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Return & Refund Policy
At Clara Keepsake Studio, operated by JOYDU LLC, we want you to be fully satisfied with your purchase. Since our products are personalized specifically for you, please review the details below.
Personalized Products
Because each item is custom-made with your pet's name, photos, and personal details, we are unable to accept returns or exchanges due to change of mind, sizing preferences, or personalization errors made by the customer during the design step. We encourage you to carefully review your personalization details before submitting your final design.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or does not match the personalization you submitted, please contact us within 7 days of delivery with:
- Your order number
- Photos clearly showing the issue
- A brief description of the problem
We will arrange a replacement, refund, or other appropriate solution at no additional cost to you.
Order Issues & Lost Packages
If your order has not arrived within the estimated delivery time, please contact us and we will assist in locating your package or arranging a solution.
Non-Returnable Items
The following are not eligible for return or refund:
- Personalized items with correct personalization as submitted by the customer
- Gift cards
- Items damaged due to misuse, normal wear, or improper care after delivery
Refunds for Approved Claims
Once we review and approve a claim for a damaged, defective, or incorrect item, refunds will be issued to your original payment method within 5–10 business days, or a replacement will be sent at no additional cost.
Contact
For questions or to report an issue with your order, please contact:
Clara Keepsake Studio
Operated by JOYDU LLC
Email: support@clarakeepsakes.com
Phone: +1 (505) 267 8366