Refund & Returns Policy

01Our 30-day return window

You may request a return within 30 days of receiving your item.

To be eligible, the item must be unused and in its original condition, with its original packaging intact and proof of purchase provided. Items that have been used, altered, or damaged after delivery cannot be returned.

Please contact us at info@keepsakebloom.com before sending anything back. Returns sent without prior authorization cannot be accepted.

02Change of mind

If you change your mind, you are responsible for arranging and prepaying return shipping.

We will refund the value of the returned product. Original shipping fees, where charged, are non-refundable.

03Pre-orders

A pre-order is reserved before it ships. You may cancel at any time before dispatch for a full refund to your original payment method — just email info@keepsakebloom.com with your order number.

Once a pre-order has shipped and been delivered, it falls under the same 30-day return window and conditions as any other order in this policy.

04What cannot be returned

The following are final sale and cannot be returned or exchanged: custom-made or personalised products, items purchased through our Custom Order page, custom wedding flowers, sale items, and gift cards.

05Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, please contact us within 30 days of receipt with photos and your order details.

You will need to prepay return shipping, but we will reimburse that cost once the claim is approved.

Claims are processed within 7 business days of the item reaching us. Once approved you may choose a refund to your original payment method, a refund as store credit, or a replacement item, subject to availability.

06How refunds are issued

Once your return is received and inspected we will let you know whether it has been approved.

Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at info@keepsakebloom.com.

07European Union cooling-off period

If your order ships to a country in the European Union, you have the right to cancel or return it within 14 days, for any reason and without giving a justification.

The same eligibility requirements apply, and custom-made products remain excluded.

08Your legal rights

Nothing in this policy limits any rights you have under US consumer protection law, including rights relating to goods that are defective, damaged, or not as described. We display this policy on our website and at checkout so you can review it before you buy.

09Contact

Questions about a return can be sent to info@keepsakebloom.com or by phone to +852 6714 8958.

TRADEPATH LIMITED, UNIT 2, 8/F, ON TIN CENTRE, 1 SHEUNG HEI STREET, SAN PO KONG, KOWLOON, HONG KONG.