Return, Refund, Cancellation & Order Change Policy
Last Updated: September 10, 2026
At Forever Keep, many of our products are made, prepared, or personalized specifically for the customer who orders them. For this reason, our cancellation and return policies differ from those of retailers selling standard mass-produced inventory.
Please review your order carefully before completing your purchase.
Nothing in this Refund, Cancellation & Order Change Policy limits or excludes any rights or remedies available to you under applicable consumer protection law.
1. All Sales Are Final
Forever Keep does not offer voluntary returns, exchanges, or refunds for change of mind.
Because many of our products are made, prepared, or personalized specifically for each customer, please carefully review all product information and selections before completing your purchase.
This includes:
- product type;
- product size;
- colour;
- personalization;
- names;
- initials;
- dates;
- spelling;
- quantities;
- shipping information; and
- any other options selected when placing your order.
Once the applicable order-change period described below has passed, the order will be considered final and may enter production.
This policy does not limit any rights or remedies that may be required under applicable consumer protection law.
2. Order Changes — 24-Hour Window
If you made a mistake when placing your order or need to request a change, you must contact Forever Keep by email within 24 hours of placing your order.
All requests must be sent to:
Please include:
- your full name;
- your order number;
- the change you are requesting; and
- the correct information you would like us to use.
Examples include:
- changing a colour;
- correcting a name;
- correcting spelling;
- changing personalization;
- selecting the wrong size;
- selecting the wrong product;
- correcting the quantity ordered; or
- correcting other order information.
We will review your request and make reasonable efforts to update the order before production begins.
A requested change is not considered confirmed until Forever Keep confirms the change by email.
3. Changes Requested After 24 Hours
After 24 hours from the time the order was placed, we cannot guarantee that any changes can be made.
Production, preparation, or personalization may already have begun.
Because products may be created specifically according to the original order details, Forever Keep is generally unable to modify or cancel an order after this period.
Customers are responsible for reviewing all order information carefully before checkout and contacting us within the 24-hour period if a correction is required.
4. Customer Ordering Errors
If a customer accidentally orders the wrong:
- product;
- size;
- colour;
- personalization;
- name;
- spelling;
- date;
- quantity; or
- other selected option,
the customer must notify Forever Keep at info@foreverkeep.ca within 24 hours of placing the order.
After the 24-hour period has passed, we generally cannot provide a refund, exchange, remake, or complimentary replacement for an error resulting from information or selections submitted by the customer.
For personalized products, Forever Keep will create the product based on the information submitted with the order unless a change has been confirmed by us within the permitted change period.
5. Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you entered an incorrect or incomplete shipping address, please contact:
within 24 hours of placing your order.
We will make reasonable efforts to update the address before shipment.
If the customer provides incorrect or incomplete delivery information and does not notify us before the order is shipped, the customer may be responsible for resulting delivery delays, returned packages, or reasonable additional shipping costs, to the extent permitted by applicable law.
Please refer to our Shipping Policy for complete delivery terms.
6. Product Arrives Damaged, Defective or Incorrect
Although Forever Keep does not provide voluntary returns or refunds, we want customers to contact us if there is a genuine problem with their order.
If your product arrives:
- damaged;
- defective;
- materially different from the product you ordered;
- with an incorrect item sent by Forever Keep; or
- with a personalization error made by Forever Keep,
- please contact us as soon as reasonably possible after receiving your order at:
Please include:
- your full name;
- your order number;
- a description of the problem;
- clear photographs showing the issue;
- photographs of the entire product where appropriate; and
- photographs of the shipping packaging if the product was damaged during delivery.
Please keep the product and original packaging while we review the issue.
7. How Product Issues Are Resolved
Each reported product issue will be reviewed individually.
If Forever Keep confirms that there is a defect, damage, incorrect item, or error for which Forever Keep is responsible, we will determine an appropriate solution based on the circumstances.
Depending on the nature of the issue, a solution may include:
- correcting the product;
- repairing the product;
- replacing the affected component;
- replacing the product; or
- another appropriate remedy.
Forever Keep does not provide a refund merely because a customer changes their mind, no longer wants the product, or made an incorrect product or personalization selection.
Where applicable law requires a particular refund or other remedy, we will comply with those legal requirements.
8. Personalization Errors Made by the Customer
Forever Keep produces personalized products based on the information provided by the customer.
If the product has been correctly created using the information submitted with the order, the product will not be considered defective or incorrect because the customer:
- misspelled a name;
- provided an incorrect date;
- submitted incorrect initials;
- selected the wrong colour;
- selected the wrong personalization;
- selected the wrong design; or
- otherwise provided incorrect information.
Customers therefore have 24 hours after placing an order to report these mistakes by emailing:
After that period, we generally cannot provide a free remake, replacement, exchange, or refund for customer-submitted errors.
9. Change of Mind
Forever Keep does not accept returns, exchanges, or refund requests because a customer:
- changed their mind;
- decided they no longer need the product;
- found another product they prefer;
- ordered the wrong size or colour and did not notify us within 24 hours;
- no longer needs the product for an event;
- does not like a personalization choice they originally selected; or
- otherwise wishes to return a correctly produced product for personal reasons.
Please carefully review your purchase before completing checkout.
10. Handmade and Made-to-Order Variations
Forever Keep products may contain handmade, textile, personalized, or made-to-order elements.
Minor variations may naturally occur in areas such as:
- colour;
- texture;
- fabric placement;
- stitching;
- finish;
- pattern positioning; and
- other minor handmade characteristics.
Colours may also appear slightly different depending on lighting, photography, screen settings, and the device used to view our website.
Reasonable variations of this nature are not necessarily considered defects.
If you believe the variation is significant or that there is a genuine product issue, please contact info@foreverkeep.ca with photographs so we can review it.
11. Unauthorized Returns
Please do not return or ship a product back to Forever Keep without contacting us first.
Because we do not operate a general return program, sending a product back without prior written authorization does not create an entitlement to a refund or exchange.
If we determine that a product needs to be returned as part of resolving an approved product issue, we will provide you with the appropriate instructions.
12. Refusing Delivery
Refusing delivery of an order does not automatically cancel the purchase or create a right to a refund.
If an order is refused and returned to us, the matter will be reviewed according to this policy, our Shipping Policy, and applicable law.
Additional shipping or reshipping costs resulting from an unauthorized refusal may be the customer's responsibility where permitted by law.
13. Sale and Promotional Orders
Products purchased during a:
- sale;
- promotion;
- special offer;
- discount event; or
- with a promotional code
remain subject to this same policy.
Discounted pricing does not create a separate return or refund right.
However, customers retain any rights or remedies that apply where a product is damaged, defective, incorrect, misrepresented, or otherwise protected by applicable consumer law.
14. Statutory Consumer Rights
Forever Keep's policy is that we do not offer voluntary returns, exchanges, or refunds for correctly produced products or change-of-mind purchases.
However, this policy operates together with applicable consumer protection laws.
Nothing in this policy is intended to waive, restrict, or exclude a right or remedy that cannot legally be waived, restricted, or excluded.
Where applicable consumer protection law requires Forever Keep to provide a cancellation, refund, repair, replacement, or other remedy, the applicable law will govern.
15. Contact Us
All order-change requests and product-issue inquiries must be submitted by email.
Forever Keep
Email: info@foreverkeep.ca
Website: www.foreverkeep.ca