Refund policy

Every keepling is made to order, with your photograph and your words, for you alone.

Personalised pieces

Under the Consumer Contracts Regulations 2013, bespoke and personalised goods are exempt from the 14-day cancellation right, so they can't be returned for a change of mind. We take that seriously, which is why a person checks your photo before anything is engraved. If it won't do them justice, we email you first and help you choose a better one. Your order doesn't proceed until the portrait is right.

Changed your mind before we start?

If you email us before the engraving begins, we'll cancel and refund you in full. Once a piece has been engraved with your photograph it can't be sold to anyone else, which is why the exemption exists.

If something is wrong

If your keepling arrives damaged, faulty, or not as you approved it, contact us within 30 days and we will remake it or refund you in full, including postage, under the Consumer Rights Act 2015. You will not be asked to argue for this.

Refunds

Refunds are issued to your original payment method within 14 days of us receiving the return, or of agreeing the refund where no return is needed.

To start a return or report a problem, email hello@keepling.uk with your order number.