Cancellation & Refund Policy

1. Before payment

You may stop before submitting payment. An unpaid checkout does not create a confirmed paid order.

At checkout, you may review the package, personalization, shipping option, taxes, and complete total before paying. You may stop or change your selections before payment is submitted.

2. Personalized orders are final sale

Each full book is created from the customer’s photos and confirmed selections. Once payment succeeds, the order is final sale and cannot be cancelled, returned, exchanged, or refunded merely because the customer changes their mind, no longer wants the book, orders the wrong package or style, or submits duplicate orders.

If you notice an error immediately after payment, contact us at once. We may be able to correct information before production begins, but we cannot guarantee a change or cancellation after payment.

3. Problems we will review

Please contact us if:

• the book arrives damaged or has a significant printing, cutting, page-order, or binding defect;
• you receive the wrong book, package, or materially incorrect personalization compared with the confirmed order details;
• pages are missing or the finished book materially fails to include the confirmed content; or
• the shipment is lost or not delivered after the carrier’s delivery process and any required investigation.

4. What is not considered a defect

Photo-to-colouring-page conversion involves artistic interpretation and simplification. Small differences in facial details, hands, clothing, backgrounds, line placement, printed colour, trim, or page positioning are not defects when the book otherwise materially matches the confirmed order. See our Photo Conversion and Revision Expectations.

We do not offer a refund or replacement for:

• a change of mind or subjective preference about a disclosed colouring style;
• spelling, personalization, shipping-address, or photo-selection errors supplied or confirmed by the customer;
• backup photos that are not used, since backups do not add pages and may be used only when a main photo is unsuitable;
• minor variations that normally occur in printing, trimming, paper, or screen-to-print colour; or
• damage caused after delivery through handling, storage, moisture, misuse, or ordinary wear.

5. How to report a problem

Email hello@keepsakecolour.ca as soon as reasonably possible with your order reference, a description of the issue, and clear photos of the book, packaging, shipping label, and affected pages where applicable.

Please contact us within 7 calendar days after delivery where possible. This requested reporting period helps us assess the issue and make any carrier claim, but it does not limit rights or remedies that cannot legally be excluded.

Keep the book and original packaging until we finish reviewing the claim. We may request additional information or, where reasonable, arrange for the affected item to be returned.

6. Available remedies

If we confirm a covered problem, we will provide an appropriate remedy based on the circumstances. This may be a correction, reprint, replacement, partial refund, or full refund. We will generally offer to correct or replace a book where that reasonably resolves the issue; a refund may be provided when correction or replacement is not reasonable, is unavailable, or is required by law.

Keepsake Colour will cover reasonable replacement-shipping or return-shipping costs when the confirmed problem was caused by us or occurred during the original shipment.

7. Delivery claims

For delayed, lost, returned, refused, or tracking-confirmed deliveries, see our Shipping and Delivery Policy. We may need to complete a carrier investigation before deciding whether a replacement or refund is appropriate.

8. Approved refunds

If a refund is approved, we will send confirmation by email and return it to the original payment method unless another method is required or agreed. Your bank or payment provider may need additional time to post the refund.

9. Consumer rights

Nothing in this policy excludes, restricts, or replaces any right or remedy that cannot be waived under applicable consumer-protection law. If this policy conflicts with such a right or remedy, the law will apply.

10. Changes to this policy

We may update this policy as our production, checkout, or delivery process changes. The current version will be posted here with its effective date. The policy presented and accepted at checkout will apply to that order, subject to applicable law.

11. Contact us