Refund policy

Keeper Culture — Exchange Policy (v.6)

Effective Date: [9/28/2026]

1. Made-to-Order Products

Keeper Culture is a trade name of Zovee LLC. All Keeper Culture products are Made To Order. Each item is produced upon placement of your order. Because of the Made To Order nature of our products, we maintain a strict exchange-only policy as described below. We do not offer refunds or returns under any circumstances.

2. Exchange-Only Policy

All sales are final. Keeper Culture does not offer refunds or returns. We will, however, accept exchanges when the following conditions are met and the applicable reporting deadline in Section 3 has not passed:

2.1 Qualifying Reasons. Exchanges are available only in the following circumstances:

  1. The item you received was damaged during shipping;

  2. The item you received has a verified production defect or misprint; or

  3. You received an item that is materially different from the item you ordered.

2.2 Non-Qualifying Reasons. No exchanges will be granted for any other reason, including but not limited to:

  1. Change of mind or buyer’s remorse;

  2. Incorrect size, color, or style selection;

  3. Display screen color variations between what appears on your screen and the actual product (see Section 4 below);

  4. Differences between the digital product preview displayed on your screen and the finished product that result from the normal Made To Order printing and production process, including but not limited to minor variations in print placement, texture, or material appearance;

  5. An incorrect, incomplete, or inaccessible shipping address provided by the customer; or

  6. Any other reason not directly caused by a Keeper Culture production, fulfillment, or shipping error.

3. Reporting Deadlines

Different types of issues require different reporting windows:

3.1 Shipping Damage — Seven (7) Calendar Days. If your item arrives with visible shipping damage — such as a crushed, torn, or broken item caused by carrier handling — you must contact us within seven (7) calendar days after delivery. This shorter window allows us to promptly investigate carrier-related damage while the physical evidence and packaging are fresh. Claims for shipping damage submitted after this seven-day period may not be eligible for review.

3.2 Production Defects, Misprints, and Wrong Items — Thirty (30) Calendar Days. If your item has a manufacturing defect, misprint, or is materially different from the item you ordered, you must contact us within thirty (30) calendar days of the date you received your item. These issues are not always apparent upon initial receipt, or a fulfillment error may not be immediately noticeable — so this window gives you additional time to identify the problem. Keeper Culture cannot review issues reported after this thirty-day period.

3.3 When in Doubt. If you are unsure which reporting deadline applies to your issue, contact us as soon as possible. Early reporting helps us evaluate your claim while the evidence is available.

4. Color Variations

Due to differences in monitors, screens, and printing processes, the colors you see on your device may vary from the colors of the product you receive. Keeper Culture does not guarantee exact color matching. Minor color differences between the on-screen display and the finished product are inherent to the Made To Order printing process, are not considered defects, and are not eligible for exchange.

5. Eligibility Requirements

To be eligible for an exchange, the following conditions must be met:

  1. You must submit your exchange request within the applicable reporting deadline described in Section 3;

  2. You must provide a valid order number or proof of purchase; and

  3. The item must meet the applicable condition requirement below.

5.1 Shipping Damage Claims. The item must be in the condition in which you received it — unworn, unused, with all original tags attached. You must retain the original packaging, shipping label, and all packing materials until we have completed our review.

5.2 Production Defect, Misprint, and Wrong Item Claims. The item must not have been altered, intentionally damaged, or misused. Normal use that revealed the defect — such as wearing the item and discovering a failing seam or peeling print — does not disqualify your claim. You must retain the item until we have completed our review.

6. How to Request an Exchange

To initiate an exchange request, contact us at exchanges@keeperculturewear.com. Please include the following information so we can review and respond to your request as quickly as possible.

6.1 For Shipping Damage Claims. Please include:

  1. Your order number or proof of purchase;

  2. A brief written description of the damage;

  3. Clear photographs of the full item and the damaged area; and

  4. Photos of the original packaging, shipping label, and any visible shipping damage.

6.2 For Production Defect, Misprint, and Wrong Item Claims. Please include:

  1. Your order number or proof of purchase;

  2. A brief written description of the issue; and

  3. Clear photographs of the full item and the affected area.

6.3 Additional Information. We may request additional photographs or information to evaluate your claim. Do not discard the item or packaging until we have completed our review and communicated a resolution.

7. Review and Resolution

Keeper Culture, in its sole discretion, determines whether an issue constitutes shipping damage, a production defect, a misprint, or a fulfillment error for which an exchange may be offered. Resolution decisions are made on a case-by-case basis.

After review, Keeper Culture may, at its sole discretion, offer one of the following:

  1. A replacement of the affected item at no cost to the customer;

  2. Store credit in the amount of the original purchase price of the affected item; or

  3. Another appropriate resolution as determined by Keeper Culture.

We are unable to guarantee a specific outcome until we have completed our review.

8. Return Shipping and Replacement

If your exchange request is approved and a return is required, Keeper Culture will provide a prepaid return shipping label at no cost to you, along with instructions for sending the item back. 

Whether a return is required will be communicated to the customer at the time the exchange is approved.

The customer is responsible for ensuring that any approved return shipment is packaged securely. Keeper Culture is not responsible for items that are lost, stolen, or further damaged during return transit due to improper packaging by the customer.

9. Unauthorized Returns

Keeper Culture reserves the right to refuse any return or exchange that has not been pre-approved through the process described in Section 6 above. Items sent back to us without prior authorization will not be accepted, and Keeper Culture assumes no responsibility for unauthorized shipments.

10. Payment Disputes and Chargebacks

By placing an order with Keeper Culture, you agree to follow the exchange request process described in Section 6 and provide reasonable information requested by Keeper Culture to review and resolve the issue. Failure to follow this process, failure to provide the required documentation, or filing a payment dispute or chargeback before giving Keeper Culture a reasonable opportunity to review the issue may result in denial of the claim, to the fullest extent permitted by law and applicable payment network rules.

Nothing in this policy limits any non-waivable rights you may have under applicable law or payment network rules for unauthorized transactions or fraud.

11. Inspection Upon Delivery

Please inspect your order promptly upon receipt. If your item shows visible shipping damage, contact us at exchanges@keeperculturewear.com within seven (7) calendar days. For production defects, misprints, or wrong items, contact us within thirty (30) calendar days. Early reporting helps us evaluate your claim while the evidence is available.

12. Contact Us

For any questions regarding this Exchange Policy, please contact us at exchanges@keeperculturewear.com.