Returns & Refunds Policy

We want you to love your keepsake. If something isn't right, here's exactly how returns and refunds work.

This policy sits alongside your legal rights and never replaces them. Where the law gives you more than this policy, the law applies.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason.

To cancel, simply contact us at hello@thelittlekeepers.com with your order number before the 14 days are up. You don't need to give a reason. You then have a further 14 days to send the item back to us.

What you can return

You can return any of our standard keepsakes — clay impression kits, memory albums and keepsake boxes — provided they are:

• unused and in their original, undamaged condition, and
• returned in their original packaging.

Where the protective seal on a clay kit has been opened and the clay used or part-used, we may not be able to accept the return, as the item can no longer be resold. Please contact us if you're unsure.

What you can't return

At launch, all of our products are standard stock items and can be returned under the terms above.

Faulty, damaged or incorrect items

If your keepsake arrives faulty, damaged, or isn't what you ordered, please contact us at hello@thelittlekeepers.com within a reasonable time, with your order number and a photograph if you can.

Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund. We will cover return postage for faulty, damaged or incorrect items.

Return postage

For change-of-mind cancellations, you are responsible for the cost of returning the item to us, unless we tell you otherwise. We recommend using a tracked service, as the item remains your responsibility until it reaches us.

For faulty, damaged or incorrect items, we cover the return cost.

Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days, to the original payment method.

For change-of-mind cancellations, we refund the price of the goods and the standard delivery cost. We are not required to refund any premium or express delivery upgrade you chose, or the cost of returning the item.

We may reduce your refund to reflect any loss in value if an item has been handled more than was necessary to check it.

International returns

If you are returning an item from outside the UK, please mark it clearly as a return on any customs documentation to avoid charges. You are responsible for return shipping costs on change-of-mind returns, and for ensuring the item reaches us safely.

The Keepsake Promise

Separately from your legal rights, our Keepsake Promise offers a free replacement in the circumstances described on our website. This is an extra goodwill commitment and doesn't limit any of the rights set out above.

How to start a return

Email us at hello@thelittlekeepers.com with your order number and a quick note about what you'd like to do. We'll guide you through the rest.

Naxis Limited, trading as The Little Keepers. Registered in England and Wales, company number 15976292.