Policy
Returns, Refunds & Cancellations Policy
Last updated: September 2026
Kind Keeps products are personalized and made specifically from the design submitted and approved by each customer. Because of this, our return policy is different from that of a traditional retail product.
Personalized Products
Personalized Kind Keeps products are generally final sale once production begins. We do not normally accept returns because a customer changes their mind after a personalized product has entered production.
Cancellations
Customers may request cancellation before production begins. For Kind Keeps, production begins when the order is moved from Ready for Production to In Production by our production team. We will make reasonable efforts to cancel an order if production has not started. Once production begins, cancellation may no longer be possible because the item is being produced specifically for that customer. Submitting a cancellation request does not guarantee cancellation until Kind Keeps confirms it.
Customer-Approved Design Information
Customers are responsible for reviewing their design before completing checkout. This includes: • Names • Dates • Messages • Spelling • Photo selection • Photo positioning and cropping • Text placement • Selected design options If the finished keepsake accurately matches the design submitted and approved by the customer, errors contained in the customer's submitted information are generally not eligible for a refund or free replacement. If you discover a mistake immediately after ordering and production has not begun, contact us as soon as possible.
Kind Keeps Production Errors
If Kind Keeps produces an item that materially does not match the design associated with the customer's order, we will review the issue. Depending on the circumstances, we may provide: • A replacement at no additional charge • A refund • Another appropriate resolution agreed upon with the customer Examples may include incorrect text introduced during production, production of the wrong design, or another manufacturing error attributable to Kind Keeps.
Damaged or Defective Items
If your keepsake arrives damaged or has a manufacturing defect, contact us within 7 days of delivery. Please include your order number and clear photographs showing the issue. After review, Kind Keeps may provide a replacement or refund as appropriate.
Natural Product and Display Differences
Colors and appearance may vary somewhat between phones, computer displays, digital previews, printing equipment, materials, and the finished physical product. Minor differences that are normal to the manufacturing process and do not materially change the approved design are not considered production errors.
Refund Timing
Approved refunds are processed through the original payment method using Shopify. Banks and payment providers may require additional time to post the refund after Kind Keeps has issued it.
Contact
To request help with an order, cancellation, damaged item, or refund, visit: KindKeeps.com/contact