Refund policy
Returns, Refunds & Right of Withdrawal Policy
Last updated: August 11, 2026
We want you to be happy with your purchase. This policy explains how returns, exchanges, refunds, cancellations and the statutory right of withdrawal are handled.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. Voluntary 30-Day Return Policy
In addition to your statutory rights, we accept eligible returns and exchanges requested within 30 days after delivery.
To request a return or exchange, contact us at info@mykeepsake.store and include your order number and the item you wish to return. We will provide you with return instructions.
Please do not send a return to the address shown on the original shipping label without contacting us first, as it may not be the correct return address.
To qualify under our voluntary 30-day return policy, an item should be:
- unworn, other than being tried on;
- unwashed and undamaged;
- returned with its original tags, where supplied;
- returned in its original packaging where reasonably possible; and
- accompanied by proof of purchase or the relevant order number.
Returns requested after 30 days may be declined unless the product is defective or additional statutory rights apply.
This voluntary policy does not restrict the statutory right of withdrawal described below.
2. EU and EEA Right of Withdrawal
If you are a consumer residing in the European Union or European Economic Area, you have the right to withdraw from your online purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receives the goods.
If one order contains multiple items delivered separately, the withdrawal period expires 14 days after the day on which you receive the last item.
3. Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending a clear statement to:
Email: info@mykeepsake.store
You may also use the online withdrawal form available on our website. Using the form is not mandatory.
Your withdrawal is made within the deadline if you send your notice before the 14-day withdrawal period expires. You do not need our prior approval and you are not required to provide a reason.
We will acknowledge receipt of an electronically submitted withdrawal request without undue delay.
4. Returning the Goods
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your decision.
Return address:
Vadym Voloshchuk – My Keepsake
Sazovická 479/19
155 21 Prague 5 – Zličín
Czech Republic
Please contact us before sending the return so that we can provide the correct return instructions.
The customer bears the direct cost of returning the goods unless:
- the item is defective, damaged or incorrect;
- we have agreed to cover the cost; or
- applicable law requires us to cover it.
We recommend using a tracked shipping service and retaining proof of postage.
5. Refunds
If you exercise your EU or EEA right of withdrawal, we will refund all payments received from you for the returned goods, including the cost of our least expensive standard delivery option.
If you selected a more expensive delivery method, such as express delivery, the additional amount above the cost of our least expensive standard delivery option will not be refunded.
The refund will be made without undue delay and no later than 14 days after the day on which we receive your withdrawal notice.
We may withhold the refund until:
- we receive the returned goods; or
- you provide evidence that the goods have been sent back,
whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee for receiving the refund.
Refunds under our voluntary 30-day return policy are normally issued within 10 business days after we receive and inspect the returned item. Your bank or payment provider may require additional time to display the refunded amount.
6. Handling and Diminished Value
You may inspect and try on an item in the same way as you reasonably would in a physical shop.
You may be responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
An appropriate deduction may be made if an item has been worn beyond trying it on, washed, stained, damaged or otherwise handled excessively.
The absence of original packaging alone does not cancel your statutory right of withdrawal, but the item must be suitably protected for return shipping.
7. Personalised Products and Exceptions
The statutory right of withdrawal does not apply to:
- goods made to your individual specifications; or
- clearly personalised products containing, for example, a personal name, photograph, custom text or individually requested design.
A product is not considered personalised merely because it is printed or produced after the order is placed when the customer selects from standard products, designs and options offered in our store.
These exceptions do not affect your rights if a product is defective, damaged, incorrect or not as described.
8. Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If an item is damaged, defective, incorrect or materially different from its description, contact us as soon as reasonably possible at:
Email: info@mykeepsake.store
Please include your order number, a description of the issue and photographs where possible.
Depending on the circumstances and applicable law, an appropriate remedy may include:
- repair;
- replacement;
- price reduction; or
- refund.
When an item is confirmed to be defective, damaged or incorrect, we will cover reasonable return shipping costs where required by applicable law.
EU and EEA customers also benefit from the applicable statutory legal guarantee of conformity. This is separate from the 14-day right of withdrawal.
9. Exchanges
Eligible items may be exchanged within 30 days after delivery, subject to product and size availability.
To request an exchange, contact info@mykeepsake.store before returning the item. If the requested replacement is unavailable, we may offer a refund or another suitable solution.
The statutory right of withdrawal remains available independently of the exchange process.
10. Items Excluded From the Voluntary Return Policy
Unless mandatory consumer law provides otherwise, the following items are not eligible for return under our voluntary 30-day return policy:
- clearly personalised or individually customised products;
- items damaged through improper use, washing or care after delivery; and
- items returned after the voluntary 30-day return period.
Sale and clearance products purchased online by EU or EEA consumers remain covered by the statutory right of withdrawal unless a valid legal exception applies.
11. Order Cancellations
To request an order cancellation, contact info@mykeepsake.store as soon as possible after placing your order.
We cannot guarantee cancellation once fulfilment or shipping has started. This does not affect any statutory right of withdrawal available after delivery.
Clearly personalised or individually customised orders may no longer be cancelled once production has started.
12. Trader Information
This store is operated by:
Legal name: Vadym Voloshchuk
Trading name: My Keepsake
Legal form: Sole trader
Business address: Sazovická 479/19, 155 21 Prague 5 – Zličín, Czech Republic
Business registration number (IČO): 04983394
Email: info@mykeepsake.store
Return address: Sazovická 479/19, 155 21 Prague 5 – Zličín, Czech Republic