Refund Policy

When you return a Product to us (for instance, because you have cancelled the Contract between us, or have notified us in accordance with paragraph 20 of the terms and conditions that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.  We will usually refund any money received from you using the same method originally used by you to pay for your purchase.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for delivery of the defective Product.

Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us, providing we agree that the item is defective and has not been damaged after leaving our premises.
Products returned by you within the seven-day cooling-off period (see paragraph 4.1 of terms and conditions) will be refunded in full, including the cost of sending the item to You, (excluding personalised items) however, you will be responsible for the cost of returning the item to us.

If you decide to Cancel an Order after the Products have been dispatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those Products and any administration incurred. We advise you check the status of the Order before you request Cancellation by emailing orders@capturedkeepsakes.co.uk. Any charges will be communicated to you before we confirm the Cancellation.