In short: every keepsake is personalised and made to order, so we cannot accept returns because you have changed your mind. But if your item arrives damaged, faulty or misprinted, we will reprint it free of charge or refund you in full. Keep the box, tell us within 30 days of delivery and send a photo. Your statutory rights are not affected. Please enter the name, date, words or photo on the product page before you add an item to your basket. We do not send proofs, so check everything before you pay.
Personalised items and the 14-day cancellation right
When you buy most things online in the UK, you have a legal right to cancel within 14 days of receiving them. That right comes from the Consumer Contracts Regulations 2013.
The same Regulations say the 14-day right does not apply to goods that are made to your specification or clearly personalised (regulation 28(1)(b)). Everything we sell is printed with the name, date, place, words or photo you give us. So the 14-day right to cancel does not apply to our keepsakes, and we cannot accept a return or give a refund because:
- you have changed your mind;
- you ordered the wrong size, colour or style;
- the personalisation has a spelling mistake that was in the text you entered;
- the photo you uploaded was low resolution, cropped or blurred, and we warned you at the time; or
- the item was a gift and the recipient did not want it.
We know this can feel strict. It is the law, and it is also how printing to order works: a mug with someone else's dog on it cannot be sold to anyone else. To keep this fair, we do the following.
- You can cancel free of charge before your order goes to our printer. Orders go to our printer within about 10 minutes of payment, so please check every detail before you pay. If you email us with your order number and the order has not yet gone to the printer, we will cancel it and refund you in full to your original payment method within 14 days.
- You can change the personalisation before your order goes to our printer in the same way, at no cost.
- If you spot a spelling mistake after your item has been printed, we will reprint it at 50% of the item price, with no delivery charge. Just email us.
If we ever sell an item that is not personalised
If you buy something from us that has no personalisation at all, the 14-day right to cancel does apply. You may cancel for any reason within 14 days of receiving it, return it to us unused and in its original packaging within 14 days of telling us, and we will refund the item price and the standard delivery charge within 14 days of getting it back. You pay the cost of returning it. At launch, all our products are personalised, so this section will rarely apply.
Damaged, faulty or misprinted items
Damaged or misprinted? You are entitled to a free reprint or a full refund, and we make it easy.
If your keepsake arrives:
- damaged in transit (chipped, cracked, dented, creased);
- faulty (for example a print that is peeling, smudged or has a manufacturing defect); or
- misprinted (the personalisation on the item does not match what you entered, or it is the wrong design, colour or size),
please keep the box and email us within 30 days of delivery with:
- your order number; and
- one photo or a short video showing the problem. If the item was damaged in transit, show the box, the design and the damage together.
If you no longer have the box, still get in touch.
We will reply within one working day. In almost every case we will send a replacement free of charge, printed and dispatched in the usual 2 to 5 working days. If you would rather have a refund, tell us and we will refund the full price you paid, including delivery, to your original payment method within 14 days.
You will not normally need to send the damaged item back. If we do ask for it, we will pay the return postage.
Wrong item received
If you receive something you did not order, email us with your order number and a photo of what arrived. We will send the correct item free of charge and tell you what to do with the wrong one. You will not be asked to pay for return postage.
Problems that appear after 30 days
If a fault appears within six months of delivery, we will assume it was there when it arrived and reprint the item or refund you. After six months you still have rights under the Consumer Rights Act 2015, so get in touch whenever a fault appears.
Refunds
Refunds go back to the payment method you used at checkout. Once we confirm a refund, it usually appears within five working days, depending on your bank or card provider. We do not offer refunds in cash or to a different card.
Your statutory rights
We are legally required to supply goods that are as described, of satisfactory quality and fit for purpose. Nothing on this page reduces your legal rights as a consumer. Your statutory rights are not affected.
How to contact us
Email hello@keptbyyou.co.uk with your order number in the subject line. We reply within one working day, Monday to Friday. Our postal address is at the foot of this page.
Last updated: 25 October 2026.
Questions? Email us at hello@keptbyyou.co.uk and we will reply within one working day.
Kept by You is the trading name of Khurram Yaseen, sole trader, 39 Heather Road, Birmingham, B10 9TE, United Kingdom, hello@keptbyyou.co.uk, 07849 495050.