Refund & Cancellation Policy

How to cancel

Message us on WhatsApp or reply to your order email with your order number and the words “cancel my order”. The time we receive your message is the time we use to work out your refund.

You can see your order’s current stage, and what you would get back if you cancelled now, on the Track your order page.

Full refund (100%)

You get all your money back if you cancel:

• before we have confirmed your order, or
• within 24 hours of placing your order, even if it is already confirmed.

Partial refund (50%)

If you cancel more than 24 hours after placing your order, but before printing has started, we refund 50% of the amount you paid. The rest covers the illustration and design work already done for your child’s book.

When a change of mind can’t be refunded

Once your book has gone to print, or has been shipped or delivered, we can’t accept a cancellation or return for a change of mind. The book has your child’s name and pictures in it, so it can’t be sold to anyone else.

How refunds are paid

• Refunds are sent back to the account you paid from (bank, JazzCash or Easypaisa) within 7 working days of us confirming your cancellation.
• We may ask you to confirm the account title and number before sending it.
• Refunds are paid in Pakistani rupees by bank transfer, not in cash.

Damaged, misprinted or wrong books

If something is our fault, we put it right. Tell us within 48 hours of delivery and send photos of the book and the packaging. We will reprint and resend your book free of charge, or give you a 100% refund including delivery, whichever you prefer. This covers:

• Pages missing, torn, loose or printed wrongly
• Damage during delivery
• A name or detail that is different from what you sent us and approved
• A book lost by the courier

What isn’t covered

• Spellings, text or pictures you approved in the preview before printing
• Small colour differences between your screen and the printed page
• A wrong or incomplete delivery address given by you (re-delivery is charged)
• Normal wear and tear after delivery

Previews and changes

Before we print, we send you a preview on WhatsApp. Please check every name, spelling and picture carefully and ask for any changes then. We only print after you approve the preview.

Create-your-own books

The same rules apply to custom books, counted from the time you place your order. The refund is based on the price agreed on our call.

If we can’t make your book

If your photos can’t be used, we will ask you for new ones. If we still can’t make the book, or we have to cancel your order for any other reason, you get a 100% refund.

Questions

Message us on WhatsApp or email hello@example.com with your order number and we’ll help.