Refund policy

Refund & Return Policy

Every Heartkept item is made just for you, using your photos and text. Because of that, we can't accept returns or exchanges for change of mind, a wrong size or shape selected, or typos and photos chosen by the customer. Please double-check your preview before you place your order.

Damaged, defective or misprinted items

If your item arrives damaged, defective or printed incorrectly, we'll make it right. Contact us at support@heartkeptco.com within 14 days of delivery with your order number and a clear photo of the item and the issue. Once we confirm the problem, we'll send a free replacement or issue a full refund, whichever you prefer. You don't need to send the item back.

Photo quality

We print the photo exactly as it's uploaded. Blurry, dark or low-resolution photos may print the same way and aren't eligible for a refund. If we notice a photo that may not print well, we'll do our best to contact you before production.

Changes and cancellations

Orders can be changed or cancelled within 12 hours of being placed. After that, your item may already be in production and can't be changed or cancelled.

Lost packages

If tracking shows no movement for 10 business days, or your order hasn't arrived within 20 business days, contact us and we'll send a replacement at no cost. We're not responsible for packages marked as delivered to the address entered at checkout, so please make sure your shipping address is correct.

Refunds

Approved refunds go back to your original payment method within 5–10 business days, depending on your bank.

Questions? Email us at support@heartkeptco.com. We usually reply within 24–48 hours.