Refund policy
Our 45-day promise
Every Fondkeep gift is made to order for one specific person, so we hold ourselves to a higher standard than a normal shop. If your gift arrives and it is not right, you have 45 days from the delivery date to tell us, and we will remake it for free or refund you in full.
In most cases you do not need to send anything back. A clear photo of the problem is enough, and you keep the original. Returning something engraved with another person's name helps nobody.
What is covered
- The item arrived damaged, broken or defective.
- We printed, engraved or assembled your personalization incorrectly.
- You received the wrong item, color or size.
- The photo or engraving quality is clearly below the standard shown on the product page.
- Your order never arrived and tracking shows no delivery.
What is not covered
- Spelling, dates or names exactly as you submitted them. We reproduce your text character for character, so please check your preview carefully before ordering.
- Photos uploaded at very low resolution. If an image is too small to print well we will email you before production and wait for a replacement. If you ask us to proceed anyway, the result is not covered.
- Normal variation in wood grain, fabric and handmade finishing, and measurement differences of up to 1-3 cm.
- Slight color differences caused by your screen settings.
- Change of mind once production has started on a personalized item.
- Delays caused by an incorrect or incomplete shipping address you entered at checkout.
Cancelling or changing an order
Contact us within 12 hours of placing your order and we can cancel it or change the personalization at no cost, as long as production has not started. After production begins we can no longer change or cancel a personalized item, because it cannot be resold to anyone else.
How to make a claim
Email support@fondkeep.com with your order number and a photo of the item. We reply within 24 hours and will tell you straight away whether we are remaking it or refunding you.
Approved refunds go back to your original payment method and usually appear within 5-10 business days, depending on your bank. Any shipping fee you paid is refunded together with the item when the fault is ours.
If we do ask for the item back
In the rare cases where we need the item returned, we send you a prepaid return label. Never send anything back before contacting us, as unannounced returns cannot be matched to an order.
Contact
Fondkeep — NQ Global Commerce LLC
1001 S Main St, Ste 600
Kalispell, Montana 59901, United States
Email: support@fondkeep.com
Phone: +1 406-220-5003
This is our business address, not a returns address. Please contact us before sending anything back.
