Refund policy

Last updated: 27 July 2026

We want you to be happy with your Keptwear order. If there is a problem, contact us at sales@keptwear.com with your order number and, where relevant, clear photographs of the item.

Personalised and custom-made items

Our personalised garments are made specifically for you using the photograph, artwork, wording, placement and finish you approve. Because these products are made to your specification or clearly personalised, the usual 14-day change-of-mind cancellation right does not apply.

If you contact us before production has started, we will do our best to cancel or amend the order. Once production has started, we may not be able to cancel, change or refund it simply because you have changed your mind, selected the wrong size or supplied incorrect wording.

Faulty, damaged, incorrect or misdescribed items

Your statutory rights are not affected by the personalised nature of the product. If an item is faulty, damaged on arrival, not as described, or different from the design or options you approved because of an error by us, please contact us as soon as reasonably possible.

Depending on the circumstances and your legal rights, we will offer an appropriate remedy such as a repair, replacement, price reduction or refund. We will cover reasonable return costs where the item is faulty, incorrect or misdescribed.

Colours can appear slightly different between screens, printing inks, embroidery threads and fabric. Small differences that naturally result from the production method are not normally faults, but significant errors or quality problems will be put right.

Non-personalised items

If we sell a standard item that has not been personalised or made to your specification, UK consumers normally have 14 days from the day after delivery to tell us they wish to cancel. After notifying us, the item must normally be returned within a further 14 days.

You may inspect the item as you would in a shop. We may reduce the refund if it has been used, worn beyond a reasonable fitting, washed, damaged or handled more than necessary. Unless the item is faulty or we sent the wrong item, you are responsible for the return postage.

How to request a return

Email sales@keptwear.com with your order number and the reason for your request.
Wait for our return instructions before sending anything back.
Package the item securely and keep proof of postage.

Unauthorised returns sent without contacting us first may take longer to identify and process.

Refunds

Approved refunds will be made to the original payment method. For a valid cancellation of a non-personalised order, we will also refund the cost of our least expensive standard delivery option. Any extra amount paid for an enhanced delivery service is not refundable unless required by law.

We will process refunds within the time required by law. Your bank or payment provider may take additional time to show the funds in your account.