Refund Policy

Our promise

You read the cover and the whole first chapter free before you pay, and you approve every page before we print. That is deliberate: it means you know what you are buying, and we never print a book you have not said yes to.

Because each book is made for one named child and cannot be resold, we fix problems rather than refund them - and we do not put a limit on fixing. If a printed book arrives damaged, misprinted or not as you approved it, we reprint it free.

Before you pay - nothing to lose

Preview the cover and the first chapter of any story free. No card, no account needed to look.

We do not refund a book you asked us to make

Every book is written and illustrated for one named child from the photo you gave us. It cannot be sold to anyone else, so we do not offer refunds for a change of mind - not before printing and not after.

What we do instead is fix it. Once you pay, we generate your complete book and send it to you to review. If the likeness is not right or a chapter is not what you hoped, email shushanran@gmail.com before you approve it and we will regenerate it until it is right. Nothing is printed until you say yes.

If something is wrong with the book, we always put it right

This is the part we do not limit. Send us a photo and we reprint free - no argument, no restocking fee, and we never ask you to post a book back:

Arrived damaged. Misprinted or a production fault. Not the book you approved. Never arrived - if tracking shows no delivery, we reprint once we have checked with the carrier.

Please tell us within 30 days of delivery where you can, so we can claim from our printer. Your legal rights last longer than 30 days and are not affected by that request. If a reprint is not the right answer for you, tell us - see Goodwill below.

Digital books

Your digital book unlocks immediately after payment, which means the 14-day change-of-mind cancellation right ends once delivery begins - you confirm that at checkout. Because you can read the cover and the whole first chapter free before paying, you know what you are buying.

If the book we generated is faulty - pages missing, text broken, the likeness plainly not the child in your photo - tell us and we will regenerate it.

Gifts

The person who paid can ask for anything on this page. If you received a book as a gift and something is wrong with it, write to us anyway - we would rather fix it than stand on formalities.

Goodwill

None of the above is a ceiling. If something has gone wrong that is not listed here, tell us. We may offer a reprint, a regeneration or a refund at our discretion - we would rather sort it out with you than have you unhappy with a book about your child.

Your legal rights

Nothing on this page reduces the rights you have where you live.

United Kingdom. Under the Consumer Rights Act 2015 your book must be of satisfactory quality, fit for purpose and as described, and you have remedies including repair, replacement, a price reduction or rejection. Separately, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14-day right to cancel most online orders - but not orders for goods that are made to your specification or clearly personalised. Every book we make is personalised to one named child, so that 14-day cancellation right does not apply to it. Your quality and description rights are unaffected.

European Union and Ireland. The same personalisation exception applies (Consumer Rights Directive 2011/83/EU, Article 16(c)). Your two-year legal guarantee of conformity applies in full.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand. Your rights under the Consumer Guarantees Act 1993 apply and cannot be contracted out of.

United States. Implied warranties under your state law apply. We ship within the timeframe shown at checkout, measured from when you approve your book; if we cannot, we will tell you and you can choose to wait or cancel for a prompt refund.

How to reach us and how long it takes

Email shushanran@gmail.com with your order number (it is in your confirmation email and on the My Orders page). We reply within 1-2 business days. Approved refunds go back to your original payment method via Stripe, normally within 5-10 business days. If you have a payment problem, please write to us before contacting your bank - we can almost always fix it faster than a dispute can.