At Heaven's Keepsakes Co, many of the products we offer are personalized, custom-made, made-to-order, or specially fulfilled for each customer.
Because of the personal nature of memorial products and the way many of our items are produced, all sales are final. We do not accept returns or exchanges and do not provide refunds for change of mind, buyer's remorse, or customer ordering errors.
We encourage you to carefully review your order before completing your purchase.
All Sales Are Final
Heaven's Keepsakes Co does not accept returns, exchanges, or provide refunds for reasons including:
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Change of mind
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Buyer's remorse
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Ordering the wrong product
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Selecting the wrong size, style, color, or option
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Customer-provided spelling mistakes
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Incorrect names or dates submitted with an order
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Incorrect photographs submitted by the customer
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Customer-submitted personalization errors
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No longer wanting or needing the item
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Unwanted gifts
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Personalized or custom products
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Made-to-order products
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Products that have already entered production or fulfillment
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Refusal or failure to accept delivery
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Carrier delays or estimated delivery dates being missed due to circumstances outside our reasonable control
By completing your purchase, you acknowledge and agree that your order is subject to our all-sales-final policy.
Please Review Personalized Orders Carefully
Personalized memorials are created using the information you provide.
Before completing your order, please carefully review:
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Names
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Dates
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Spelling
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Photographs
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Memorial messages
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Product selections
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Colors or styles
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Personalization options
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Shipping information
Once production begins, changes may not be possible.
If a product is created exactly according to the personalization information submitted with your order, it is not considered defective because information was entered incorrectly by the customer.
Can I Cancel My Order?
Contact us immediately if you need to request a cancellation.
Many orders are transmitted to production or fulfillment quickly after purchase.
If your order has not yet entered production or fulfillment, we may attempt to stop it.
However, cancellation requests are not guaranteed.
Once a personalized, custom, made-to-order, or specially fulfilled product has entered production, the order is final and generally cannot be canceled.
What If Heaven's Keepsakes Co Makes a Personalization Error?
If you submitted the correct information but the finished product contains a production or personalization error caused by Heaven's Keepsakes Co or one of our fulfillment partners, please contact us.
For example:
You entered “Forever Loved, Michael” correctly, but the finished product says “Forever Loved, Mitchell.”
That's our responsibility to investigate and make right.
However, if “Mitchell” was entered on the original order and the product was created exactly as submitted, that would be considered a customer-submitted personalization error.
Damaged Products
If your product arrives damaged, please contact us as soon as possible.
We may request:
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Your order number
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Clear photographs of the damaged item
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Close-up photographs of the damaged area
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Photographs of the shipping packaging
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Photographs showing damage to the package
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A photograph of the shipping label
Please keep the product and its original packaging until we've reviewed your request.
Do not discard a damaged item or its packaging until the issue has been resolved.
Defective Products
If your product has a manufacturing defect, please contact us and provide photographs clearly showing the problem.
Normal variations resulting from printing, engraving, manufacturing, materials, personalization, or handcrafting may not necessarily constitute a defect.
We will review the individual circumstances to determine whether the item qualifies for a remedy.
Wrong Item Received
If you receive a product that is materially different from what you ordered, contact us as soon as possible.
Please provide your order number and photographs of the item you received.
Once verified, we'll work to correct the issue.
How We Resolve Eligible Problems
Although we maintain an all-sales-final / no-refund policy for ordinary purchases, that doesn't mean we'll leave you with an item that arrived damaged, defective, incorrect, or contains an error caused by us or our fulfillment partner.
If we verify an eligible issue, the appropriate resolution may include:
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Correction
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Repair, when appropriate
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Replacement
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Reshipment
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Store credit
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Refund when required by law or when we determine that another resolution isn't reasonably available
Whenever reasonably possible, our first goal is to correct or replace the memorial you ordered.
Why Replacement Comes First
We understand that you ordered the product because it meant something to you.
If a memorial arrives damaged or is produced incorrectly, our priority isn't simply to undo the purchase.
