Refund & Quality Policy
Last updated: 21 April 2026
Every HeroKidStory book is produced exclusively for your child. Our refund policy therefore follows standards specific to personalized and digital products.
For general terms, pricing, and a short refund summary, see our Terms of Service (especially §7.3).
When Refunds Are NOT Available
E-Books (Digital Downloads)
Once payment is confirmed and the book is added to your account, digital content cannot be refunded. This is consistent with applicable consumer protection regulations (Turkish Consumer Protection Law Art. 48, EU Consumer Rights Directive Art. 16(m)) and is confirmed by you at checkout.
Printed Books — User-Caused Issues
Each printed book is individually produced based on your personal photos and preferences. The following are not grounds for a refund:
- Change of mind or subjective dissatisfaction
- Errors in information entered by the user (name, age, custom requests)
- Print quality issues resulting from low-resolution or poorly lit uploaded photos
- Minor color or style variations inherent to AI generation and print production processes
- Differences between screen display and printed output (color calibration)
For Both Products
- Price dissatisfaction or finding a cheaper alternative elsewhere
- Gift was given but recipient did not like it
Our Quality Guarantee
If your order has any of the following issues, contact us within 14 days of receipt — we will provide a free reprint or full refund:
- ✅Printing defects (faded print, missing pages, incorrect color blocks)
- ✅Binding defects (loose pages, cover separation)
- ✅Shipping damage
- ✅Your order preferences were incorrectly applied
- ✅Digital book access or technical issues
- ✅Payment received but book not appearing in account
Order Cancellation
If your printed book order has not yet entered production, you can cancel it. Contact info@herokidstory.com with your order number to check the status.
How to Submit a Claim
- Email info@herokidstory.com within 14 days of receipt.
- Include your order number and photos documenting the issue.
- We respond within 3 business days. Resolution: free reprint (7–30 business days) or refund (14 business days).
Before You Order — Your Checklist
- Your child's photo quality (sharp, well-lit, facing the camera)
- Name spellings and other entered information
- Selected story theme, language, and page count
We cannot be held responsible for issues arising from information or files provided by you.
Legal Basis
| E-book non-refundable | EU Consumer Rights Directive Art. 16(m) (digital content, once delivery started) / Turkish MSY Md. 15/1-ğ |
| Printed book non-refundable | EU Consumer Rights Directive Art. 16(c) (custom-made goods) / Turkish MSY Md. 15/1-ç |
| Related law | Turkish Consumer Protection Law (TKHK) Art. 48 |
Contact
| info@herokidstory.com | |
| Subject | Refund Request — [Order Number] |
| Response time | 3 business days |
Please include your order number and photos documenting the issue with your claim.