Refund & Cancellation Policy

1. Our promise

Every book is made individually for your child, so we want you to be happy with it. If something is wrong and it is our fault, we will put it right — a correction, a remake, or a refund.

2. Cancelling before production starts

2.1 You may cancel your order for a full refund at any time before we begin production. Email [email protected] with your order reference (it looks like CHB-20260914-001) as soon as possible.

2.2 We normally begin production very quickly after payment. We will always tell you honestly whether we were able to stop it in time.

3. Personalised products and your cancellation right

3.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer's specification are exempt from the standard 14-day cancellation right. Personalised books fall into that category, because we create them from the details and photographs you supply.

3.2 For digital content, the same rules can exempt an order from cancellation once supply has begun — but only if you gave express consent to immediate supply and acknowledged that you would lose the cancellation right. We make that clear at checkout.

3.3 None of this affects your rights if the product is faulty, not as described, or not delivered. Those rights always apply.

4. When we will refund or remake

We will refund or remake at no cost to you where:

• the book is damaged, faulty or misprinted (printed orders);
• the digital file is corrupt, unopenable or incomplete;
• the book is materially not as described on the Website;
• we cannot deliver your order; or
• we cancel your order for any reason.

5. What is not a fault

Because of how personalised books are made, these are not grounds for a refund:

• Illustrations that are not exact likenesses. AI-assisted illustrations are artistic interpretations of the photographs and details you provide. Natural variation in style, colour and detail is expected.
• Spelling of names or text exactly as you typed it. Please check names and dedications carefully before ordering — tell us immediately if something is wrong and we will correct it free of charge before production.
• Personal preference about theme, style or story once production has begun.
• A change of mind after your digital book has been delivered, where you consented to immediate supply.

Even so — if you are unhappy, tell us. We would rather sort it out than leave you disappointed, and we handle these case by case.

6. How to request a refund

Email [email protected] with:

1. your order reference;
2. the email address used for the order; and
3. a short description of the problem, with photographs if it is a printed book.

We aim to reply within 2 working days.

7. How refunds are paid

7.1 Approved refunds are paid back to your original payment method through Stripe.

7.2 Refunds are usually processed within 5–10 working days. Your bank may take a few days more to show it.

7.3 Where a remake is the better answer, we will produce and deliver a corrected book at no cost instead of refunding.

8. Delivery problems

8.1 If a digital book has not arrived within 24 hours of your order being confirmed, check your spam folder first, then contact us — we will resend it.

8.2 For printed books, if your order has not arrived within 10 working days, contact us and we will investigate with our print partner.

9. Chargebacks

9.1 Please contact us before raising a chargeback with your bank. Nearly everything can be resolved faster directly with us.

10. Account and data deletion

You may ask us to delete your account and associated data at any time — see our Privacy Policy. Deletion does not affect refunds already due to you.

11. Contact

ChildHeroStoryBooks.com
Email: [email protected]
Website: https://ChildHeroStoryBooks.com
Registered address: 6 Gleneagles, Waltham, Grimsby, North East Lincolnshire, DN37 0XD

ChildHeroStoryBooks is a social community brand created by partners PAD-CIC (company number 13168668) and AiConsultancy.org.uk.