Refund policy

Every ReelKeepsake reel is custom-made from the photos you provide. Because each order is personalized and produced just for you, our policy works a little differently than a standard store — please read it before ordering.

Personalized Items Are Final Sale

Because your reel is made to order with your photos, we cannot accept returns or offer refunds for reasons such as change of mind, ordering by mistake, or no longer needing the item.

We Stand Behind Our Quality

If something is wrong with your order, we will make it right. You are covered if:

  • Your reel arrives damaged or defective (cracked reel, misaligned frames, printing defects)
  • The item you received is different from what you ordered
  • Your order is lost in transit (tracking shows no delivery)

In these cases, contact us within 14 days of delivery at hello@reelkeepsake.com with your order number and photos of the issue. We will send a free replacement as our first remedy. If a replacement is not possible, we will issue a full refund to your original payment method.

Photo Quality

Our team reviews every uploaded photo before production. If a photo is too low-resolution or unsuitable for the reel format, we will email you and pause your order until we receive a better version — at no extra charge. Please note that we reproduce your photos as submitted; we cannot offer refunds because a photo you approved looks different in physical film form than on your screen (physical film has different color and brightness characteristics than a backlit display).

Order Changes & Cancellations

You may change your photos or cancel your order for a full refund within [12] hours of purchase, before production begins. After production has started, changes and cancellations are no longer possible. To request a change, email hello@reelkeepsake.com as soon as possible with your order number.

Refund Processing

Approved refunds are issued to your original payment method within 3–5 business days. Depending on your bank, it may take an additional 5–10 business days for the refund to appear on your statement.

Questions?

We're here to help: hello@reelkeepsake.com