Refund policy

1. Refund & Return Policy

Shopify location: Settings → Policies → Return and refund policy

Last updated: September 1, 2026

At Keepsake Haven, we want your keepsake to arrive in a condition worthy of the moment it represents. This Refund & Return Policy applies to purchases made through https://keepsakehaven.site.

30-day return window

You may request a return within 30 days after the carrier marks your order as delivered. To start a return, email support@keepsakehaven.site with your order number, the item(s) you wish to return, and the reason for the request. Returns sent without prior authorization may not be accepted.

Return eligibility

To qualify for a return, an item must be unused, unworn where applicable, undamaged, and returned with all original packaging, inserts, accessories, and proof of purchase. You are responsible for packing fragile items securely. We may reduce or deny a refund when an item is returned used, damaged after delivery, incomplete, or materially different from its original condition, to the extent permitted by law.

Items not eligible for change-of-mind returns

Personalized, customized, engraved, made-to-order, or specially sourced items;

Gift cards, downloadable or digital products;

Final-sale or clearance items clearly marked as non-returnable before purchase;

Items damaged through misuse, improper handling, modification, or normal wear;

Items returned after the return window, except where applicable law requires otherwise.

This exclusion does not limit rights relating to items that arrive damaged, defective, or materially different from what was ordered.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs and any loss or damage during return transit. Original shipping charges are non-refundable unless the return results from our error or applicable law requires otherwise. For verified damaged, defective, or incorrect items, we will provide an appropriate remedy and, when a physical return is required, reasonable return instructions or a prepaid label.

Do not mail any return to an address shown on a shipping label. Some orders may be fulfilled by different facilities. We will provide the correct authorized return address after approving the request.

Refunds

We will inspect an authorized return and notify you whether the refund is approved. Approved refunds are issued to the original payment method, generally within 10 business days after inspection. Your bank or card issuer may require additional time to post the credit. If more than 15 business days have passed since we approved a refund, contact us.

Exchanges

We do not guarantee direct exchanges because inventory can change. The fastest option is usually to return an eligible item and place a new order after the return is approved. For damaged, defective, or incorrect items, contact us before placing a replacement order.

Cancellations and refused deliveries

Cancellation requests are governed by our Order Cancellation & Change Policy. Refusing delivery does not automatically qualify an order for a refund. Actual return shipping, carrier fees, duties, or losses caused by an unauthorized refusal may be deducted where permitted by law.

Consumer rights

Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law.