Refund policy

Returns & Refunds Policy

Spot on Keepsakes

At Spot on Keepsakes, every personalised gift is created with care. We want you to be delighted with your purchase.

Personalised and Custom-Made Items

As our personalised products are made specifically to your requirements, they are generally exempt from the standard 14-day change-of-mind cancellation right under UK consumer law.

This includes personalised portraits, photo gifts, engraved keepsakes and other items made to your individual specifications.

We therefore do not normally accept change-of-mind returns or cancellations for these products.

This does not affect your statutory consumer rights.

Non-Personalised Items

If you purchase an eligible non-personalised item online, you generally have 14 days after receiving it to notify us that you wish to cancel.

You then have a further 14 days to return the item.

Please contact us before returning anything so we can provide return instructions.

For change-of-mind returns, customers are responsible for return postage unless otherwise agreed. Refunds will include the applicable original standard delivery charge, in accordance with UK law.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or not as described, please email us at bethanyharrison@spotonkeepsakes.co.uk

Please include your order number, a description of the problem and photographs where possible.

We will review the issue and arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.

We will cover reasonable return postage costs where we are legally responsible for the problem.

Customer-Supplied Photos and Personalisation

Please check all names, dates, wording and other personalisation details carefully before submitting your order.

We create your artwork using the photographs and instructions supplied. The quality of the finished result may depend on the quality of the original photographs.

For artistic portraits, we aim to preserve facial likeness as closely as possible, but the finished artwork may contain artistic differences.

This does not affect your rights if the product is faulty or not as described.

Refunds

Where a refund is due, it will normally be issued to the original payment method.

We will process refunds within the timescales required by applicable consumer law. Your payment provider may take additional time to display the funds.