Returns & Refunds

At KeePeto, we are committed to creating high-quality, personalized 3D leather pet portraits that celebrate the special bond between you and your beloved companions. We take great pride in the exquisite craftsmanship of every bespoke piece. Because your portrait is exclusively hand-carved based on your pet's photo and cannot be resold, we have a specialized tier-based cancellation and refund policy to protect both our artisans' labor and your satisfaction.

The "Perfect Match" Guarantee: Custom Order Cancellation

We understand that circumstances may change. Our cancellation policy is structured around the different stages of our handcrafting process:

  • Before Design Begins: You may cancel your order for a full, 100% refund at any time before our artists begin working on your digital sketch.

  • After Design Proof is Sent: If you choose to cancel after we have emailed you the custom design proof (but before carving has started), a £76.00 "Artist Fee" will be retained from your refund. This covers the dedicated hours our team spent creating your bespoke sketch.

  • After Carving Begins: Once you approve the design proof and our artisans touch the leather, the order is final. We do not accept cancellations, returns, or refunds for buyer's remorse once the physical handcrafting process is underway or after the item has shipped.

Quality Assurance: Damages and Defects

Your satisfaction with the final craftsmanship is our top priority. While we cannot accept returns for customized items, we fully stand behind the quality of our work.

  • Reporting an Issue: If your item arrives damaged during transit or contains a major defect, please contact us within 48 hours of delivery at support@keepeto.com.

  • Required Information: Please include your order number, a brief description of the issue, and clear photos showing the damage or defect.

  • Our Solution: Once verified, we will happily provide a free replacement of your bespoke piece at no additional cost to you.

Refund Processing Time

If your cancellation request is approved according to the "Perfect Match" guarantee above, the refund will be issued to the original payment method used at checkout. Processing times may vary depending on the payment provider:

  • PayPal: 5-7 business days

  • Credit Card: 4–7 business days

  • Digital Wallets (Apple Pay/Google Pay): 2–3 business days

We appreciate your patience while your refund is being processed by your banking institution.

Unauthorized Returns

Please do not return any item to the sender address printed on the package. Because our items are bespoke and non-returnable after production, unauthorized returns will not be accepted, processed, or refunded.

Need Help?

If you have any questions or concerns about your design proof or the final product, please do not hesitate to contact us. We are here to help you honor your best friend.

  • Company Name:  TERRA AURA LTD

  • Email: support@keepeto.com

  • Customer Service Hours: Monday–Friday, 9:00–18:00 UK time