Returns & Refunds

We want you to love your book. This policy explains when returns and refunds are possible for personalized products under EU consumer law.

1. Personalized products

Big Story books are custom-made to your specification (your child's photo, name, and dedication). For this reason they are exempt from the standard 14-day right of withdrawal under Art. 16(c) of EU Directive 2011/83/EU. We therefore cannot accept returns simply because you changed your mind. Please check your preview carefully before ordering.

2. Damaged, defective, or incorrect orders

Your statutory rights are fully protected. We will reprint or refund free of charge if:

• the book arrives damaged or with a printing/binding defect;
• you received the wrong book or wrong personalization caused by us;
• the product materially differs from the preview you approved.

3. How to make a claim

Contact [email protected] within [CLAIM_WINDOW, e.g. 14 days] of delivery, including your order number and a photo of the issue. We aim to respond within [RESPONSE_TIME].

4. Refunds

Approved refunds are issued to your original payment method, normally within 14 days of us accepting the claim.

5. Cancellations

If you contact us before production starts, we may be able to cancel or amend your order. Once printing has begun, cancellation may not be possible.