Last updated: 9 July 2026
We want you to love your keepsake. Because almost everything is made to order, returns work a little differently — so here's exactly where you stand.
Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose. If your item arrives faulty, damaged in transit, or it's not what you ordered, email caninekeepsakes.admin@gmail.com within 30 days with your order number and a clear photo. We'll arrange a free replacement or full refund, and you won't pay return postage. This applies to personalised items too.
Under the Consumer Contracts Regulations 2013, when you buy online you normally have the right to cancel within 14 days of receiving your order and return it for a refund, even if you've simply changed your mind. We apply this to our standard, non-personalised items. Tell us within 14 days of delivery, then return the item unused and in original condition within 14 days of telling us. We refund the item price plus standard delivery within 14 days of getting it back (return postage at your cost).
On top of your legal rights, we'll accept change-of-mind returns of standard, non-personalised items in unused, resalable condition for up to 30 days from delivery — return postage at your cost, item price refunded once it's safely back. This goodwill gesture doesn't affect your legal rights above.
Items personalised with your dog's photo, name or bespoke artwork are made uniquely for you, so — as the law allows for made-to-order personal items — we can't offer change-of-mind returns on them. That's exactly why we send a preview to approve before we print. If a personalised item arrives faulty or not as approved, you're fully covered (see above).
For standard, non-personalised clothing, use the 14-day cancellation right (unworn, tags on). For personalised items we can't take a change-of-mind return, but do get in touch.
Screens and previews are a faithful guide; a reasonable difference between screen and finished item is normal and not a fault. A genuinely wrong printed colour we'll put right.
Tell us within 30 days with photos of the item and packaging; we'll replace or refund at no cost. Keep the packaging until it's resolved. Damage after delivery isn't covered, though we may offer a discounted reprint.
Refunds go to your original PayPal payment, usually within 5–10 working days of approval or receiving your return. Where a whole order is faulty or cancelled, we refund original delivery too.
Nothing in this policy affects your statutory rights. If something isn't resolved, our Complaints page explains what happens next.