown at checkout.

You must provide accurate information concerning your country, billing location, delivery location and tax status.

Business Customers may be required to provide a valid VAT, GST or other tax-registration number before a transaction can be treated as a business-to-business supply.

You are responsible for any tax that local law specifically requires you to declare or pay directly to your local authority. Nothing in these Terms transfers to you a tax obligation that the law places on us.

Prices and tax treatment may differ between countries.

34. International customs and import charges

Physical Products delivered internationally may be subject to:

• import VAT;

• GST;

• customs duty;

• tariffs;

• brokerage fees;

• handling fees; or

• other import charges.

The Website or checkout may state that applicable import charges are:

• included in the price;

• collected during checkout; or

• payable by you when the Product enters the destination country.

Unless checkout expressly states that all duties and import charges are included, you may be required to pay charges imposed by the destination country or delivery company before the parcel is released.

We do not control independently imposed customs charges and cannot guarantee their amount.

You are responsible for supplying information reasonably required for customs clearance.

Where local law requires us or our fulfilment provider to collect or pay a particular charge, we will comply with that requirement.

If a parcel is refused because you do not wish to pay a properly disclosed import charge, any refund may be reduced by reasonable return, customs or handling costs, to the extent permitted by law.

35. Payment

Payment must be made using one of the methods shown at checkout.

Payments may be processed by Wix or another third-party payment provider. That provider may carry out fraud, identity, address and payment-authorisation checks.

We do not normally receive or store complete payment-card information.

Payment is generally charged when you place your order.

Your card provider may apply daily spending limits or security restrictions. If a transaction is declined, you should check that the information entered is correct or use another accepted payment method.

You must not attempt to make a payment using a payment method that you are not authorised to use.

36. Production and dispatch estimates

Print-on-demand Products require production before dispatch.

Estimated production and dispatch periods may be shown on the relevant product page or during checkout.

Production and dispatch estimates are not guaranteed delivery dates unless we expressly agree otherwise.

Orders containing multiple Products may:

• be produced at different locations;

• be dispatched separately;

• arrive in more than one parcel; or

• arrive on different dates.

You will not be charged additional delivery fees merely because we divide an order into separate parcels, unless this was made clear before purchase.

37. Delivery charges

Available delivery methods and charges will normally be displayed during checkout.

Delivery charges may depend on:

• the destination;

• the Product;

• the number of Products;

• parcel weight or dimensions;

• the selected delivery speed;

• the fulfilment location; and

• applicable taxes.

You should review the delivery method and charge before submitting your order.

38. Delivery times

We will aim to deliver Physical Products within the estimate displayed during checkout or in your order confirmation.

Where no different delivery period has been agreed, Products supplied to UK Consumers will normally be delivered without undue delay and within 30 days after the contract is made.

International delivery may take longer because of:

• customs clearance;

• import procedures;

• remote delivery locations;

• local postal services;

• seasonal demand;

• severe weather;

• transport disruption; or

• other events outside our reasonable control.

Please contact us if an order has not arrived by the estimated delivery date.

Where delivery within a particular period is essential, you should tell us before placing the order and obtain our agreement.

Nothing in these Terms restricts any legal right you may have if we fail to deliver within an agreed or legally required period.

39. Delivery addresses

You are responsible for providing a complete and accurate delivery address.

Please check the delivery address carefully before submitting your order.

Contact us immediately if you discover an error. We cannot guarantee that an address can be changed after production or fulfilment has begun.

We will not be responsible for failed delivery caused by an incorrect or incomplete address supplied by you, except where we failed to use reasonable care.

If a parcel is returned because:

• the address was incorrect or incomplete;

• delivery was refused;

• the parcel was not collected;

• required import charges were not paid; or

• the delivery company could not obtain access,

we may require payment of reasonable redelivery costs before sending it again.

Where a refund is provided, we may deduct reasonable delivery, return and handling costs to the extent permitted by applicable law.

40. Failed, delayed or lost deliveries

If tracking shows that a parcel is delayed, you should allow a reasonable period for the carrier to complete delivery.

If you believe that a parcel has been lost, contact us at:

admin@momentsofgrace.online

Please include:

• your name;

• order number;

• delivery address; and

• any relevant tracking information.

We may need to investigate the delivery with the carrier or fulfilment provider before providing a replacement or refund.

This does not affect any statutory right you may have where the Product has not been delivered within an agreed or legally required period.

41. Risk and ownership

You will normally become responsible for a Physical Product when it is delivered to:

• you;

• a person identified by you to receive it; or

• a safe place expressly nominated by you.

If you independently appoint a carrier that was not offered by us, responsibility may pass when the Product is delivered to that carrier, where applicable law allows.

