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Our Promise

Refund & Returns Policy

Last updated: 8 March 2026

We want you to be completely happy with your Keepsy order. This page explains your statutory rights and our returns process.

Your Statutory Rights

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If your order does not meet these standards, you have the right to a repair, replacement, or refund.

These statutory rights are not affected by our policies below. Nothing on this page limits your legal rights as a consumer.

Right to Cancel — Personalised Goods

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers who buy goods online generally have a 14-day right to cancel their order and receive a full refund without giving a reason.

However, this right to cancel does not apply to goods that are "made to the consumer's specifications or are clearly personalised" (Regulation 28(1)(b)). All Keepsy products are made individually to your specifications — including your uploaded photo, custom AI-generated design, chosen colour, and size. Once production begins, we are unable to cancel your order or accept a return for "change of mind."

Important: We bring this exception to your attention before you complete your order, as required by Regulation 28(3) of the Regulations. By confirming your purchase, you acknowledge that the cancellation right does not apply.

When We Will Refund or Replace Your Order

Even though the 14-day cancellation right does not apply to personalised goods, we will always make things right if there is a problem with your order. We offer a full refund or replacement in the following circumstances:

  • • Item arrived damaged in transit
  • • Significant misprint, print defect, or quality issue
  • • Wrong item or specification received (wrong size, colour, or design)
  • • Item not delivered within a reasonable timeframe

Please contact us within 30 days of delivery with photo evidence of the issue and your order number.

How to Request a Refund or Replacement

  1. 1. Email us at support@keepsy.store with the subject line "Refund Request — [Order Number]."
  2. 2. Include: your order number, a clear description of the issue, and photographs showing the defect or damage.
  3. 3. We will respond within 2 business days with a resolution — either a replacement order or a refund.
  4. 4. Refunds are issued to your original payment method within 14 days of us agreeing to refund you. You do not need to return a defective item unless we specifically request it.

Return Shipping

For defective or incorrect items, we will cover the cost of return shipping or arrange a pre-paid return label. We will not ask you to return items at your own expense where the fault is ours.

International Orders (US Customers)

US customers have equivalent protections under US consumer protection law. Our refund process above applies equally to US orders. Please contact us at support@keepsy.store for assistance.

Customer Support

We typically respond within 24 hours, 7 days a week. Email us at support@keepsy.store