Terms of Service

Last updated: August 2026

Welcome to Keen Creations UK.

These Terms of Service ("Terms") apply to your use of our website and to purchases made from Keen Creations UK. By accessing our website, placing an order, or purchasing a product from us, you agree to these Terms.

Please read them carefully before placing an order.

Nothing in these Terms is intended to limit or exclude any rights you have under applicable UK consumer law.

1. About Us

This website is operated by Keen Creations UK.

Throughout these Terms, the words "we", "us" and "our" refer to Keen Creations UK.

We specialise in handmade, laser-engraved, personalised and custom-made products, including products made from materials such as wood, slate and other natural or manufactured materials.

Contact email: returns@keencreationsuk.com

2. Using Our Website

You may use our website for lawful purposes only.

You must not use our website:

• For fraudulent or unlawful purposes
• To attempt to interfere with the operation or security of the website
• To transmit viruses, malicious code or other harmful material
• To infringe the intellectual property rights of another person or organisation
• To submit unlawful, abusive or otherwise prohibited material for personalisation

We reserve the right to refuse service or cancel an order where we reasonably believe our website, products or services are being misused.

This does not affect your statutory rights.

3. Products

We make reasonable efforts to ensure that product descriptions, photographs, dimensions and other information displayed on our website are accurate.

However, many of our products are handmade and/or produced using natural materials.

There may therefore be reasonable variations between the product shown in photographs and the product you receive.

These can include variations in:

• Wood grain
• Knots
• Colour
• Texture
• Pattern
• Slate characteristics
• Engraving colour or darkness
• Engraving depth
• Surface appearance
• Minor dimensions or finishing characteristics

Such reasonable variations are a normal characteristic of handmade products and natural materials and will not normally mean that a product is faulty.

This does not affect your rights where a product is faulty or not as described.

4. Personalised & Custom-Made Products

Many Keen Creations UK products are made specifically for individual customers.

Personalisation may include:

• Names
• Dates
• Messages
• Photographs
• Logos
• Images
• Custom artwork
• Bespoke designs
• Custom dimensions
• Customer-requested layouts
• Other individual specifications

You are responsible for ensuring that the information you submit when placing your order is correct.

Please carefully check all spelling, names, dates, punctuation, capitalisation and other personalisation before submitting your order.

We will normally produce the product using the information supplied by you.

If we reproduce information exactly as you supplied it, an error contained in your original submission will not normally constitute a fault with the product.

If we make the error, please contact us and we will take appropriate steps to put it right.

5. Proofs & Design Approval

For some custom products, we may provide a digital design or proof for approval before production.

Where a proof is supplied, you are responsible for carefully checking:

• Spelling
• Names
• Dates
• Layout
• Wording
• Images
• Positioning
• Other personalised details

If you approve a proof, we will normally manufacture your product based on that approved design.

Changes requested after approval may not be possible if production has already begun.

Where changes are possible, additional costs or production time may apply if significant additional design or production work is required. We will tell you about any additional charge before carrying out chargeable work.

6. Customer-Supplied Images, Logos & Artwork

If you provide photographs, logos, artwork, text, designs or other material for us to reproduce, engrave, print or otherwise use on a product, you are responsible for ensuring that you have the necessary rights or permission to use that material.

By submitting material to us, you confirm that, to the best of your knowledge, its use for your order will not infringe another person's intellectual property or other legal rights.

You grant Keen Creations UK permission to use the material solely as reasonably necessary to design, manufacture and fulfil your order, unless you separately give us permission to use it for another purpose.

We may refuse to reproduce material where we reasonably believe doing so may be unlawful or infringe another person's rights.

7. Image Quality

The quality of a personalised engraving or printed image can depend heavily on the quality of the original file supplied.

Low-resolution, blurred, heavily compressed, dark or otherwise poor-quality images may not produce the same results as clear, high-resolution artwork.

We may contact you if we believe an image is unsuitable.

Where we have warned you about an image-quality issue and you nevertheless ask us to proceed, the limitations we identified may be visible in the finished product.

This does not affect your rights if the finished product is faulty for reasons unrelated to the source material you provided.

8. Offensive or Prohibited Personalisation

We reserve the right to refuse a personalisation request where we reasonably believe the requested content:

• Is unlawful
• Incites violence or criminal activity
• Infringes intellectual property rights
• Contains illegal discriminatory material
• Exploits or sexualises children
• Is otherwise prohibited by law

We recognise that some customers may order humorous, rude, adult-themed or novelty products.

We will not refuse an order merely because the wording is cheeky, rude or intended as adult humour, provided that producing it is lawful and does not otherwise breach these Terms.

9. Orders

Submitting an order through our website does not necessarily mean that we have accepted it.

We may need to review an order before beginning production, particularly where it involves custom artwork or unusual personalisation.

We reserve the right to refuse or cancel an order where there is a legitimate reason to do so, including:

• An obvious pricing error
• Product or material unavailability
• Inability to fulfil the requested personalisation
• Suspected fraud
• A request that would be unlawful to fulfil
• A technical error affecting the order

If we cancel an order after payment has been taken and no amount is lawfully due for work already agreed and undertaken, we will refund the relevant payment.

10. Prices & Payment

Prices are displayed on our website in the currency shown at checkout.

Any applicable delivery charges will be displayed during the checkout process before you place your order.

We take reasonable care to ensure prices are correct.

