Returns & Refunds Policy

Every OnceUponYou book is made from scratch for one child. That makes it special, and it also means we cannot resell it. This policy explains exactly what we do if something goes wrong. It forms part of our Terms & Conditions.

The short version

1. Why we do not accept change-of-mind returns

Your book is personalized with your child’s name, photos and story. Once it is approved it goes straight to print. We cannot restock or resell it, so we do not offer refunds or returns for change of mind, or once a book has been approved, whether you approved it yourself or it was approved automatically.

That is why we give you a preview and the chance to request changes before anything is printed. Please use it: check names, spelling, dedication text and every page.

Please note: AI generation starts as soon as you pay, so orders cannot be cancelled for a refund after checkout. You can still request changes during the preview stage.

2. How long you have to make changes

There are two different deadlines on a printed book, and it is worth knowing both.

• Editing closes 48 hours after we send your preview. Up to that point you can make unlimited text edits and regenerate up to 3 pages, with 2 attempts on each.
• Automatic approval happens when editing closes. If you have not approved your book by then, we approve it for you and send it to print. We email you a reminder when 24 hours are left and again when 8 hours are left.
• Digital books have 30 days from delivery to request changes.
• Printed copy of a digital Book. If you order a printed copy of a digital Book you already have, your digital Book is your preview. We print its story and pictures as they are when you order, and add a back cover. Placing the order counts as approving it for print.

3. What we cover

We will make it right, at no cost to you, if:

• Printing or binding defect. Missing or duplicated pages, pages out of order, significant misprints, smudging, or binding that falls apart.
• Damaged in shipping. The book arrives torn, crushed or water-damaged.
• Lost in transit. Tracking shows no delivery, or the parcel has not arrived 10 business days after the estimated delivery date.
• Our mistake. The printed book does not match the preview you approved, or you received someone else’s book.

What is not a defect:

• Minor colour differences between your screen and the printed page
• Artistic variation in AI illustrations that was visible in the preview you approved
• Errors in text you entered or approved, such as a misspelled name or the wrong age
• Normal wear after delivery

4. How to request a reprint or refund

1. Email support@onceuponyou.store within 14 days of delivery. For a lost parcel, email within 30 days of the estimated delivery date.
2. Include your order number and clear photos of the problem, plus the outer packaging if it was damaged in shipping.
3. We will reply within 2 business days.

You will not need to send the damaged book back unless we specifically ask.

Our default fix is a free reprint. We ship a new copy at no cost. If you would rather have a refund, just say so and we will refund the affected book, including its shipping cost, to your original payment method. Refunds typically appear within 5 to 10 business days, depending on your bank.

5. Shipping address issues

Please double-check your address at checkout. If a parcel is returned or lost because of an incorrect or incomplete address you provided, we can reprint and reship it at the cost of printing and shipping. It is not eligible for a free reprint.

If you spot an address mistake, email us immediately. If the book has not shipped yet, we will try to update it.

6. Digital books

Your digital book is generated after you pay. It is not instant: the story and every illustration are created for your order, and we email you a link as soon as it is ready.

Once delivered, a digital book cannot be returned, so it is not refundable. If your file is corrupted, will not download, or does not match the preview you approved, contact us. We will fix it or send a new file, and if we cannot resolve it we will refund it.

7. Multi-book orders and discounts

Issues are handled per book. If one book in a multi-book order has a problem, we reprint or refund that book only. If your order used a discount, any refund reflects the amount you actually paid for the affected book.

8. Before you dispute a charge, talk to us

If something is wrong, please email us first. We respond quickly, and a reprint is usually faster than a bank dispute.

9. Your legal rights

This policy does not limit any rights you have under applicable consumer protection laws.

Contact

Email: support@onceuponyou.store
Digity C LLC (trading as OnceUponYou), 251 Little Falls Drive, Wilmington, New Castle County, DE 19808, United States