Returns & Refunds
Last updated: 19 June 2026
Our promise: we want you to love your keepsake. Because each one is made to order from your own audio, we focus on getting it right through free revisions rather than returns — and we'll always make it fair if something goes wrong on our end.
Made-to-order & digital items
Our keepsakes are personalized, made-to-order digital / printable files. Like most custom and downloadable goods, they are generally not eligible for return once the final files have been delivered — there's nothing to send back, and they're made uniquely for you.
Free revisions instead
Before we finalize, we send a digital proof. You can request revisions until you're happy with it. If you spot a mistake we made (a typo, wrong file, or a flaw in the design) after delivery, tell us and we'll correct it at no charge.
When we'll refund
- If we cannot produce your keepsake (for example, the audio is unusable and you'd prefer not to send a replacement), we'll refund you.
- If we made an error we can't fix to your satisfaction.
- If your order never arrives due to a problem on our side.
What we can't refund
- A change of mind after final files have been delivered and approved.
- Issues caused by incorrect details you supplied (we'll still help you fix them — see revisions).
How to reach us
For any order placed on Etsy, the fastest route is to message us through your Etsy order, which is also covered by Etsy's Purchase Protection. You can also email hello@heirloomandco.shop. We aim to reply within one business day.