Refund policy
At Keepers Of The Vale, most of our products are made to order especially for you once your purchase is placed. Because each item enters production specifically for your order, we do not accept returns or exchanges for change of mind on items that have been correctly produced and delivered, except where required by applicable law.
We currently sell and ship exclusively within the United States.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your item arrives damaged, defective, or you receive the wrong item, please contact us at keepersofthevale@gmail.com as soon as possible, preferably within 48 hours of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photographs showing the item and the problem
We will review the issue and work with you to provide an appropriate replacement, refund, or other resolution.
The 48-hour request helps us investigate problems quickly and does not limit any rights you may have under applicable consumer law.
Cancellations and Order Changes
If you need to cancel or change your order, please contact us at keepersofthevale@gmail.com as soon as possible after placing your order.
Because our products are made to order, production may begin shortly after purchase. Once production has started, we cannot guarantee that an order can be cancelled or changed.
If we are able to cancel your order before production begins, any applicable refund will be returned to your original payment method.
Product and Colour Variations
Colours may appear slightly different depending on your screen settings, lighting conditions, and the production method used.
Our woven textiles are created using coloured threads rather than printed inks. This gives them their distinctive texture and character, but it can also result in differences between the finished textile and digital listing images.
Minor variations in colour, texture, scale, cropping, borders, or design placement can occur as part of the production process and are not normally considered defects.
If you believe your item is materially different from what was advertised or has been produced incorrectly, please contact us so we can review it.
Approved Returns
Returns are only accepted when approved by Keepers Of The Vale or where a return is required by applicable law.
Please contact us before sending any item back.
If a return is approved, we will provide instructions on whether the item needs to be returned and, where applicable, the correct return address.
Items returned without prior authorization may not be accepted.
Refunds
When a refund has been approved, we will notify you and issue the refund to your original payment method.
Approved refunds are normally processed within 10 business days. Your bank or card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at keepersofthevale@gmail.com.
Where applicable law requires a refund to be provided within a shorter period, we will follow the legally required timeframe.
Contact Us
For questions about cancellations, damaged or incorrect orders, returns, or refunds, please contact:
Keepers Of The Vale
220 Menzies Road
Glasgow, G21 3NE
United Kingdom
Email: keepersofthevale@gmail.com