Refund, Cancellation & Remake Policy
This policy is designed for personalized made-to-order Products and preserves mandatory UAE consumer remedies. There is no general change-of-mind return window. The 14-day reporting period applies only to eligible claims for a defective, damaged, incorrect, incomplete or materially misdescribed Printed order; it is not a 14-day change-of-mind return period. StoryMe does not promise an unconditional refund or a fixed refund-arrival time.
1. Personalized nature
Each StoryMe order is configured for a specific child, Product, story language, format and page count. Customers should review the child name, age, photo, language, format, page count, contact and delivery details before placing the order.
2. Changes/cancellation before fulfillment begins
For a personalized Printed book, a customer-requested change or cancellation is available only before production begins. Contact StoryMe as soon as possible because personalized work may begin quickly.
3. Change of mind after production starts
For personalized Printed books, customers may request a change or cancellation only before production begins. Once production starts, StoryMe does not offer a change-of-mind cancellation, return or refund. This does not remove any remedy required by law for a defective, damaged, incomplete, incorrect, materially misdescribed, materially delayed or otherwise non-conforming order.
4. StoryMe error or defective/non-conforming order
For a Printed order that is defective, damaged, incorrect, incomplete or materially misdescribed, report the issue within 14 days after delivery and provide the order number with photographs or other reasonable evidence. StoryMe will first provide a free remake or replacement. If replacement is not reasonably possible, StoryMe will provide a refund. Photographs/evidence are normally sufficient; a physical return is normally not required. The customer pays AED 0 for return shipping on an accepted claim. If StoryMe specifically requires a physical return, StoryMe bears that shipping cost. Mandatory consumer rights take priority over any narrower business rule.
5. Printed damage/delivery issue
If a Printed Product arrives damaged, incomplete, incorrect or materially different from the order/description, retain the item/packaging where practical and send photographs or other reasonable evidence. The 14-day reporting period, free remake/replacement-first remedy and AED 0 return-shipping rule in section 4 apply. Do not send a physical Product back unless StoryMe specifically instructs you to do so; StoryMe normally resolves a claim from photographs/evidence.
6. Digital PDF issues
Digital PDFs are manually prepared. After a personalized Digital PDF has been prepared or delivered, a change-of-mind refund is not available. If the delivered file has a genuine error, is incomplete, corrupted or materially inconsistent with the order, contact StoryMe so it can be corrected or re-supplied. Mandatory legal rights remain unaffected.
7. Customer-submitted errors
If StoryMe produced the order using the details exactly as the customer reviewed and submitted, a remake or refund for a customer-entry mistake is not automatically guaranteed. StoryMe may assist where operationally possible. This does not apply where StoryMe failed to deliver what was actually ordered or mandatory law provides a remedy.
8. Refund payment method
For approved refunds on online-paid orders, the intended process is to return funds through the original online payment method where supported. StoryMe does not promise an exact bank/card posting time. For an approved COD monetary refund, StoryMe may use an available online refund method selected with the customer on a case-by-case basis.
9. Shipping charges
For an accepted Printed-product claim under section 4, the customer pays AED 0 for return shipping. StoryMe bears return shipping if it specifically requires a physical return; normally photographs/evidence are sufficient and no physical return is required. Whether original delivery charges are refunded depends on the issue and applicable law. StoryMe will not charge a consumer for a provider-caused defect in a way that conflicts with mandatory consumer rights.
10. Requesting help
Contact Support@storyme.ae with the order number, a concise description of the issue and supporting images/files when relevant. Public business location and customer-contact channels are stated in this policy.
11. Statutory rights
Nothing in this policy excludes or limits rights that cannot lawfully be excluded under UAE consumer or e-commerce legislation.
For questions or requests about this policy, contact Support@storyme.ae or WhatsApp +971 50 689 0930.