Our first priority is to get you the memorial the way it was supposed to be.
When reasonably possible, we'll therefore attempt correction or replacement before considering other remedies.
Slight Product Variations
Some products may vary slightly from photographs or digital mockups.
Differences may result from:
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Screen settings
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Lighting
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Materials
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Printing
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Engraving
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Manufacturing
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Handcrafting
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Product batches
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Personalization placement
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Natural material variations
Minor differences in color, placement, texture, finish, or appearance that do not materially affect the product are generally not considered defects.
Shipping Delays
Shipping and delivery dates are estimates unless specifically identified as guaranteed.
We do not provide refunds solely because an order arrives later than an estimated delivery date due to circumstances such as:
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Carrier delays
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Weather
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Holidays
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High shipping volume
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Customs processing
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Transportation disruptions
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Other circumstances outside our reasonable control
If you're ordering for a funeral, Celebration of Life, memorial service, anniversary, birthday, holiday, or other specific date, please order as early as possible.
Lost Packages
If tracking indicates that a package appears to have been lost while in transit, contact us.
We may work with the carrier or fulfillment provider to investigate.
If the shipment is confirmed lost, we'll determine an appropriate resolution, which may include replacement, reshipment, or another remedy depending on the circumstances.
Packages Marked Delivered
If your tracking information says Delivered but you cannot locate the package, please first:
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Check your porch, mailbox, garage, side doors, and other possible delivery locations.
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Ask members of your household.
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Check with nearby neighbors when appropriate.
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Verify the shipping address on your order.
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Allow a short period of time in case the carrier updated tracking shortly before completing delivery.
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Contact the shipping carrier.
If the package still cannot be located, please contact us and we'll make reasonable efforts to assist.
A package being marked delivered does not automatically qualify an order for replacement or refund.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address during checkout.
If an order is lost, returned, delayed, or delivered incorrectly because of an address error submitted by the customer, Heaven's Keepsakes Co is not responsible for providing a refund.
If a package is returned and can be shipped again, additional shipping or production charges may apply.
Please contact us immediately if you discover an address mistake. We'll attempt to correct it before fulfillment when possible, but changes cannot be guaranteed once processing begins.
Do Not Send Products Back Without Contacting Us
Please do not return a product to the address printed on your shipping package unless Heaven's Keepsakes Co specifically instructs you to do so.
Some products are shipped directly from our production and fulfillment partners, and the return address on a package may not be authorized to receive customer returns.
Products returned without authorization may not be received, identified, or processed.
Always contact us first.
Gifts
If you received a Heaven's Keepsakes Co product as a gift, the same return and refund terms apply.
If the product arrived damaged, defective, or incorrect, please contact us with as much order information as possible so we can locate the purchase and review the issue.
Chargebacks and Payment Disputes
If you believe there is a problem with your order, we encourage you to contact Heaven's Keepsakes Co first.
We want the opportunity to investigate the issue and determine whether an appropriate resolution is available.
When responding to payment disputes or chargebacks, we may provide the payment processor or financial institution with relevant records, including:
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Order information
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Submitted personalization details
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Customer communications
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Fulfillment records
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Shipping information
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Tracking information
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Delivery confirmation
Nothing in this section limits any rights available to customers under applicable law.
Your Legal Rights
Nothing in this Returns & Refunds policy is intended to remove or restrict consumer protections that cannot legally be waived.
If applicable law requires a refund, replacement, repair, cancellation right, or another remedy under particular circumstances, Heaven's Keepsakes Co will comply with those requirements.
Need Help With an Order?
If something genuinely went wrong with your memorial, please reach out.
Our all-sales-final policy protects the personalized and made-to-order nature of our products—it does not change our commitment to helping when an order arrives damaged, defective, incorrect, or contains a production error.
Contact:
Heaven's Keepsakes Co
Email: hevaenskeepsakesco@gmail.com
Please include your order number, a description of the issue, and photographs when applicable so we can review your request as quickly as possible.
Heaven's Keepsakes Co
Where love becomes a keepsake.