Returns & Refunds

Last updated: June 19, 2026

Every keepsake is made by hand for you. We want you to love it. If something isn't right, we'll make it right.

Digital Keepsakes (Printable Files)

Most of our keepsakes are delivered as high-resolution digital files. Because these are personalized and handmade to your audio:

• We offer unlimited revisions before you approve the final proof
• If you're not satisfied after the proof process, we offer a full refund before final delivery
• After final files are delivered, refunds are handled case-by-case — but we stand behind our work

Physical Prints

For orders that include a physical print shipped to you:

• Damaged in transit: Contact us within 7 days of delivery with photos of the damage. We'll replace it at no cost.
• Wrong item received: Contact us within 7 days. We'll send the correct item and cover return shipping for the wrong one.
• Changed your mind: Since each piece is made to order, we cannot accept returns for change-of-mind on physical prints. However, contact us — we'll work with you.

QR Code Scanning Guarantee

Our QR codes are tested on both iPhone and Android before delivery. If the QR code on your keepsake doesn't scan:

• Try these first: clean your camera lens, ensure good lighting, hold the phone steady 6-12 inches away
• If it still doesn't work, email us at hello@heirloomandco.shop — we'll regenerate and resend within 24 hours
• If a replacement also fails, we offer a full refund

How to Request a Refund

Email hello@heirloomandco.shop with:

• Your order number (from Etsy or your order confirmation)
• A brief description of the issue
• Photos if the item arrived damaged

We respond within 24 hours. Refunds are processed within 3-5 business days to your original payment method.

Cancellations

You may cancel your order anytime before we begin crafting your proof (typically within the first few hours after purchase). Once the proof process has started, cancellations are handled under the refund terms above.

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