If an obvious pricing error occurs, we may contact you before processing the order. Where appropriate, you will be given the opportunity to continue at the correct price or cancel the order.

Payment must be made using one of the payment methods available through our website.

11. Production Times

Production times displayed on our website are estimates unless expressly stated otherwise.

Personalised and handmade products may require additional production time.

Production may also be affected by:

• Order volume
• Material availability
• Equipment problems
• Design approval delays
• Customer-requested changes
• Delays receiving information from the customer
• Events outside our reasonable control

We will make reasonable efforts to complete orders within the estimated timeframe.

12. Delivery

Delivery estimates are provided in good faith but are not guaranteed unless we expressly agree otherwise.

Once an order has been dispatched, delivery may be affected by circumstances outside our reasonable control.

You are responsible for providing an accurate and complete delivery address.

If you realise that you have supplied an incorrect address, please contact us immediately. We will try to amend the address if the order has not already been dispatched.

Additional delivery costs caused by an incorrect address supplied by the customer may be charged where legally permitted.

Nothing in this section affects your statutory rights concerning delivery.

13. Damaged or Missing Deliveries

If your product arrives damaged, please contact us as soon as reasonably possible.

We may ask you to provide photographs of:

• The damaged product
• The packaging
• The shipping container
• The shipping label

Please retain the packaging while we investigate the issue.

If your order does not arrive within the expected timeframe, please contact us so that we can investigate the delivery.

Your statutory rights remain unaffected.

14. Returns, Refunds & Cancellations

Returns, refunds and cancellations are governed by our separate Returns, Refunds & Personalised Products Policy, which forms part of these Terms.

Because personalised and custom-made products are made specifically for individual customers and generally cannot be resold, they cannot normally be returned simply because you have changed your mind where the relevant legal exemption applies.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.

Eligible non-personalised products may be subject to statutory cancellation rights.

15. Cancelling or Changing a Personalised Order

If you need to change or cancel a personalised order, please contact us immediately.

We may be able to make changes if design or production has not yet begun.

Once designing, engraving, cutting, printing, manufacturing or other personalisation work has begun, it may no longer be possible to cancel or alter the order.

We will always deal with cancellation requests in accordance with applicable consumer law.

16. Intellectual Property

Unless otherwise stated, the content created by Keen Creations UK for our website, including our original photographs, graphics, branding, product descriptions and original designs, belongs to us or is used under appropriate permission.

You may not copy, reproduce, sell, distribute or commercially exploit our original content without permission, except where permitted by law.

Where a design incorporates customer-supplied material, ownership of that customer-supplied material remains with its respective owner.

17. Product Safety & Intended Use

Products should be used only for their intended purpose.

Customers are responsible for following any care instructions, warnings or usage instructions supplied with a product.

Decorative products are not toys unless expressly described as such.

Small parts may present a choking hazard and products containing small components should be kept away from young children where appropriate.

Products intended for decorative use should not be treated as food-safe, dishwasher-safe, microwave-safe, heat-resistant, outdoor-safe or suitable for any other specialist purpose unless expressly described as such.

18. Care of Products

Different materials require different care.

Unless specifically stated otherwise, engraved wooden and slate products should generally be:

• Kept away from excessive moisture
• Protected from prolonged exposure to extreme heat
• Cleaned using appropriate non-abrasive methods
• Used according to any care instructions supplied with the product

Damage caused by misuse, inappropriate cleaning, neglect or use contrary to supplied instructions will not normally constitute a manufacturing fault.

This does not affect your statutory rights.

19. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits your statutory rights as a consumer.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or losses caused by circumstances for which we are not legally responsible.

Where you are purchasing as a consumer, these Terms do not seek to exclude liability that cannot legally be excluded.

20. Website Availability

We aim to keep our website available and accurate but cannot guarantee uninterrupted access.

We may temporarily suspend or restrict access for maintenance, security, technical or operational reasons.

We may also update product descriptions, prices and website content from time to time.

21. Third-Party Services

Our store may use third-party services, including Shopify and payment, delivery or other service providers.

Those services may have their own terms and privacy policies.

The use of third-party services does not reduce any responsibility we have to you under applicable consumer law.

22. Privacy

We take the protection of personal information seriously.

Personal information collected through our website will be handled in accordance with our Privacy Policy and applicable UK data protection law.

Information provided for personalisation will be used as reasonably necessary to process and fulfil your order and otherwise as explained in our Privacy Policy.

23. Changes to These Terms

We may update these Terms from time to time to reflect changes to our products, services, business practices or applicable law.

The Terms applicable to an order will normally be those in force when the order was placed.

The latest version of these Terms will be available through our website.

24. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

25. Governing Law

These Terms are governed by the applicable laws of the United Kingdom, subject to any mandatory consumer protections that apply to you.

Nothing in these Terms deprives a consumer of any mandatory legal protections that apply to them.

26. Contact Us

If you have any questions about these Terms, your order or our products, please contact:

Keen Creations UK
Email: customerservice@keencreationsuk.com

Please include your order number where your enquiry relates to an existing order.

Important Information for Personalised Orders

By placing an order for a personalised product, you confirm that you have checked the names, dates, wording, spelling, images, artwork and other personalisation details supplied with your order.

Once production of a personalised or bespoke product has begun, changes or cancellations may not be possible.

Personalised products cannot normally be returned simply because you change your mind where the relevant legal exemption applies.

Your statutory rights remain unaffected