A personalized book is made for one family and no one else. That is why refunds depend on whether the paid generation or the printing has already started. This policy does not limit your mandatory consumer rights.
Unused credits
You can request a refund for a completely unused credit pack within 14 days of purchase. If part of the pack has already been spent, we review a refund of the unused portion case by case, less any non-refundable payment processing fee that was withheld.
Generation and digital products
Once a personalized generation has started, the credits spent on it are normally non-refundable, because an external AI has already done bespoke work. If the generation fails for technical reasons, the service returns the debited credits automatically. For a clear defect we will first fix or regenerate the result at no charge; if that is not possible, we refund the credits or the payment.
Printed books
A paid order goes to the printer automatically, usually within minutes — so if you change your mind, write to us immediately and we will cancel it if it has not been sent yet. Once production has begun, a personalized item cannot be returned because of a change of mind, or because of an error that was visible in the preview you approved. If the book arrives damaged, has a manufacturing defect or does not match the approved file, write to us within 14 days of delivery and attach photos — we will arrange a replacement or a refund.
If we cannot produce a paid order at all — the printer rejects the file, or our own preparation fails — the payment is returned automatically, without you asking.
The cartoon
The cartoon is rendered scene by scene and normally takes tens of minutes. Once rendering has started the payment is non-refundable, because an external AI has already done bespoke work for your book. If the render fails, or we cannot deliver the file, the payment is returned automatically. If the result has a clear defect, write to us with the order date and we will re-render it at no charge or refund the payment.
Delivery
If an item is not delivered within the agreed timeframe, the cancellation and refund rights under the Ontario Consumer Protection Act and other applicable legislation apply. A shipping address entered incorrectly by the customer is not a manufacturing defect, but we will do our best to help before the order ships.
How to request a refund
Write to hello@customfairytales.com from your account email with the book title, the date and the reason. We will confirm receipt and let you know our decision or what else we need from you.