Refunds & Returns

Refunds & Returns

Because every printed book is custom-created and individually manufactured just for you, our refund policy is different from standard retail. Here is a summary — for the complete policy, see our Refund Policy, which is also linked in the footer of every page on the site.

The One Thing to Know First: Printing Starts Immediately

There is no waiting period between your payment and your book being sent to the printer. It goes as soon as the payment completes. That is what makes a printed book different from an ordinary online order, and it is the reason most of what follows reads the way it does.

Canceling Before You Approve and Pay

You pay after you approve your proof, not before. Up to that point nothing has been charged for the book and nothing has been printed, so there is no order to cancel and no refund to request — you can simply stop, or delete the book.

Credits are a separate purchase, and this is the part people are caught by. If you bought credits along the way — to unlock paragraph edits, to regenerate a book, to restyle the pages — you were charged for those credits when you bought them. Stopping or deleting the book does not return them. Unspent credits stay on your account and can be used on anything else. See Understanding Credits.

Canceling After Payment

Your book goes to production right away, so we usually cannot cancel once you have paid. If you contact us immediately we will try to stop the order before it enters printing, but we cannot guarantee it. Once printing has begun, the order cannot be canceled.

If you need to try, open a ticket from the Support page as soon as you possibly can. Minutes matter here in a way they do not with most orders.

When You Can Get a Full Refund

• A technical error prevented your book from being generated properly.
• A payment was processed in error (duplicate charge, incorrect amount).
• You contacted us immediately and we were able to stop your order before it entered printing.
• Your paid order cannot be produced, or fails in production, and you would rather have your money back than a replacement.

When You Can Get a Partial Refund or Reprint

• The printed book has significant quality defects (misprints, damage, binding issues).
• The printed book differs materially from the approved proof.
• The book was lost or damaged in shipping.

Open a ticket from the Support page within 14 days of delivery, with photos of any defects.

Digital Editions

Digital editions (the downloadable files) are non-refundable from the moment of purchase — nothing is printed or shipped, and the files cannot be returned once downloaded. If a file is corrupt, incomplete, or does not match the book you approved, we will repair or re-deliver it at no charge: that repair is your remedy in place of a refund.

The repair is something we do for you. There is no rebuild button on your Downloads page — when a download is not usable the page says Needs attention and hands you a Get this fixed button, which takes you to the Support page so you can tell us about it. The button does not raise a ticket by itself, so choose New Ticket once you are there. Restoring an expired edition is a different thing and will not fix a broken file. See Digital Editions for the full picture.

Audiobooks

Audiobooks are also non-refundable from the moment of purchase, and that does not depend on whether you have downloaded the MP3 yet. You are asked to confirm you understand this before you pay, and we keep a record of the exact wording you accepted.

The same remedy applies: if the recording is corrupt, incomplete, or does not match the book you approved, we repair or re-deliver it at no charge — open a ticket from the Support page. Two things that are not refunds: restoring a recording whose hosting window closed costs credits, and wanting a different narrator later is a fresh purchase rather than an exchange. See Audiobooks, which explains both.

When Refunds Are Not Available

After you approve the final proof and pay, refunds are not available for:

• Changing your mind about the content.
• Errors you missed during review.
• Dissatisfaction with AI-generated content you approved.
• Recipients not liking their personalized book.

The multi-step approval process exists so you can review everything thoroughly before printing begins.

How to Request a Refund

1. Open the Support page from your sidebar and choose New Ticket.
2. Select Billing Question as the category.
3. Include your order number and reason for the request.
4. For quality issues, attach clear photos of the problem. See Contacting Support for how attachments work.

We respond to refund requests within 2 business days. Approved refunds are processed to your original payment method within 5–10 business days.

Credit Purchases

Credits are charged when you buy them, and they are non-refundable. Abandoning or deleting the book you bought them for does not return them, because the charge was for the credits and not for that book.

The good news is that nothing is stranded: credits never expire and stay on your account until you use them, on whatever you like. They are only lost if you delete your account, which forfeits any remaining balance. See Deleting Your Account.