Ownership of a Physical Product passes to you when:

• we have received payment in full; and

• the Product has been delivered,

unless applicable law provides otherwise.

42. Inspection on delivery

You should inspect a Physical Product within a reasonable period after delivery.

Please contact us promptly if:

• the Product is damaged;

• the wrong Product was supplied;

• an item is missing;

• the printing is materially defective;

• the Product does not match its description; or

• there is another fault.

Prompt notification may help us investigate the issue with the carrier or production provider. However, a delay in notifying us does not remove any statutory rights that cannot lawfully be limited.

43. Cancelling standard Physical Products

If you are a UK Consumer purchasing a standard Physical Product online, you will normally have the right to cancel the purchase without giving a reason.

The cancellation period normally ends 14 days after the day on which:

• you receive the Product;

• a person nominated by you receives the Product; or

• you receive the final Product, parcel or piece where an order is delivered separately.

To exercise this right, you must clearly tell us that you wish to cancel before the cancellation period expires.

You can do this by contacting:

admin@momentsofgrace.online

Please provide:

• your name;

• order number;

• details of the Product;

• the delivery address; and

• the date on which it was received.

Consumers outside the United Kingdom may have the same, longer, shorter or additional rights under mandatory local law.

44. Products excluded from change-of-mind cancellation

A statutory change-of-mind cancellation right may not apply to certain Products, including:

• Products made to your specifications;

• clearly Personalised Products;

• sealed Products that are not suitable for return for health-protection or hygiene reasons once unsealed;

• sealed audio, video or computer-software Products once unsealed;

• perishable Products;

• newspapers, periodicals or magazines, except subscriptions; and

• other Products excluded by applicable law.

The exclusion for Personalised Products does not apply merely because a standard Product was printed or manufactured after the order was placed.

A Personalised Product may still be returned or remedied if it is:

• faulty;

• damaged;

• incorrectly produced;

• not as described; or

• different from the personalisation information accepted by us.

45. Returning cancelled Physical Products

After notifying us that you wish to cancel an eligible Physical Product, you must return it within 14 days unless a different period is required by applicable law.

You must contact us before returning a Product so that we can provide:

• the correct return address;

• any required return reference;

• packaging instructions; and

• other relevant information.

Do not send a returned Product to our registered office unless we specifically instruct you to do so.

Different Products may need to be returned to different fulfilment locations.

You must take reasonable care of the Product while it is in your possession.

The Product should be returned:

• complete;

• with any accessories;

• with labels attached where reasonably possible; and

• appropriately packaged to prevent damage.

You may examine a Product in the way you would reasonably be permitted to examine it in a physical shop.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is reasonably necessary to establish the Product’s nature, characteristics and functioning.

46. Return postage for change-of-mind cancellations

Unless we state otherwise or applicable law requires us to pay, you will be responsible for the direct cost of returning a non-faulty Physical Product following a change-of-mind cancellation.

We recommend using a tracked or otherwise verifiable delivery service and retaining proof of postage.

You remain responsible for the returned parcel until it is received at the return address, except where applicable law provides otherwise.

We will pay or reimburse reasonable return costs where a Product is:

• faulty;

• damaged on delivery;

• incorrectly supplied;

• materially different from its description; or

• required by law to be returned at our expense.

You should contact us before returning a faulty or incorrect Product so that we can provide suitable instructions.

47. Refunds following cancellation of Physical Products

Where you validly cancel an eligible Physical Product, we will refund:

• the price paid for the returned Product; and

• the cost of the least expensive standard delivery method offered for that order, where required by law.

If you selected an enhanced or more expensive delivery method, we are not required to refund the difference between that method and the least expensive standard delivery option, except where applicable law requires otherwise.

We will normally issue the refund within 14 days after the earliest of:

• the day we receive the returned Product;

• the day you provide satisfactory evidence that the Product has been returned; or

• where no Product was supplied, the day we are informed of the cancellation.

We may withhold the refund until we receive the Product or evidence that it has been returned, where permitted by law.

Refunds will normally be made using the original payment method unless otherwise agreed.

48. Faulty, damaged or misdescribed Physical Products

Physical Products must meet the standards required by applicable consumer law.

For UK Consumers, Products must be:

• of satisfactory quality;

• fit for their normal purpose and any particular purpose expressly agreed with us; and

• as described.

If a Physical Product is faulty, damaged, incorrectly supplied or not as described, contact:

admin@momentsofgrace.online

Please include:

• your order number;

• a description of the problem;

• photographs showing the Product and packaging where reasonably possible; and

• any other relevant information.

