Refund policy
Effective date: November 10, 2026
Every Keepwell Goods ornament is personalized and made to order just for you. That's why our policy focuses on making things right when something goes wrong, rather than on returns.
Damaged, defective, or misprinted items
If your item arrives broken, has a printing defect, or doesn't match what you ordered (for example, wrong breed or wrong name compared to your order), contact us within 21 days of delivery at support@keepwellgoods.com with:
- your order number;
- a clear photo of the item and, if possible, of the packaging.
We'll send you a free replacement or a full refund, your choice. You don't need to send the item back.
Changes and cancellations
You can change or cancel your order within 2 hours of placing it. After that, production may have started and we can't guarantee changes.
What we can't accept
Because items are personalized, we can't offer refunds or exchanges for:
- change of mind;
- spelling mistakes in the personalization you entered, if you didn't contact us within the 2-hour change window;
- normal small variations in color or size described on the product page.
Lost packages
See our Shipping Policy. If a package is confirmed lost in transit, we reprint and reship it at no cost, or refund you.
How refunds are paid
Approved refunds are sent to your original payment method within 5 business days of approval. Your bank or payment provider may take a few more days to show it.
Contact
Email support@keepwellgoods.com. We reply within 1 to 2 business days.