Refund policy

Keepsake Studio — Returns & Refunds

Cancellations and changes

You may request cancellation before production begins. Once production starts, we generally cannot cancel or change a personalized order, except where required by law. This does not limit applicable delay-related cancellation rights described below.

If shipment is delayed

If we cannot ship within the applicable stated shipping timeframe, we will notify you promptly, provide a revised shipping estimate and explain how to cancel for a refund. Where required by applicable law, we will obtain your consent to the delay or cancel and refund the unshipped merchandise. Required refunds will be made within the applicable legal timeframe. If the entire order is cancelled because we cannot ship it, the refund includes the shipping charge.

Returns for personalized items

Each personalized piece is made using the details you submit. We do not accept returns because you change your mind or provide incorrect text, photos, or design instructions, except where required by law.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or does not match your order because of our error, contact us with your order number and a description of the issue. After verification, we will remake or replace the item at no charge for the replacement product. You may keep the original item; no return is required.

Where permitted by applicable law, you are responsible for replacement shipping. We will disclose the shipping charge and obtain your agreement before collecting payment and arranging shipment. Nothing in this policy limits rights or remedies required by applicable law.

If photos are needed, we will explain how to send them; the contact form does not accept attachments.

Need help?

Use our Contact page for address corrections, cancellation requests, or item issues. Include your order number and a description so we can review your request.