Refund Policy

Last Updated: August 15, 2026

At Heaven's Keepsakes Co, many of our products are personalized, custom-made, made-to-order, or specially fulfilled for each customer. Because of the nature of these products, all sales are final.

Please carefully review your order, personalization details, shipping information, and product selections before completing your purchase.

All Sales Are Final

Heaven's Keepsakes Co does not accept returns, exchanges, or provide refunds for:

Change of mind
Buyer's remorse
Ordering the wrong item
Selecting the wrong size, style, color, or product option
Customer-provided spelling errors
Incorrect names, dates, photographs, messages, or personalization information submitted by the customer
Unwanted gifts
Products that have already entered production or fulfillment
Personalized or custom-made products
Made-to-order products
Refusal or failure to accept delivery
Delays caused by shipping carriers or circumstances outside our reasonable control

By completing your purchase, you acknowledge and agree to our all-sales-final policy.

Personalized and Custom Memorial Products

Personalized and custom memorial products are created specifically for you using the information, photographs, names, dates, messages, or other customization details you provide.

Once an order has entered production, it cannot be canceled, returned, exchanged, or refunded due to customer error or change of mind.

Customers are responsible for carefully reviewing all personalization information before submitting an order.

Please double-check:

Names
Dates
Spelling
Photographs
Memorial messages
Product options
Colors or styles, when applicable
Shipping information

Heaven's Keepsakes Co is not responsible for errors contained in information submitted by the customer.

Order Cancellations

Orders begin processing as quickly as possible.

Because many products are personalized, made-to-order, or transmitted to a fulfillment partner shortly after purchase, we cannot guarantee that an order can be canceled after it has been placed.

If you contact us before production or fulfillment begins, we may attempt to stop the order when possible. However, cancellation is not guaranteed.

Once production or fulfillment has begun, the order is final.

Damaged, Defective, or Incorrect Orders

Our no-refund policy does not mean you are responsible for a product that arrives damaged, defective, or materially different from what you ordered.

If you receive an item that:

Arrives damaged
Has a manufacturing defect
Contains a production error caused by us or our fulfillment partner
Is materially different from the item you ordered
Is the wrong product

please contact Heaven's Keepsakes Co as soon as possible after delivery.

We may request:

Clear photographs of the product
Photographs showing the damage or defect
Photographs of the shipping packaging
A photograph of the shipping label
Your order number
A description of the problem

Please keep the product and original packaging while your claim is being reviewed.

After verifying the issue, Heaven's Keepsakes Co will determine the appropriate resolution. Depending on the circumstances, this may include repair, correction, replacement, reshipment, store credit, or a refund when required or determined appropriate.

We generally prioritize replacing or correcting an eligible product whenever reasonably possible.

Personalization Errors

If Heaven's Keepsakes Co or one of our production partners makes an error that does not match the personalization information you submitted, please contact us so we can review and correct the issue.

However, we cannot provide a replacement or refund when the finished product accurately reflects information submitted by the customer.

For example, if a name or date was entered incorrectly when the order was placed and the product was produced exactly as submitted, the item is not considered defective or incorrect.

Product Variations

Some products may have minor variations resulting from manufacturing, printing, engraving, materials, screen displays, lighting, or the handmade/customization process.

Slight differences in:

Color
Placement
Texture
Material appearance
Printing
Engraving
Finish

are not necessarily considered defects.

We make reasonable efforts to accurately represent our products, but colors and appearance may vary slightly between photographs, digital mockups, screens, and finished products.

Shipping Delays

Estimated delivery dates are estimates and are not guaranteed unless expressly stated otherwise.

Heaven's Keepsakes Co does not provide refunds solely because a shipment arrives later than an estimated delivery date due to carrier delays, weather, holidays, customs, fulfillment delays, or other circumstances outside our reasonable control.

If a shipment appears to be lost, please contact us so we can investigate the shipment with the carrier or fulfillment provider.

Lost Packages

If tracking indicates that a package has not been delivered and appears to have been lost in transit, contact us so we can investigate.

If the carrier or fulfillment provider confirms that the package was lost, Heaven's Keepsakes Co will determine the appropriate resolution, which may include replacement, reshipment, or another remedy as appropriate.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

Check around your property and delivery location.
Check with household members or neighbors who may have accepted the package.
Verify the shipping address provided with your order.
Contact the shipping carrier when appropriate.
Contact Heaven's Keepsakes Co if you still cannot locate the shipment.

We will make reasonable efforts to assist with locating the package or determining what occurred.

A package being marked delivered does not automatically guarantee eligibility for a refund or replacement.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned, lost, delayed, or delivered incorrectly because the customer provided an incorrect or incomplete address, Heaven's Keepsakes Co is not responsible for providing a refund.

If the package is returned and can be reshipped, additional shipping or production costs may apply.

Please contact us immediately if you notice an address error. We will attempt to correct it before fulfillment when possible, but changes cannot be guaranteed after an order has entered processing.

Returns Sent Without Authorization

Please do not mail products back to Heaven's Keepsakes Co or to the address shown on a shipping package unless we specifically instruct you to do so.

Some products are shipped directly from our production or fulfillment partners, and the return address printed on a package may not be an authorized return location.

Unauthorized returns may not be received or processed.

Chargebacks and Payment Disputes

If you believe there is a problem with your order, please contact Heaven's Keepsakes Co first so we have an opportunity to investigate and resolve the issue.

Our order records may include order details, tracking information, delivery confirmation, customer communications, submitted personalization information, and production records. These records may be provided to payment processors or financial institutions when reasonably necessary to respond to a payment dispute or chargeback.

Nothing in this section limits any rights available to you under applicable law.

Your Legal Rights

Nothing in this Refund Policy is intended to limit or exclude any consumer rights or remedies that cannot legally be waived or excluded.

Where applicable law requires a refund, replacement, repair, cancellation right, or other remedy, Heaven's Keepsakes Co will comply with those requirements.

Contact Us

If there is a problem with your order, please contact us at:

Heaven's Keepsakes Co
Email: hevaenskeepsakesco@gmail.com

Please include your order number and a description of the issue, along with photographs when applicable, so we can assist you as quickly as possible.