Refund policy

Last updated: October 2026

Every Kept Paws ornament is printed to order with the photo and name you send us, so we can't resell it and we don't accept returns for change of mind. What we do promise is that it arrives right.

We'll reprint or refund it, free, if:

It arrives broken, chipped or scratched.
The print is wrong, blurry or off-centre in a way your photo wasn't.
The name or text doesn't match what you typed.
You receive the wrong item.

Email keptpaws@gmail.com within 30 days of delivery with your order number and a photo of the problem. We answer within 2 business days and you choose between a free reprint and a refund to your original payment method. You don't need to send the ornament back.

What isn't covered

Change of mind, or a typo in the name you entered. Please check the preview before you order.
Small differences in colour between your screen and the printed ceramic.
Packages returned to us because the shipping address was wrong or incomplete.

Before we print

We look at every photo by hand. If yours is too dark, too small or cropped in a way that won't print well, we email you first and wait for a better one instead of printing it and hoping for the best.