📦 REFUND & RETURN POLICY

Last updated: 1/8/2026

---

🛠 Made-to-Order & Personalized Items

Most Perfect Touch Keepsakes (PTK) products are made-to-order and/or personalized.

Because of this:

• ❌ We do not accept returns or exchanges for:

  • Wrong size

  • Wrong color

  • Customer mistakes in names, dates, or text

  • Change of mind

👉 Please review all product details and personalization carefully before placing your order.

Personalized items are final sale and non-refundable, except in cases of:

• Manufacturing defects

• Printing errors

• Damage during shipping

• An error caused by us

---

🚨 If Your Order Arrives Damaged or Defective

We will reprint or refund your item at no cost.

You must:

• Contact us within 15 days of delivery

• Include:

  • Your order number

  • Clear photos of the item

  • Photos of packaging (if relevant)

📌 Do not return the item unless we ask you to.

---

🚚 Delivery Issues (Wrong Address, Unclaimed, Refused)

If your order is:

• Returned due to incorrect or incomplete address

• Unclaimed or refused

You may choose:

• ✅ A reprint (you pay reshipping), or

• ✅ A partial refund (original shipping & fees are non-refundable)

If a package is marked “Delivered” but you cannot find it:

• Check with the carrier and neighbors first

• Then contact us within 30 days of delivery

• We will assist based on the carrier’s investigation

---

❌ What Is NOT Eligible for Refund or Return

• Wrong size, color, or personalization entered by customer

• Spelling or date errors submitted by customer

• Normal wear and tear

• Orders reported after 15 days from delivery

• Clearance or sale items (unless defective)

---

🏷 Sale & Discounted Items

• Defective or manufacturing error → eligible for reprint or refund

• Change of mind or customer error → not eligible

---

🎁 Gifts

Refunds are always issued to the original payment method.

If approved, we may offer store credit to the gift recipient instead.

---

💳 Refund Method & Timing

• Refunds go to the original payment method

• Banks typically take 3–10 business days to post funds

---

⏱ Order Cancellations

• Orders may be canceled within 12 hours of purchase

• After that, production may begin and cancellation is not guaranteed

• Personalized items cannot be canceled once production starts

---

🎨 Color Disclaimer

Colors may vary slightly due to:

• Screen settings

• Printing methods

• Lighting conditions

This is not considered a defect.

---

📦 Returned to Sender

If an order is returned due to address issues:

You may choose:

• 🔁 Reship (reshipping fee applies), or

• 💸 Partial refund (excluding original shipping, priority processing, insurance, etc.)

A 30% restocking fee may apply.

If the package is lost or destroyed by the carrier:

• We may offer 50% store credit toward a replacement.

---

🧹 Clearance Items

Clearance items are:

• Final sale

• Non-refundable

• May not include original packaging

• Condition is not guaranteed

---

🛡 Warranty & Claim Window

• Claims must be submitted within 30 days of delivery

• After 30 days, we cannot offer refunds or replacements

---

📦 Returns & Exchanges (Non-Personalized Items ONLY)

This applies only to non-custom items.

To request:

• Email: Info@PerfectTouchKeepsakes.com

• Include:

  • Name

  • Order number

  • Photos

  • Issue description

If approved:

• You’ll receive a return label

• Do NOT send returns to the original shipping address

• After inspection:

  • We’ll issue a refund or

  • Send a replacement

---

🚨 Lost Packages

If tracking shows “Delivered” but you didn’t receive it:

• File a claim with the carrier

• Send us the claim ID

• After verification, we’ll assist if eligible

---

📬 Contact Us

📧 Info@PerfectTouchKeepsakes.com