Refund policy

Keepset Co., LLC — Refund Policy

Last updated: 10 September 2026

Made to order, so sales are final

Every Keepset magnet is printed, cut and pressed after you buy it, from the photographs you chose, cropped the way you cropped them. There is no shelf to put it back on and nobody else who wants it. So we do not accept returns or exchanges for change of mind, and we cannot refund an order because you would now choose a different photograph or a different crop.

That is the whole of the bad news, and the rest of this page is the good news.

If something is wrong, we put it right

We will replace or refund your order, whichever you prefer, if:

• it arrives damaged;
• it is lost in the post;
• there is a fault in how it was made — a bad print, a bad cut, a magnet that will not hold, a shell that will not sit flat;
• you received the wrong item, the wrong quantity, or the wrong photograph; or
• we simply got something wrong.

You do not need to send a damaged magnet back. A photograph of the problem is enough, and usually easier for both of us.

Please look at your order when it arrives, and tell us straight away if something is wrong. The sooner we know, the easier it is to put right — and if it went astray in the post, the sooner we can chase the carrier.

How to tell us

Write to keepsetco@gmail.com, or through keepsetco.com/pages/contact, within 30 days of delivery — or, if the parcel never turned up, within 30 days of the date we said it would. Tell us your order number and what went wrong, and send a photograph if there is something to see.

We answer within two business days, and we would rather hear about a problem than have you quietly decide not to order again.

What we cannot put right

To be straight with you about the edges:

• A photograph that was always going to look soft. The personalizer measures every image and warns you before you buy when there is not much detail in it. If you accepted that warning and ordered anyway, the result is not a fault.
• A crop you chose. You see the exact square that will be printed before you add it to the cart.
• Small variation. These are made by hand. Colour on paper never matches colour on a screen exactly, and a hand cut carries a fraction of a millimetre of variation. That is the nature of the object.
• An address typed incorrectly. If a parcel goes to an address we were given and is lost there, we will help, but we cannot always replace it free.
• Change of mind, for the reason at the top of this page.

Cancelling before we start

Orders usually go into production quickly. If you need to cancel or change one, write to us straight away — if we have not yet printed it, we will cancel and refund in full. Once it is printed, it exists, and we cannot.

Markets and pickup

Anything bought in person and made in front of you can be looked at before you take it, and we would far rather remake it at the table than have you take home something you are not happy with. Say so on the spot. Everything above still applies afterwards.

How refunds are paid

Refunds go back to the original payment method. We will tell you when one has been sent, and it should reach you within 10 business days — though your bank or card issuer may take a little longer to post it. If more than 15 business days have passed since we told you a refund was on its way and you still cannot see it, please chase us; something has gone wrong and we would like to know.

Where we ship

We ship within the United States only. We do not ship internationally, so no international or European Union return rights apply to anything bought from us.

Shipping costs

Where we are at fault, we cover shipping both ways. Where free shipping applied to your original order, that is what we refund — the order value; free shipping cost you nothing and so there is nothing to return. Free shipping applies to standard retail orders over $35 and not to bulk, wholesale, corporate or event orders, which are quoted individually.