Refund policy
Personalised books
Every book we make contains a specific child's name, face and dedication. We cannot resell a book with your grandchild's face in it, so we cannot take it back simply because you changed your mind. Most consumer laws recognise this for custom-made goods.
Where you live:
- EU, EEA and the UK — personalised goods are formally exempt from the 14-day right of withdrawal (Consumer Rights Directive Article 16(c); Consumer Contracts Regulations 2013 regulation 28(1)(b)).
- Australia and New Zealand — there is no right to change your mind on a custom item, but the consumer guarantees under Australian Consumer Law and the NZ Consumer Guarantees Act cannot be excluded by anything we write here. If a book is faulty or not as described, those rights apply in full.
- Everywhere else — your own national consumer law applies, and nothing in this policy limits it. Where your law gives you more than we offer here, your law wins.
Email with your order number and a photo if there is something to see. A person answers.