Pure Keepsake products are personalized using customer-submitted photographs, wording, sizes, and design choices. This policy explains when a refund may be available and when another resolution may be more appropriate.
Can a personalized keepsake be refunded? A refund may be considered when the delivered item is damaged, defective, materially different from the confirmed order, or personalized incorrectly because of a production error. Change-of-mind requests and customer-submitted errors are usually not refundable after production begins.
Orders That May Qualify for a Resolution
· The item arrived damaged.
· The item has a verified manufacturing defect.
· The product received is not the product ordered.
· The completed personalization does not match the information or approved design supplied for the order.
· The order cannot be fulfilled and Pure Keepsake cancels it before delivery.
· Applicable consumer law requires a refund or another remedy.
Orders That Are Usually Not Refundable
· A customer changes their mind after production has started.
· A name, date, message, photograph, address, size, or other detail was submitted incorrectly by the customer.
· A customer approved a design proof containing the detail later disputed.
· Normal differences occur between a digital screen and the physical appearance of color, material, texture, grain, engraving, or printing.
· The item is used, altered, damaged after delivery, or returned without authorization.
· Delivery is delayed by a carrier, customs authority, weather event, incorrect address, or another circumstance outside the seller’s reasonable control, unless applicable law provides otherwise.
Cancellations and Order Changes
Contact support immediately after ordering when a change or cancellation is needed. A request can be accepted only while the order can still be stopped or edited. Personalized production may begin quickly, and cancellation is not guaranteed after work starts.
How to Request a Refund Review
1. Use the Contact page and select the order-problem or refund topic.
2. Provide the order number, checkout email, product name, and a clear description of the issue.
3. Attach photographs of the item, personalization, packaging, and shipping damage where relevant.
4. Keep the product and packaging until instructions are provided.
5. Do not send an item back without return authorization and the correct return directions.
Available Resolutions
After reviewing the order and evidence, the appropriate resolution may be a correction, remake, replacement, store credit, partial refund, full refund, or another remedy required by applicable law. The available option depends on the product, issue, production status, and legal obligations.
Refund Method and Processing
Approved refunds are initiated to the original payment method unless another lawful arrangement is agreed. Financial institutions and payment providers control how long the credit takes to appear after it is issued.
Shipping Costs
Whether original or return shipping costs are refundable depends on the reason for the request, the resolution provided, and applicable law. Instructions supplied during the review will explain any approved shipping arrangement.
Consumer Rights
Nothing in this policy limits rights or remedies that cannot legally be excluded. Where mandatory consumer law provides greater protection, that law takes priority.
Questions About a Refund
Review the Returns and Resolutions page for practical next steps, then use the Contact page with the relevant order information.