Refund policy
Last updated: 14 October 2026
Personalised items
Every Kept & Kin item is made to order with your personalisation. Under the Consumer Contracts Regulations 2013, items made to your specification or clearly personalised are exempt from the usual 14-day right to cancel. This means we can't accept returns or refunds on personalised items if you simply change your mind.
If you contact us before your item goes into production, we'll try to cancel it and refund you in full, but we can't promise to catch it in time.
Faulty, damaged or misprinted items
If your item arrives faulty, damaged or misprinted, we'll put it right.
- Contact us as soon as you can (ideally within 14 days, so we can catch it quickly; your legal rights last longer than this) using our contact form.
- Include your order number and a clear photo of the problem.
- We'll arrange a free replacement or a full refund, whichever you prefer.
You don't need to send the item back.
Mistakes in the personalisation
We print exactly what you type when you personalise it, so please check spelling, capital letters and dates carefully. If you spot a mistake, contact us straight away: we can make changes only before your item goes into production. If the error is in the details you entered, we can't offer a free replacement, but we'll always try to help.
Orders that don't arrive
If your order hasn't arrived within 7 working days of dispatch, please contact us and we'll look into it with the courier.
E-gift cards
You can cancel an e-gift card within 14 days of buying it for a full refund, as long as it hasn't been used.
Refunds
Refunds go back to your original payment method within 14 days of us agreeing the refund.
This policy doesn't affect your legal rights under the Consumer Rights Act 2015.