Refund policy


ScrapsNRemnants Return and Refund Policy

Effective Date: August 22, 2024

At Keepsakes By Sylvia, we take pride in creating personalized keepsakes and gifts that honor your cherished memories. As each item is handcrafted with care and attention to detail, we want you to be completely satisfied with your purchase. However, due to the custom nature of our products, we have specific guidelines regarding returns and refunds.

1. Custom Orders

  • Non-Refundable: All custom orders are made to your specifications using your personal or sentimental materials. As such, they are non-refundable and non-exchangeable.
  • Approval Process: Before production begins, we will confirm all details with you, including design, materials, and any special requests. Once you approve the design, production will commence, and no changes can be made.

2. General Orders

  • Return Eligibility: Non-custom items may be eligible for return within 14 days of delivery. To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
  • Return Process: If you wish to return an eligible item, don't hesitate to contact us at 919-296-4416 within 14 days of receiving your order. We will provide instructions for returning the item.
  • Return Shipping: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.

3. Damaged or Defective Items

  • Inspection Upon Receipt: We carefully inspect all items before shipping. In the rare event that you receive a damaged or defective item, please notify us within 7 days of delivery.
  • Replacement or Refund: If the item is found to be damaged or defective, we will offer to fix the item with a partial refund, including return shipping costs. Please provide photos of the damage or defect to assist us in processing your claim.

4. Cancellations

  • Custom Orders: Once a custom order has been approved and production has begun, it cannot be canceled.
  • General Orders: Non-custom orders may be canceled within 24 hours of purchase for a full refund. After 24 hours, cancellations may be subject to a processing fee.

5. Contact Us

If you have any questions or concerns about your order, please don't hesitate to contact us at:

Keepsakes By Sylvia
85 Herringbone Drive, Franklinton, NC 27525

919-296-4416
hello@keepsakesbysylvia.com