Return Policy

We accept returns for defective products only. Because every keepsake we sell is custom-made and personalized to your photos and text, we are unable to accept returns for change-of-mind or non-defective reasons.

A product is considered defective if it arrives damaged in transit, is misprinted, has a manufacturing flaw, or is materially different from what you ordered. If any of these apply, we will make it right.

We do not accept exchanges. Because each keepsake is personalized, exchanging one custom-made item for another is not practical. If your product is defective, we handle it as a replacement or refund under the defective-returns process below — not as an exchange.

You have 14 days from the date you receive your order to report a defective product and request a return. Please contact us within this window so we can resolve the issue promptly.

Customers are responsible for the cost of return shipping. If your return is approved, ship the defective item back to us using a trackable shipping method. We recommend keeping the tracking number until the return is complete.

There is no restocking fee for approved defective returns. You will receive a full refund of the product price or a replacement, as described below.

To request a return for a defective product, email us within 14 days of receiving your order:

Once we receive and inspect your returned item, we will:

• Replacement — We will produce and ship a corrected version of your keepsake at no additional cost, or
• Refund — We will issue a full refund of the product price to your original payment method.

Refunds are typically processed within 5 business days of us receiving the returned item. Depending on your bank, it may take a few additional days to appear on your statement. Original shipping charges are non-refundable.

This return policy applies to orders shipped to Canada. Return details for other countries and specific products will be added here as we expand shipping to new regions.