Refund policy

RETURNS & REFUNDS
We hope you love your Keepsake Club order. As many of our products are personalised and/or made to order specifically for you, we generally cannot accept returns or exchanges for change of mind, incorrect sizing, or personalisation details entered incorrectly at checkout.

CANCELLATIONS & CHANGES
If you need to change or cancel your order, please contact us as soon as possible after ordering. Because made-to-order products can enter production quickly, we cannot guarantee changes or cancellations once production has begun. Personalisation details should be carefully checked before your order is submitted.

DAMAGED, FAULTY OR INCORRECT ITEMS
If your order arrives damaged, faulty, or you receive an incorrect item, please contact us as soon as possible with your order number and clear photos showing the issue. We will review the issue and, where appropriate, arrange a replacement, refund, or other remedy.

CHANGE OF MIND
Unless otherwise stated on the product page, we do not generally accept change-of-mind returns or exchanges for personalised or made-to-order products. For any non-personalised products that are eligible for a change-of-mind return, eligibility and instructions will be provided on the relevant product page or by our customer care team.

CONSUMER GUARANTEES
Nothing in this policy is intended to exclude or limit any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law where it applies.

CONTACT US
If there is an issue with your order, please contact us through our Contact Us page and include your order number so we can assist you.