Refund policy
Every ReelKeepsake reel is made from your photos, just for you. Please read this before you order.
Custom items are final sale
Because each reel is printed with your photos, we can't accept returns or give refunds for a change of mind, an ordering mistake, or no longer needing the item.
If something is wrong, we fix it
We replace your order free if:
- It arrives damaged or defective (for example, a cracked reel, misaligned frames, or a printing defect)
- What you received is different from what you ordered
- It's lost in transit and you added Shipping protection (see our Shipping Policy)
Email hello@reelkeepsake.com within 30 days of delivery with your order number and photos of the problem. A free replacement is our first remedy. If we can't replace it, we refund you in full to your original payment method.
Your photos
We look at every order's photos before production. If a photo is too low-resolution or won't work on a reel, we'll email you and hold your order until you send a replacement, at no extra cost.
We print your photos the way you cropped and approved them in the customizer. Film viewed against light looks different from a backlit screen, with different color and brightness, so we can't refund an order because an approved photo looks different on film.
Changes and cancellations
You can change your photos or cancel for a full refund within 12 hours of placing your order. After that, production may have started and we can't change or cancel the order. Email hello@reelkeepsake.com with your order number as soon as possible.
Before you check out, a design in your cart can't be edited. Remove it and start again; the customizer keeps your last design on your device for 14 days.
Refund timing
Approved refunds go back to your original payment method within 3–5 business days. Your bank may take another 5–10 business days to show it.