Refund Policy

Last updated: November 2024

Our Commitment

At Snap to Story, we want you to be completely satisfied with your personalised storybook. If something isn't right, we're here to help make it right.

Digital Book Purchases

Due to the personalised nature of our digital products, we generally do not offer refunds for digital book purchases once the book has been generated. However, we will consider refunds in the following cases:

  • Technical Issues: If you experience technical problems that prevent you from accessing or downloading your book
  • Quality Issues: If the generated images are significantly below our quality standards
  • Processing Errors: If there are errors in how your information was processed

Refund requests for digital purchases must be made within 7 days of purchase.

Printed Book Orders

Before Printing

If your order has not yet been sent to our printing partner, you may request a full refund or cancellation. Contact us as soon as possible after placing your order.

After Printing

Once your book has been sent to printing, we cannot cancel the order. However, we will provide refunds or replacements for:

  • Printing Defects: Misprints, blank pages, or poor print quality
  • Shipping Damage: Books damaged during shipping
  • Wrong Item: If you receive a different book than ordered
  • Lost Packages: Orders that are lost in transit

Returns

To request a return or replacement for a printed book, please contact us within 14 days of receiving your order. Include photos of any defects or damage, and your order number.

What We Don't Refund

  • Change of mind after a digital book has been generated
  • Dissatisfaction with AI-generated artistic style (we offer previews before purchase)
  • Orders shipped to incorrect addresses provided by the customer
  • Books damaged after delivery due to handling

How to Request a Refund

  1. Email us at support@snaptostory.com with your order number
  2. Describe the issue you experienced
  3. Include any relevant screenshots or photos
  4. We will respond within 2-3 business days

Refund Processing

Approved refunds will be processed to the original payment method within 5-10 business days. The time for the refund to appear in your account may vary depending on your payment provider.

Replacements

In many cases, we may offer to replace your book rather than provide a refund. Replacement books will be shipped at no additional cost to you.

Contact Us

If you have any questions about our refund policy or need assistance with an order, please contact us:

Email: support@snaptostory.com