Returns, Refunds & Personalised Products Policy

Last updated: August 2026

We want you to be completely happy with your purchase. As many of our products are handmade, engraved, personalised or made specifically to your requirements, different return and cancellation rules may apply depending on the product you order.

Please read the following policy carefully before placing an order, particularly when purchasing a personalised or custom-made product.

1. Personalised & Custom-Made Products

Products which have been personalised, engraved, customised or made specifically to your requirements cannot normally be returned, exchanged or refunded simply because you have changed your mind.

This includes, but is not limited to, products personalised with:

• Names
• Dates
• Messages or quotations
• Photographs or images supplied by you
• Custom artwork or designs
• Logos
• Initials
• Custom dimensions
• Bespoke layouts or designs
• Any other customer-requested personalisation

Once a personalised product has been produced, it cannot normally be resold to another customer.

This does not affect your statutory rights if the product is faulty, damaged, not as described, or we have made an error with your personalisation.

2. Please Check Personalisation Carefully

Customers are responsible for checking all personalisation information before submitting an order.

Please carefully check:

• Names and spelling
• Dates
• Numbers
• Capitalisation
• Punctuation
• Photographs and images
• Wording and messages
• Any other information supplied for personalisation

We will produce your item using the information supplied with your order.

If we reproduce information exactly as supplied by you, including a spelling or wording error contained in your order, this will not normally be considered a fault with the product.

However, if we make an error and the finished product does not match the personalisation information you supplied, please contact us and we will put it right.

3. Cancelling a Personalised Order

If you need to change or cancel a personalised order, please contact us as soon as possible.

If we have not yet started designing, manufacturing, engraving, printing or otherwise personalising your product, we may be able to change or cancel your order.

Once work has begun on a personalised or bespoke product, cancellation may no longer be possible.

We recommend contacting us immediately if you notice an error after placing your order.

4. Faulty, Damaged or Incorrect Products

Personalised products are still covered by your statutory consumer rights.

Please contact us if your item:

• Arrives damaged
• Is faulty
• Is materially different from its description
• Has been personalised incorrectly due to an error made by us
• Is otherwise not of satisfactory quality, fit for purpose or as described

Please contact us as soon as reasonably possible and provide:

• Your order number
• A description of the problem
• Clear photographs showing the issue, where appropriate

We will review the problem and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement or refund.

Nothing in this policy limits or excludes your statutory rights.

5. Handmade Products & Natural Materials

Many of our products are handmade and/or produced using natural materials such as wood and slate.

Natural materials can contain variations in:

• Grain
• Colour
• Texture
• Knots
• Pattern
• Thickness
• Surface appearance

These natural characteristics mean that no two products will necessarily be completely identical.

Similarly, handmade products may have small variations between individual items.

Reasonable variations resulting from natural materials or the handmade production process are part of the character of the product and will not normally be considered defects.

This does not affect your rights where an item is genuinely faulty or not as described.

6. Engraved Products

Laser engraving can vary slightly depending on the material being engraved.

Wood grain, density, slate texture and other natural characteristics can affect the darkness, depth and appearance of an engraving.

Product photographs are therefore intended to provide a representative example. Your finished item may have minor natural variations.

7. Non-Personalised Products

For eligible non-personalised products purchased online, you may have the right to cancel your purchase within 14 days of receiving your goods, in accordance with UK consumer law.

You then normally have a further 14 days to return the goods.

Returned products should be returned in their original condition and should not have been used beyond what is reasonably necessary to inspect them.

Please contact us before returning an item so that we can provide return instructions.

Unless the product is faulty, damaged or incorrect, the customer will normally be responsible for the cost of returning the item.

Where a statutory cancellation right applies, refunds will be processed in accordance with applicable UK consumer law.

8. Return Authorisation

Please do not return an item without contacting us first.

Contact us with your order number and the reason for your return.

If your return is accepted, we will provide instructions explaining where and how the item should be returned.

Items sent back to us without first contacting us may take longer to process.

9. Return Packaging

Customers should package returned products appropriately to prevent damage during transit.

Where possible, please use the original packaging.

If you are returning a faulty or incorrect product, we will provide appropriate instructions regarding the return.

10. Refunds

Once an eligible return has been received and inspected, we will process any refund due.

Approved refunds will normally be made to the original payment method.

Please be aware that banks and payment providers may take additional time to process the refund after it has been issued.

11. Delivery Damage

If your parcel appears to have been damaged during delivery, please contact us as soon as possible.

Where possible, please retain:

• The product
• The original packaging
• The shipping box or envelope
• Photographs of the damaged packaging
• Photographs of the damaged product

This information can help us investigate the damage with the delivery company and resolve the problem for you.

12. Colour & Screen Differences

We make every reasonable effort to display our products accurately.

However, colours can appear slightly different depending on screen settings, photography, lighting conditions and the natural characteristics of the material.

Minor differences in colour or appearance that arise for these reasons will not normally be considered a product fault.

13. Customer-Supplied Images & Artwork

Where you provide photographs, logos, artwork or other files for personalisation, you are responsible for ensuring that the files supplied are suitable for the requested product and that you have permission to use them.

We cannot guarantee that low-resolution, blurred or poor-quality source images will produce the same result as high-resolution artwork.

Where we believe an image is unsuitable, we may contact you before production.

14. Contacting Us

For any questions about a return, refund, damaged item or personalised order, please contact us at:

Email: returns@keencreationsuk.com
Business/Shop Name: Keen Creations UK
Order information: Please include your order number when contacting us.

We aim to resolve genuine problems fairly and as quickly as possible.