Refund policy

Last updated: September 28, 2026

Our keepsakes are personalised using the image and options supplied for your order. Contact hello@kinwrittenstudio.com with your order number for cancellation, return or refund assistance. We aim to respond to all enquiries within 2 business days.

Cancellation before production

You may cancel for a full refund before production begins, including any shipping charges and taxes paid for the cancelled order. Send your cancellation request promptly and keep a copy. We will confirm the production status and next steps.

For this voluntary cancellation policy, production begins when we start creating the embroidery stitch file specifically for your order or start stitching your keepsake. Reviewing your image for suitability alone does not count as production. This definition does not limit any cancellation right provided by law.

Personalised orders after production begins

Once production has begun, we do not offer voluntary cancellations, returns or exchanges because you no longer want the item or prefer different wording, sizing, thread colour or design instructions. This restriction does not apply to a defective, damaged, incorrectly supplied or materially misdescribed product, or where the law gives you a remedy.

If an error comes from the image or instructions you supplied and we followed the agreed order correctly, a requested alteration or remake may require a new order. We will explain any cost before you agree to it.

A problem with your keepsake

Contact us as soon as reasonably possible if your keepsake arrives damaged, defective or different from the agreed order. Include your order number, a description and photographs if available. These details help us assess the issue; we do not impose an arbitrary short reporting deadline that removes your statutory rights.

Minor variations inherent in embroidery, fabric texture or screen colour display are not necessarily defects. This does not excuse poor workmanship or a material difference from the product description or agreed order.

We will assess the issue and arrange the appropriate remedy, which may include a repair, replacement or refund, subject to your rights under applicable law. Please contact us for return instructions before posting an item. We cover reasonable necessary return costs for our error, a defective or damaged item, or when required by law. Contacting us first helps coordinate the return and is not a waiver of a statutory remedy.

Refunds and legal rights

Refunds are normally issued to the original payment method. We issue refunds due under this policy within 15 days of the qualifying cancellation or agreement to refund, or sooner if required by law. Your payment provider may take additional time to display the credit. Any legally required refund is made within its applicable deadline and is not postponed by our internal approval process.

Nothing in this policy excludes mandatory consumer warranties or rights relating to cancellation, non-delivery, defects, misdescription or reimbursement. These rights continue to apply to personalised products.