Refund & Returns Policy – The Keepsake Chamber

Last updated: 10.12.2025

This Refund & Returns Policy explains how we handle cancellations, returns and refunds for orders placed with The Keepsake Chamber.

Nothing in this Policy affects your statutory rights under UK law.

1. Overview

Because many of our products are personalised or made to order, different rules apply to:

  • personalised / made-to-order items, and
  • non-personalised items.

Please check which category your purchase falls into.

2. Change-of-mind returns

a) Personalised and made-to-order items

For items that are made to your specification or clearly personalised, you do not have a legal right to cancel just because you change your mind, once we have started work on your order.

Accordingly:

  • we cannot usually accept returns of personalised items for change-of-mind or minor variations (e.g. grain in wood, tone differences in engraving);
  • if you contact us very quickly and we have not yet started design or production, we may be able to cancel as a goodwill gesture, but this is not guaranteed.

This does not affect your rights if the item is faulty, damaged or not as described (see section 3).

b) Non-personalised items (change of mind)

For non-personalised items bought online, you have a statutory 14-day cooling-off period from the day after you receive your order, during which you can cancel without giving a reason.

We also offer an enhanced returns window as a goodwill policy.

Within 14 days of delivery (statutory right)

  • You must notify us of your decision to cancel within 14 days of the day after you receive the goods.
  • You then have another 14 days to return the goods.
  • We will refund the product price and the basic outbound delivery charge.
  • You are responsible for the cost of returning the goods unless they are faulty or we sent the wrong item.

From day 15 to day 30 after delivery (our additional policy)

We may accept returns of eligible non-personalised items up to 30 days from delivery, if:

  • they are unused,
  • in resellable condition, and
  • in the original or equivalent protective packaging.

Refunds after day 14 may exclude original delivery costs, and we may decline returns that do not meet the condition requirements.

We recommend using a tracked postal service for returns, as you remain responsible for the goods until we receive them.

3. Faulty, damaged or incorrect items

If your item is:

  • faulty,
  • damaged in transit, or
  • not what you ordered,

please contact us as soon as reasonably possible at hello@keepsakechamber.com with:

  • your order number,
  • a description of the issue, and
  • clear photos of the product and any damage to the packaging.

We may also ask you to retain the packaging while we investigate, especially for shipping damage claims.

Where the item is confirmed to be faulty, damaged or incorrect, we will offer an appropriate remedy in line with UK consumer law, which may include:

  • repairing the item where practical,
  • replacing or remaking the item (especially for personalised goods), or
  • providing a full or partial refund where a repair or replacement is not possible or reasonable.

In these cases, we will usually cover the reasonable cost of return postage, or provide a pre-paid return label where possible.

4. Return postage and methods

Change-of-mind returns (non-personalised items)

  • You are responsible for the cost of returning the goods if you simply change your mind.
  • We recommend using a tracked method and keeping proof of postage.

Faulty, damaged or incorrect items

Where we ask you to return the item, we will either:

  • provide a pre-paid label, or
  • reimburse reasonable return postage costs (standard service) once we receive evidence of the cost.

Please package items securely to avoid further damage in transit.

5. How to return an item

  1. Contact us first at hello@keepsakechamber.com, including your order number and reason for return.
  2. We will confirm whether the item is eligible for return and provide you with the return instructions and address.
  3. Send the item back using the agreed method, keeping your proof of postage.
  4. Once we receive and inspect the item, we will confirm your refund, replacement or other remedy.

6. Refunds

Where a refund is due, we will:

  • process it to the original payment method where possible, and
  • aim to process within 14 days of receiving the returned goods (or evidence of posting), or of confirming that a refund is appropriate.

Depending on your bank or payment provider, it may take a few additional working days for the funds to appear on your account.

7. Exceptions and notes

We may not be able to issue a full refund if:

  • the value of the goods has been reduced by more than necessary handling (beyond what you would reasonably do in a shop);
  • non-personalised items are returned beyond the 30-day window;
  • items are returned without adequate protective packaging and further damage occurs.

This Policy should be read together with our Terms & Conditions.