Depending on the circumstances and applicable law, you may be entitled to:

• reject the Product and receive a refund;

• a repair;

• a replacement;

• a price reduction; or

• another appropriate remedy.

For UK Consumers, a short-term right to reject faulty goods will normally apply for 30 days after delivery, subject to the Consumer Rights Act 2015 and the circumstances of the purchase.

After the short-term rejection period, a repair or replacement may normally be offered before a price reduction or final rejection, where applicable.

Nothing in these Terms limits your mandatory rights concerning faulty, damaged or misdescribed Products.

49. Damage caused during delivery

If a Product arrives damaged, you should retain:

• the Product;

• the internal packaging;

• the external packaging;

• the delivery label; and

• any documentation included in the parcel.

We may ask you to provide photographs or other reasonable evidence so that we can investigate the damage with the carrier or fulfilment provider.

You should not return a damaged Product until we have provided return instructions.

50. Incorrect Products and missing items

If you receive the wrong Product or part of your order is missing, contact us promptly.

We may ask for photographs of:

• the Product received;

• the packaging;

• the delivery label; and

• any packing slip.

Where we confirm that an incorrect Product was supplied, we will arrange an appropriate remedy and cover reasonable return costs where required.

51. Care and use of Physical Products

You should follow any care, washing, cleaning, safety and usage instructions supplied with a Physical Product or shown on the product page.

We are not responsible for damage caused by:

• failing to follow care instructions;

• misuse;

• accidental damage after delivery;

• normal wear and tear;

• alteration or repair by an unauthorised person;

• use for an unintended purpose; or

• exposure to unsuitable temperatures, liquids, chemicals or conditions.

This does not exclude responsibility for an inherent fault or for inadequate instructions where applicable law makes us responsible.

52. Product safety

Physical Products should be used only for their intended purpose.

You should follow warnings, age recommendations and safety instructions supplied with a Product.

Products intended for decorative use should not be used for food, drink, children, animals or another purpose unless the product description expressly states that they are suitable for that use.

You should stop using a Product and contact us if you become aware of a possible safety issue.

We may contact customers concerning a safety notice, product correction or recall where necessary.

53. Changes to Products

We may add, remove, update or replace Products offered through the Website.

We may also change:

• designs;

• colours;

• materials;

• manufacturers;

• sizes;

• file formats;

• technical requirements;

• product descriptions;

• prices;

• download limits;

• licence options;

• delivery locations; and

• territory availability.

Changes will not remove any mandatory rights relating to a Product you have already purchased.

Where a material change is required after you place an order but before supply, we will contact you and provide an appropriate option, which may include cancellation and a refund.

54. Promotions, discounts and complimentary Products

Promotions and discount codes may be subject to additional conditions.

Unless otherwise stated:

• promotions cannot be exchanged for cash;

• discount codes cannot be combined;

• a discount applies only to eligible Products;

• a promotion may have an expiry date;

• a promotion may be restricted by country or customer;

• a code may be limited to one use; and

• delivery charges and taxes may remain payable.

We may withdraw or correct a promotion before an order is accepted where it contains an obvious error or has been used fraudulently.

Complimentary Physical Products and promotional merchandise remain subject to applicable intellectual-property rights and reasonable usage restrictions.

55. Security and viruses

We take reasonable steps to protect the Website and Digital Products.

However, we cannot guarantee that the Website or every downloaded file will always be completely secure or free from harmful code.

You are responsible for maintaining appropriate:

• security software;

• antivirus protection;

• device updates;

• passwords; and

• backups.

You must not introduce malicious material or attempt to attack the Website through a denial-of-service attack or similar method.

56. Events outside our control

We will not be responsible for a delay or failure caused by events outside our reasonable control, including:

• internet or hosting failures;

• interruptions to payment networks;

• power failures;

• cyberattacks;

• natural disasters;

• severe weather;

• acts of government;

• war, terrorism or civil unrest;

• labour disputes;

• carrier or postal disruption;

• shortages of materials;

• customs delays;

• import or export restrictions;

• failure of third-party platforms;

• changes to laws or sanctions; or

• failure of telecommunications services.

Where such an event affects an order, we will take reasonable steps to minimise the effect and provide an appropriate remedy where required by law.

57. Our responsibility to Consumers

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• defective products where liability cannot be excluded; and

• statutory consumer rights or other liability that cannot legally be excluded.

If you are a Consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

Loss or damage is foreseeable where it is obvious that it will happen or where both you and we knew, when the contract was formed, that it might happen.

We are not responsible for losses caused by:

• your failure to follow reasonable instructions;

• unsupported equipment or software;

• inaccurate information supplied by you;

• an incorrect delivery address supplied by you;

• unauthorised alterations to a Product;

• misuse or accidental damage after delivery;

• a third-party website or service;

• your unlawful or prohibited use of a Product; or

• events outside our reasonable control.

