Digital Products & Memberships: Due to the nature of digital content and since our products are made to order and personalised, we can not accept returns or exchanges. Since it has your custom details, no one else can use it, which makes it unsellable to anyone else. As you will have immediate access to membership benefits, all sales of the KeepsakesQR Founder’s Pass and Digital Audio/Video Downloads are final.
No refunds will be issued once the purchase is complete. We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion. Shipping fees are non-refundable once the item has shipped.
Physical Products (Plaques & Frames): As our physical products are custom made to order using your personal audio/video, we cannot offer refunds for change of mind. If your item arrives damaged or has a manufacturing defect, please contact us within 5 days of delivery at create@keepsakesqr.com with photos of the issue for a replacement.
Refund & Return Policy
Since our products are made to order and personalised, we typically can’t accept returns or exchanges unless there’s a major issue. We’ll make exceptions if:
The item is significantly different from the description or sample shown.
It’s damaged due to our fault or during shipping.
You received the wrong item.
Please contact KeepsakesQR team and send us:
Your order ID
A description of the issue
Clear photos showing the damage from all sides
Photos of the outer packaging, including the shipping label
Please keep in mind that there might be slight differences between the advertised images and the actual item because of lighting during photography or variations in monitor displays.
If there’s a major problem, we’ll either replace the item or issue a refund within a reasonable timeframe. If approved, the product may be kept at your disposal.
If you need to change or cancel your order, please contact us here and provide your order number along with the modifications you’d like to make. We’ll confirm the changes or cancellation.
Please note that orders can only be changed or cancelled within 12 hours of placing them. After this period, orders are locked for processing and cannot be cancelled. A management and processing fee of 50% of your total order value will be applied for cancellations. By purchasing, you accept all these terms.
Can I get a refund or return an item I purchased?
What I should do if I receive a wrong item?
If you have received the wrong item, please inform us promptly so we can address the issue.
Start by checking your order details to ensure the customisation was entered correctly. Then, contact the KeepsakesQR Team with your order number and a photo of the incorrect item. We will arrange for a replacement to be sent to you as soon as possible.
What I should do if I receive a damaged item?
We’re sorry to hear your item arrived damaged. Please contact us immediately and send us the following:
Your order ID
A description of the issue
Clear photos showing the damage from all sides
Photos of the outer packaging, including the shipping label
Once a keepsakesQR Store team member has received and approved your claim, you will be eligible for a re order or refund. Here are some common defects we cover:
Print issues like ink spots or scratches
Product issues like a warped or bowed print
Shipping issues like damage or loss in transit