Refund policy

returns + refunds

Each Keepsake is individually created just for you. Because our pieces are personalised and made to order, we don't accept returns, exchanges or refunds for change of mind.

your artwork

Your Keepsake is created using the photo and personalisation details provided with your order and interpreted in our signature artistic style.

Please note, we do not provide artwork proofs or an approval stage before your piece is completed. By placing an order, you are trusting our creative process and artistic interpretation of your photograph.

Requests for subjective changes to the finished artwork, such as adjustments to features, expression, positioning, colour or other artistic details, are not considered faults and aren't eligible for a refund, replacement or revision.

Of course, if we've made an error with the personalisation you've provided, that's on us and we'll make it right.

before you order

Please carefully check your selected photo, names, spelling and any other personalisation before submitting your order.

If you notice a mistake afterwards, contact us as soon as possible. If we haven't started creating your Keepsake, we'll do our best to update it for you.

something's not right?

If your Keepsake arrives damaged, faulty or we've made an error with your order, please contact us with your order number and photos of the issue so we can help.

Nothing in this policy limits your rights under the Australian Consumer Law.

For any questions about your order, please contact us at [hello@bykeepsakes.com.au] 

We're always happy to help ♡