Refund & Returns Policy

Last Updated: September 17, 2026

At KeepItVivid, we value every customer and prioritize fast order delivery. This policy explains our delivery times and how returns, exchanges and refunds work for the personalized products we make to order.

1. Delivery Times

Every item we sell is personalized and produced individually after your order is placed. Delivery consists of two stages:

Order processing & production: 1–2 days — preparing your exclusive custom artwork and producing your item.
Shipping transit: 3–5 days after dispatch.

Total estimated delivery time: 3–10 days from the date you place your order, depending on your delivery address.

Special customized items such as hand-painted goods will require a longer production period to guarantee flawless details. If your order needs additional time, we will contact you by email.

Shipping Fees

Orders under $59: shipping fee $5
Orders $59 and above: free shipping
Shipping coverage: Worldwide

For full details of our shipping methods, carriers, transit times, fees and free-shipping conditions, please see our Shipping Policy.

Shipment Tracking Notice

You will receive a shipping confirmation email once your order is dispatched. Click “View Your Order” to check real-time logistics updates at any time.

Do not worry if no tracking updates appear immediately after opening the tracking link. There may be a tracking information delay of up to 24 hours while your package is in transit from our warehouse to the carrier’s first scanning station.

Potential Shipping Delays

All delivery times are estimates, not guarantees, and are counted from the date you place your order. Shipments may be delayed due to invalid delivery addresses, customs clearance procedures, public holidays, severe weather, epidemic or pandemic situations, or other unexpected incidents. For the full list of delay factors, please see our Shipping Policy.

For assistance with a delivery, please contact our customer service via email: support@keepitvivid.com.

2. Return, Exchange & Refund Policy

All products sold in our store are custom personalized items. Returned customized goods cannot be resold, so we do not accept returns or exchanges without quality issues.

We will launch custom production immediately after your order is confirmed. Once production starts, all custom details including size, color, printed patterns and other personalized content cannot be modified.

If you need to adjust custom information after placing the order, please email our customer service right away: support@keepitvivid.com.

Return Shipping Fees & How We Resolve Quality Issues

Every item we sell is personalized and produced individually for you, so it cannot be resold to another customer. Our rules therefore depend on what caused the problem and how serious it is. The table below sets out how each situation is handled.

Situation	What you receive	Who pays the return shipping fee
1. Serious quality issue The item arrives significantly damaged, has a defect that makes it unusable, is a substantially wrong item, or the personalization clearly does not match the design you approved.	Your choice of: • a free replacement, produced and delivered within 3–10 days; or • a full refund of your order.	We pay the full cost. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
2. Minor imperfection A small imperfection that does not affect normal use or the overall appearance — for example a small stitching irregularity or a slight shade difference.	A partial refund agreed with you, normally between 10% and 30% of your total payment. You keep the item.	Not applicable — no return is required.
3. No quality issue You changed your mind, chose the wrong design or size, or no longer want the item.	Personalized goods are made only for you and cannot be returned, exchanged or refunded. In exceptional cases we may agree to accept a return — we will confirm this with you in writing first.	If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

Why our rules work this way

Your item is made only for you. A personalized product cannot be resold to anyone else, so it cannot be returned or refunded simply because you changed your mind. That is why situations 1 and 2 — where the problem comes from us or from the product itself — are the ones we always resolve.
If the fault is ours, you pay nothing. When the problem comes from our production or operations, we cover the full cost of putting it right, including returning the item. You never lose money because of a mistake we made, and we do not ask you to accept a partial refund instead of a proper fix.
Small imperfections are handled in good faith. Printing, dyeing and screen displays mean that slight colour and detail differences (within around 20%) can occur, and these do not by themselves count as a serious defect. But if you find such a difference unacceptable, tell us with photos — we will review it and may agree a partial refund with you, rather than leaving you with an item you are unhappy with.
You choose how we put it right. For a serious quality issue, you decide whether you prefer a replacement or a refund — we do not force one option on you.

To raise any quality claim, please email support@keepitvivid.com with your order number and clear photos or video showing the issue.

Refund Processing Timeline

Refund review & processing: 1–5 business days
Funds arrival to your account: 6–10 business days

3. Order Cancellation Policy

Orders will be locked and sent to production 12 hours after checkout. No cancellation or modification requests will be accepted once locked. All personalized orders go straight into production after payment, so no changes can be made afterward.

Please double-check all details including custom artwork, sizing specifications and shipping address before completing payment.

4. Exchange Request Process

To submit an exchange request, send an email to support@keepitvivid.com and attach the materials below:

Your order number and the email address used to place the order
Clear photos or videos showing product defects
- Printing flaws: Close-up photos of the defective printed area
- Size discrepancies: Photos with measuring tape or ruler to display actual product dimensions

Our customer service team will review your application thoroughly. Once verified and approved, we resolve it as set out in the table above — a free replacement or a full refund for a serious quality issue, or a partial refund for a minor imperfection.

5. Important Notes

We do not offer free replacements for delivery failures caused by incorrect or incomplete shipping addresses provided by customers. A fee of $7.99–$16.99 will be charged for reproducing a new item. Please verify your shipping information carefully before checkout to avoid delivery failures.
Minor visual differences may exist between the delivered product and online images. Please see “Why our rules work this way” in Section 2 for how such differences are assessed and what we can offer.

6. Paid Replacement Service

If you receive an incorrect style, size or pattern due to wrong information submitted by yourself, we provide an affordable paid replacement service. A small fee of $7.99–$16.99 applies, which is far lower than the original product price, and you do not need to return the incorrect item you received.

7. Closing Remarks

We treasure every customer and strive to deliver a pleasant and satisfying shopping experience. Thank you for choosing KeepItVivid and trusting us with your personalized order. It is our honor to craft unique custom goods exclusively for you!

If you have further questions or require support, feel free to email us anytime: support@keepitvivid.com.