Refund policy

Last updated: November 9, 2026

Every Keepsake Paws ornament is made to order from your photo, so we can't accept returns or exchanges for a change of mind.

We email you a preview of your pet's portrait before printing. If it doesn't look right, reply and tell us what to change. If you decide not to go ahead before you approve a preview, contact us and we'll cancel your order and refund you in full.

If your ornament arrives broken, has a printing defect, or isn't the portrait you approved, email us within 14 days of delivery with your order number and a photo of the problem. We'll reprint it for free, or refund you if a reprint isn't possible. You don't need to send the item back.

If tracking shows no progress or your order doesn't arrive, contact us and we'll work with the carrier. If the package is confirmed lost, we'll reprint your order or refund you.

Approved refunds go back to your original payment method. Your bank may need a few business days to post the refund.

This policy does not limit any rights you may have under applicable consumer protection laws.

Email us at oddimportexport@gmail.com.