Refund policy

Returns, Refunds & Order Issues

Most Ours, Kept. products are personalized or made to order specifically for you. Because of this, personalized and custom items are not eligible for returns or exchanges due to change of mind, incorrect personalization submitted with the order, or ordering the wrong item or option.

Please carefully review all names, dates, spelling, and personalization details before submitting your order.

Damaged, defective, or incorrect orders: If your item arrives damaged, defective, or materially different from what you ordered, please contact us as soon as possible through our Contact page. Include your order number and clear photos of the item and packaging when applicable. Once the issue is verified, we will provide an appropriate replacement or refund.

Changes and cancellations: Personalized orders may enter production shortly after purchase. If you need to request a change or cancellation, contact us as soon as possible. Changes and cancellations cannot be guaranteed after production has begun.

Approved refunds: Approved refunds will be returned to the original payment method. Processing times after the refund is issued may vary depending on your bank or payment provider.

This policy does not limit any rights provided by applicable consumer-protection law.