Refund Policy

​

Last updated: 25 May 2026

Thank you for shopping with Exmouth Keepsakes. We want you to be happy with your purchase. Please read our policy carefully before placing an order.

⸻

1. Personalised & Handmade Items

All personalised and handmade items are made to order specifically for you.

Because of the personalised nature of these products, we do not accept returns, refunds, or exchanges unless:

* The item arrives damaged
* The item is faulty
* We have made an error with your order

This policy is in line with UK consumer regulations regarding personalised and custom-made goods.

Please ensure that:

* All spelling, names, dates, colours, and custom details are entered correctly at checkout
* You review your order carefully before completing your purchase

We cannot offer refunds for customer errors or changes of mind once production has started.

⸻

2. Non-Personalised / Regular Items

For non-personalised items, you may request a return within 14 days of receiving your order.

To be eligible for a return:

* The item must be unused and in its original condition
* The item must be returned in its original packaging where possible
* Proof of purchase must be provided

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

⸻

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

* Your order number
* A description of the issue
* Clear photographs of:
    * The item
    * The packaging
    * Any damage or fault

Once reviewed, we may offer:

* A replacement
* A repair
* A full or partial refund

depending on the issue.

⸻

4. Refund Process

Approved refunds will be processed back to your original payment method.

Please allow:

* 5–10 business days for refunds to appear in your account after approval

Shipping costs are non-refundable unless:

* The item is faulty
* The wrong item was sent
* The parcel was damaged during delivery

⸻

5. Return Shipping

If a return is approved, items should be securely packaged and returned to the address we provide.

We recommend using a tracked delivery service, as we cannot be responsible for returned parcels lost in transit.

⸻

6. Order Cancellations

Orders for personalised or handmade items may only be cancelled if production has not yet started.

Once work has begun on your order, cancellations may not be possible.

For non-personalised items, cancellation requests must be made before dispatch.

⸻

7. Contact Us

If you have any questions about returns or refunds, please contact:

Exmouth Keepsakes
Email: ExmouthKeepsakes@outlook.com
Website: www.exmouthkeepsakes.com