Refund policy

Return and Refund Policy

At Loyal Heart Keepsakes, each item is made to order and personalized using the details submitted by the customer. Because of the custom nature of our products, we do not accept returns, exchanges, or cancellations for buyer’s remorse, incorrect product selection, or changes of mind after an order has been placed.

Please review your personalization details carefully before completing your order.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of receiving your order.

To help us resolve the issue quickly, please include:

  • Your order number

  • A clear photo of the damaged, defective, or incorrect item

  • A photo of the packaging, if applicable

  • A short description of the issue

If the issue is confirmed, we will offer a replacement or refund depending on the situation.

Lost Packages

If your package appears to be lost in transit, please contact us within 30 days after the estimated delivery date. We will review the tracking information and help determine the next steps.

Customer-Provided Information

Customers are responsible for submitting accurate personalization details, including pet names, memorial years, photos, and any special notes.

We are not responsible for errors caused by incorrect information submitted by the customer, including misspelled names, incorrect dates, low-quality uploaded photos, or wrong shipping addresses.

Order Changes and Cancellations

Because each product is made to order, we cannot guarantee order changes or cancellations after an order has been placed. If you notice an issue, please contact us as soon as possible. We will do our best to help before the order enters production.

Shipping Address Issues

Please make sure your shipping address is correct at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer.

If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply to resend the order.

How to Contact Us

For return, refund, or order issue requests, please contact us at:

support@loyalheartkeepsakes.com

Please include your order number so we can assist you faster.