Refund Policy

MagiMoments creates personalized children’s books that are made-to-order from your photos and inputs. Because every book is unique to you, our refund policy is structured around the production stage of your order. This page explains when refunds, replacements, and cancellations are available. It complements Section 10 of our Terms of Service.

1. Digital Books (PDF)

Digital book purchases give you immediate access to download the completed PDF. Because digital content is delivered instantly and cannot be returned, all digital sales are final once the download has been made available to you.

If your download link is broken or your file is corrupted, contact us within 14 days and we will reissue it at no charge.

2. Printed Books — Cancellation Window

You can cancel a printed-book order for a full refund any time before the order is submitted to our print partner. Most orders are submitted to print within a few hours of payment, so please reach out as soon as possible.

Once an order has entered production, it cannot be canceled, because the book is being physically manufactured for you and cannot be re-sold to anyone else.

3. Printed Books — Damaged or Defective on Arrival

We want every book to arrive in beautiful condition. If your printed book arrives with manufacturing defects (e.g. missing pages, binding failures, severe printing errors) or is visibly damaged from shipping, we will replace it at no cost to you.

To request a replacement:

• Contact us within 14 days of delivery.
• Include your order number and clear photos of the issue (front cover, the affected page or area, and the shipping packaging if damaged).
• You do not need to ship the original book back unless we specifically request it.

4. Printed Books — Lost in Transit

If your tracking shows your order as delivered but you have not received it, please first check with neighbors and your local postal service. If you still cannot locate the package within 7 days of the delivery scan, contact us and we will work with the carrier to resolve the issue. If the package is confirmed lost in transit, we will reprint and reship at no cost.

5. Incorrect Shipping Address

Please double-check your shipping address before placing an order. We pre-validate addresses against our shipping partner’s database, but final accuracy is your responsibility.

If a package is returned to us due to an incorrect or undeliverable address you provided, we can reship to a corrected address for the cost of the additional shipping. We are not able to refund the original order in this scenario.

6. Content You Don’t Like

Personalized books are subjective, and the resemblance of an illustrated character is influenced by the photo you upload, the illustration style you select, and the inherent variability of illustrated work.

Before checkout: you can preview every page, edit text and illustrations, and regenerate pages until you are happy with the result. We strongly encourage you to take advantage of this preview step.

After checkout: we are not able to refund or replace orders based on subjective preference about how a character or scene was illustrated. If a page rendered incorrectly due to a clear technical defect (for example, missing characters or corrupted artwork), please reach out and we will assess on a case-by-case basis.

7. How to Request a Refund or Replacement

Email us at support@magimoments.com with the following:

• Your order number (from your confirmation email)
• The email address used at checkout
• A brief description of the issue
• Photos of the problem (for damage or print quality issues)

We aim to respond within 2 business days.

8. Refund Processing

Approved refunds are issued to the original payment method. Processing time depends on your bank or card issuer and typically takes 5–10 business days to appear on your statement.

9. Changes to This Policy

We may update this Refund Policy from time to time. The “Last Updated” date at the top of this page reflects the most recent revision. Material changes will not apply retroactively to orders placed before the change.

10. Contact

Questions about this policy? Email us at support@magimoments.com.