RETURNS, REFUNDS AND CANCELLATION POLICY

Returns, Refunds and Cancellation Policy – KindlyKeepsake

Thank you for shopping at KindlyKeepsake. We hope every gift arrives just as intended, but if you are not completely satisfied with your order, we will do our best to help. Below are the details regarding order cancellations, returns, exchanges, and refunds. Please take a moment to read them.

1. Order Cancellations and Changes

If you need to cancel or change your order, please email us as soon as possible at service@kindlykeepsake.com, and be sure to include your order number and the specific changes you request.
We will make every reasonable effort to assist you, but once an order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made – we appreciate your understanding.
Please note that personalised or made‑to‑order items often enter production shortly after the order is placed. Once production has begun, changes or cancellations may no longer be possible.

2. Return Period

Eligible products may be returned within 30 days from the date of delivery.
Before sending anything back, please contact us to obtain a return authorisation. Unauthorised returns may be refused or may cause delays in processing your refund.

3. Return Eligibility (for Change‑of‑Mind Returns)

If you are returning a product simply because you have changed your mind, it must meet the following conditions:

• The product is unused, unworn, unwashed, and undamaged;

• It is returned in its original packaging as far as reasonably possible;

• All original parts, accessories, manuals, and any free gifts are included;

• A valid proof of purchase is provided.

We may refuse a return if the product shows signs of use, damage, alteration, improper assembly, or incomplete packaging that is not due to our fault.

4. Products Not Eligible for Change‑of‑Mind Returns

Unless the product is damaged, defective, incorrectly supplied, or otherwise requires a remedy under applicable law, the following products generally do not qualify for a change‑of‑mind return:

• Personalised or customised items with engraved or printed personal details;

• Made‑to‑order products;

• Products that have been assembled or modified by the customer;

• Clearance or final‑sale items clearly marked as such at the time of purchase;

• Gift cards;

• Products that, for health, hygiene, or safety reasons, cannot be returned once opened.

5. Damaged, Defective, Incorrect, or Incomplete Products

If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly and provide:

• Your order number;

• A clear description of the issue;

• Clear photographs or videos showing the product and the problem;

• If possible, photos of the shipping label and outer packaging;

• Confirmation of your delivery address.

After reviewing the information, we will offer an appropriate solution, which may include sending replacement parts, a replacement product, a refund, or another remedy available under applicable law.
Please do not discard the product or its packaging while your request is being reviewed, unless our customer support team instructs you otherwise.

6. Return Shipping Costs

• If a return is necessary because the product is damaged, defective, incorrect, or materially different from what you ordered, we will provide return instructions and bear the reasonable authorised return shipping costs.

• For approved change‑of‑mind returns, the customer is responsible for the return shipping costs, unless we have stated otherwise in writing.

• Original shipping charges are generally non‑refundable for change‑of‑mind returns, except where required by applicable law.

Please do not send returns using cash on delivery (COD) or any other collect‑on‑delivery service.

7. Return Address

Please contact us to obtain return authorisation before sending any product back.
The registered business address listed at the end of this policy is not a product return address. We will provide the correct return address and detailed instructions after reviewing and authorising your return request.
Products sent to an unauthorised address may be rejected, lost, or returned to the sender, and we cannot be held responsible for such cases.

8. Exchanges

Exchange requests are subject to product availability.
If the desired replacement item is temporarily out of stock, we may process a refund for the returned item and suggest that you place a new order separately.

9. Refunds

After we receive and inspect your returned product, we will notify you whether your refund has been approved or rejected.
Approved refunds will normally be issued to your original payment method within 5–10 business days after approval.
Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Generally, we do not issue refunds to a payment method different from the one used for the original purchase.

10. Late or Missing Refunds

If an approved refund does not appear within the expected time, please:

• Check your bank or payment account balance;

• Contact your card issuer, bank, or payment provider for further information;

• If the issue remains, contact us and we will help you follow up.

11. Incorrect Addresses and Undeliverable Orders

Customers are responsible for providing an accurate and complete delivery address.
If an order is returned or cannot be delivered due to an incorrect address, failure to collect the package, refusal of delivery, or unpaid customs charges, we may deduct any applicable return shipping, customs, or handling costs from your eligible refund, where permitted by law.

12. Contact Us

Brand: KindlyKeepsake
Website: www.kindlykeepsake.com
Customer Service Email: service@kindlykeepsake.com
Website Operator and Legal Business Name: Datong Yishangxuan Information Consulting Co., Ltd.
Registered Business Address: Room 1205, 12th Floor, Hongxing Building, Dongxin International, Yongtai South Road, Datong Economic and Technological Development Zone, Shanxi Province, China
(Please note: this registered address is not a product return address. Before returning any product, please contact us via email to obtain the correct return address and authorisation.)

If you have any questions about this policy, feel free to email us anytime. We take every after‑sales matter seriously and want your gift‑giving experience to be as warm and worry‑free as possible.