Products supplied to Consumers are intended for personal use unless a commercial purpose is expressly agreed.

We are not responsible for commercial losses suffered because a Consumer used a personal-use Product for business purposes.

58. Our responsibility to Business Customers

If you are a Business Customer, to the fullest extent permitted by law:

• we exclude implied terms that may legally be excluded;

• we are not responsible for indirect or consequential loss;

• we are not responsible for loss of profit, revenue, business, anticipated savings, contracts, opportunity, goodwill or data; and

• our total liability relating to a Product will not exceed the amount you paid for the affected Product.

These limitations do not apply to liability that cannot legally be excluded or limited.

Business Customers are responsible for evaluating whether a Product is suitable for their intended commercial purpose and for obtaining any necessary additional licence.

59. Privacy and personal information

We process personal information in accordance with our Privacy Policy:

momentsofgrace.online/privacy-policy

To process orders and international sales, we may need to collect information including:

• your name;

• email address;

• billing address;

• delivery address;

• country;

• payment confirmation;

• IP-address location information;

• tax status;

• order history;

• download history; and

• delivery and tracking information.

We may share information necessary to fulfil your order with:

• payment processors;

• print-on-demand manufacturers;

• printers;

• warehouses;

• delivery companies;

• customs providers;

• technology providers; and

• customer-support providers.

This information may be used for order fulfilment, tax determination, customs clearance, delivery, fraud prevention, customer support, legal compliance and enforcement of licence restrictions.

Further information is provided in our Privacy Policy.

60. Complaints and customer support

Please contact us promptly if you have a complaint or require assistance with:

• an order;

• payment;

• billing;

• downloading;

• product access;

• delivery;

• returns;

• compatibility;

• a damaged or faulty Product;

• an incorrect Product;

• personalisation; or

• a licence question.

Contact form:

momentsofgrace.online/contact

Customer-service email:

admin@momentsofgrace.online

Please include your order number where available.

We will try to investigate and respond within a reasonable period.

61. Local consumer rights

Nothing in these Terms is intended to exclude or restrict rights that Consumers have under mandatory laws applying in their country of residence.

Depending on your location, these rights may include rights concerning:

• pre-contract information;

• transparent pricing;

• delivery;

• cancellation;

• returns;

• refunds;

• faulty goods;

• faulty digital content;

• product safety;

• product updates;

• payment disputes;

• unfair contract terms; and

• access to local courts or dispute-resolution procedures.

If local mandatory law provides you with greater protection than these Terms, that protection will apply.

62. Governing law and jurisdiction

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

If you are a Consumer, this choice of law does not deprive you of any mandatory protection provided by the laws of the country in which you normally live.

Consumers may bring legal proceedings in the courts of England and Wales or, where applicable law permits, in the courts of the country or region in which they live.

If you are a Business Customer, the courts of England and Wales will have exclusive jurisdiction over disputes arising from or connected with these Terms.

63. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as removed or limited to the minimum extent necessary.

The remaining provisions will continue in full force.
 

64. No waiver

If we do not immediately enforce a right or provision under these Terms, this does not mean that we have waived that right.

A waiver relating to one breach will not constitute a waiver relating to another breach. 
 

65. Transfer of rights

You may not transfer your rights or obligations under these Terms without our prior written agreement.

We may transfer our rights and obligations to another organisation, for example as part of a sale, restructuring or transfer of the Website or business.

Where you are a Consumer, such a transfer will not reduce your statutory rights.

66. Third-party rights

Unless expressly stated otherwise, no person other than you and Fractured Sounds Limited has the right to enforce these Terms.

This does not affect the rights of any owner or licensor of intellectual property contained in a Product.

67. Entire agreement

These Terms, our Privacy Policy, the relevant product description and any product-specific licence form the agreement between you and us concerning your use of the Website and purchase of Products.

If you are a Consumer, nothing in this section limits rights relating to statements or information that the law treats as part of the contract.

Nothing in these Terms limits liability for fraud or fraudulent misrepresentation.

68. Contact and company information

The Website is owned and operated by:

Fractured Sounds Limited
Company number: 17323377
Registered in England and Wales
 

Registered office:

52 Pinner High Street
Pinner
Middlesex
HA5 5PW
United Kingdom
 

Website:

momentsofgrace.online
 

Contact form:

momentsofgrace.online/contact
 

Customer-service email:

admin@momentsofgrace.online
 

Please contact us before returning a Physical Product. The correct return address may be different from our registered office because Products may be produced and dispatched by different fulfilment providers.