Refund & Production Policy

Every Keepsake Forge piece is made to order — your artwork is printed dimensionally and embedded in solid crystal specifically for you. This policy is designed to be fair on both sides of that fact.

Pre-orders

Orders placed before production begins are pre-orders. We confirm your ship date by email before we start making your piece. You can cancel for a full refund at any point before production begins — just email us.

Cancellations

• Before production starts: full refund, no questions.
• After production starts: the piece cannot be cancelled, because it is made specifically for you and cannot be resold.

Damage, defects & mismatch

If your keepsake arrives damaged, faulty, or noticeably different from the 3D preview you approved, we will remake it or refund you in full. Tell us within 14 days of delivery and send a photo — you won't need to ship it back for us to start.

Personalised items & your rights

Because each piece is personalised, it is exempt from standard change-of-mind returns. This does not affect your statutory rights under Ontario and Canadian law — a mistake on our side is always ours to fix.

Shipping

Shipping is a flat $15 CAD within Canada and $25 CAD to the United States, added at checkout. Pre-orders ship once production begins; we confirm your date by email first.