Refund policy

📦 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:

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