Refund Policy
Last Updated: 2026-04-27
Quick Summary
| Situation | Refund? |
|---|---|
| Cancel BEFORE generation/production starts | ✅ Full refund |
| Technical defect (corrupt PDF, printing error, missing pages) | ✅ Re-generate OR full refund |
| Illustrations completely unrelated to story (AI failure) | ✅ Re-generate OR full refund |
| "I don't like the style" | ❌ No refund (personalized goods exception) |
| "Changed my mind" after generation | ❌ No refund |
| Damaged in shipping | ✅ Free replacement |
| Not received within 2× estimated time | ✅ Full refund or replacement |
| Subscription cancellation mid-cycle | ❌ No pro-rata (except California) |
1. Personalized Goods Exception
Under EU Consumer Rights Directive Article 16(c), UK CCR Reg. 28(1)(b), and Türkiye Mesafeli Sözleşmeler Yönetmeliği Madde 15(ç): personalized digital and physical books are exempt from the standard 14-day right of withdrawal once production has begun.
At checkout you confirm:
☑ I understand my personalized book cannot be returned or refunded once generation/production starts. I waive my 14-day withdrawal right for this specific book.
You CAN cancel before production:
- Digital PDF: Before clicking "Generate Full Story" (after preview)
- Hardcover: Within 30 minutes of payment, before Lulu/Gelato submission
2. Quality Failure (Eligible for Full Refund)
We will re-generate OR fully refund for:
- Corrupted PDF, missing pages
- Print quality defects (smudged ink, torn binding)
- Wrong book delivered
- Illustration completely unrelated to story
- Wrong child's name (after correct input)
- Significant grammar errors in story text
To claim: Email [email protected] within 14 days of delivery (digital) or 30 days (physical) with order number, description, and photo/screenshot.
3. Subjective Quality NOT Eligible
- "I don't like the illustration style"
- "The story is too short/long"
- "My child didn't like it"
- "I changed my mind after seeing it"
Always preview before purchase.
4. Damaged in Shipping
- Email [email protected] within 7 days of delivery
- Include photos of damage
- Free replacement (no return required)
5. Late or Lost Shipments
If your order is 2× the estimated delivery time without delivery: full refund or free replacement.
6. Subscription Cancellation
Cancel anytime via Paddle Customer Portal. No pro-rata refund for unused months (industry standard) — exception: California residents per CARL 2025.
7. Chargebacks
Please contact us before disputing a charge with your bank. Excessive chargebacks (>3) result in permanent account ban.
8. How to Request
- Email [email protected] with subject "Refund Request — Order #[number]"
- Include order number + description + photos
- We respond within 48 hours
- Approved refunds: 5-10 business days to original payment method