Last updated: 20 June 2026
Our Approach
At Worth Keeping, many of our products are personalised and made specifically for each customer.
We want you to be delighted with your order. If there is ever a problem, please contact us and we will work with you to find a fair and reasonable solution.
Personalised Products
Most products sold by Worth Keeping are personalised, custom-made or produced to your specifications.
Under the Consumer Contracts Regulations 2013, personalised and custom-made items are exempt from the standard 14-day cancellation and return rights that apply to many online purchases.
This means that:
- Personalised products cannot be returned simply because you have changed your mind.
- Please check all names, dates, messages, photographs and personalisation details carefully before placing your order.
- Once production has started, personalised orders cannot normally be cancelled.
Non-Personalised Products
If you purchase a non-personalised item, you have the right to cancel your order within 14 days of receiving it.
To be eligible for a return:
- The item must be unused and in its original condition.
- You must notify us within 14 days of receiving the item.
- The item must be returned within 14 days of notifying us.
Unless the item is faulty or incorrect, return postage costs are the responsibility of the customer.
Faulty, Damaged or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Defective
- Incorrect
- Different from the details confirmed in your order
Please contact us within 14 days of delivery via our Returns page.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Where an item is confirmed to be faulty, damaged or produced incorrectly, we will offer an appropriate remedy which may include:
- A replacement
- A repair
- A partial refund
- A full refund
The remedy offered will depend on the nature of the issue.
Personalisation Errors
If we make an error when producing your order, we will correct the issue at no additional cost to you.
If incorrect information was supplied during the ordering process, we cannot accept responsibility for resulting errors and may not be able to offer a refund or replacement.
Please review all personalisation details carefully before placing your order.
Colour, Materials and Appearance
We make every effort to display product colours, finishes and materials accurately.
However, slight variations may occur due to:
- Screen settings
- Photography
- Manufacturing processes
- Natural material variations
Such variations do not constitute a fault.
Order Cancellations
Orders may be cancelled before production begins.
Once production has started, personalised and custom-made products cannot normally be cancelled.
If you need to cancel an order, please contact us as soon as possible via our Contact Page.
Lost Deliveries
If your order has not arrived within the expected delivery timeframe, please contact us via our Contact Page.
We will investigate with the delivery provider and work with you to resolve the issue as quickly as possible.
Refund Processing
Where a refund is approved, it will be processed using the original payment method wherever possible.
Refund processing times may vary depending on your payment provider.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Your legal rights remain fully protected.
Contact Us
If you have any questions regarding returns, refunds or an existing order, please contact us via our Contact Page.