This website is operated by Tokeepo (“us”, “we”, or “our”).
Damages and Issues
Upon receiving your order, we encourage you to inspect it immediately. If you discover any defects, damages, or receive the wrong item, please contact us within one (1) business day. This will allow us to promptly assess the issue and make it right. Please note that refunds or replacements will only be considered for items that are damaged in transit or incorrectly crafted by our team, as each product is meticulously personalized to your specifications.
Non-refundable Items
Because personalized and custom-made products are created specifically to your specifications, they generally cannot be returned or refunded due to a change of mind, incorrect information supplied or approved by the customer, or personal preference regarding an approved design.
This does not apply where an item is damaged in transit, incorrectly produced by Tokeepo, defective, or where a refund or other remedy is required under applicable law.
Customer-Supplied Items
Customer-supplied items provided to Tokeepo for engraving or personalization are subject to our Bring Your Own Item (BYOI) Service Agreement & Risk Acknowledgment.
Because Tokeepo did not manufacture or supply these items, variations or unintended results caused by the item’s material, coating, finish, construction, condition, or other inherent characteristics are not treated in the same manner as defects in products supplied by Tokeepo.
This does not affect any rights or remedies available to customers under applicable law.
Returns
To initiate a return for a damaged or incorrect item, please contact us at support@tokeepo.com. In your email, clearly state the reason for your return, include your order number, and attach a clear photo of your keepsake.
Upon acceptance of your return request, we will provide you with a return shipping address, a prepaid return shipping label (if applicable due to damage/error), and detailed instructions on how to send your package. Please be aware that items returned without prior authorization will not be accepted.
Refunds
If you believe you are eligible for a refund based on the criteria above, please contact our support team. We will review each claim based on the circumstances, the information provided, and the terms of this Refund Policy.
If your refund is approved, it will be automatically processed back to your original payment method. Please remember it can take 3-5 business days for your bank or credit card company to process and post the refund to your account.
Limited Liability
To the fullest extent permitted by applicable law, where a claim relates to goods supplied by Tokeepo, Tokeepo’s liability will be limited to replacing the affected goods or refunding the applicable purchase price.
Customer-supplied items are subject to the Customer-Supplied Items provisions above and Tokeepo’s BYOI Service Agreement & Risk Acknowledgment.
Nothing in this policy excludes or limits any right, remedy, or liability that cannot lawfully be excluded or limited under applicable law.
Contact Us
For any inquiries, please reach out to us at support@tokeepo.com, or visit the Contact us page on our website to use other communication channels.