Refund Policy

We want you to love the book you get. If something goes wrong — a printing problem, a generation failure, a change of heart before we've sent it to the press — we'd rather make it right than argue with you about it. This page spells out exactly when you can get a refund, how to ask for one, and the few situations where we can't.

If anything below is unclear, email support@scribblebook.com and a real person will read it.

You can cancel for any reason — including no reason at all — as long as your order has not yet been sent to the printer.

The window is short, so please don't wait. After you pay, your order moves through these stages:

1. paid — payment received, book queued for the printer
2. submitted — sent to Lulu (our print partner)
3. in_production → shipped → delivered

We submit most orders to Lulu within about an hour of payment. While your order is still in the paid stage, we can stop it for free and refund you in full. Once it has reached submitted, the printing process is in motion and we can't pull it back.

How to cancel right now: email support@scribblebook.com with your order number (it's in your confirmation email). We treat cancellation requests as urgent and aim to act on them within 2 business hours during U.S. business hours.

Self-serve cancellation is on our roadmap. (Planned: a “Cancel order” button on your order page, available while status is paid.)

Refunds are issued to the original payment method via Stripe and typically post in 5 to 10 business days, depending on your bank.

If your printed book arrives with a real problem, we want to fix it. That includes:

• Physical damage in transit (torn pages, crushed cover, water damage)
• Misprints (wrong title, wrong child, missing pages, pages out of order)
• Substantial color bleed-through, smudging, or binding failures
• Anything else that meaningfully prevents the book from being usable

The window is 14 days from delivery. To report it:

1. Email support@scribblebook.com with your order number
2. Attach a clear photo of the issue (the more the better — covers, the affected page, anything unusual)

We'll confirm we received your report within 2 business days and tell you what we're going to do. Where the choice is reasonable, we honor your preference — most people want a free replacement, and we ship those at no charge to the same address (or a corrected one). If you'd rather have your money back, we refund the full order to the original payment method.

We may ask follow-up questions (e.g., a photo of a different page, the shipping box) before approving a replacement of a higher-tier book. We do this to keep prices low for everyone, not to make you jump through hoops.

Sometimes our AI line-art step (powered by fal.ai) can't make a usable coloring page from a particular photo. We've built the system around this:

• Floor: 80% page completion. If fewer than 80% of your pages succeed, we auto-cancel the order and refund you in full. We will not ship a half-broken book.
• Partial success: 80–100%. If most pages succeed but a few don't, we ship the book with the pages that worked, charge you only for the actual page count, and automatically issue a refund delta for the missing pages — no email needed from you.

You'll see the final page count and any refund delta on your order page and in a follow-up email. If something looks off, reply to that email and we'll investigate.

We try to be generous, but a few things are out of scope:

• Buyer's remorse after the book has shipped. Once a book is in the mail, it's printed-on-demand with your child in it — we can't resell it. If you don't want it anymore, you don't have to keep it, but we can't refund a shipped order.
• Address-typo redeliveries. If a book is returned to us because the shipping address you entered was wrong or incomplete, we can re-print and re-ship at our at-cost rate (production + shipping, no margin). Please double-check your address at checkout.
• Refund requests more than 30 days after delivery. After 30 days we consider the order closed.
• Books used and then disliked. Crayon marks, water spills, and toddler enthusiasm don't qualify as quality issues — they qualify as the book working as intended.
• Orders cancelled for AUP violations. If your order was cancelled for uploading prohibited content under the Acceptable Use Policy, refund eligibility is governed by that policy (and we do not refund orders containing illegal content).

If something is wrong, please email us first. We process refunds in 5 to 10 business days; bank chargebacks typically take 30–90 days, freeze the disputed amount in the meantime, and may flag your account on both ends. Almost every issue we've seen can be resolved faster by email than by your bank.

If you've already started a chargeback and want to switch to a direct refund, tell us — we can usually coordinate.

Email: support@scribblebook.com

Include:

• Your order number (in your confirmation email, or on /orders/<id>)
• A short description of what happened
• A photo, if it's a quality issue

Our response SLA: within 2 business days for an initial reply. Most refund requests are resolved within 5 business days from first contact.

A self-serve refund form is planned for later this year. (Planned.)

You don't need an account to order, and you don't need one to get a refund. We verify guest refund requests by sending a magic-link confirmation to the email address you used at checkout. Click the link, confirm the request, and we proceed.

If you no longer have access to that email address, contact us and we'll work out an alternative — usually a Stripe-side verification using the last 4 digits of the card and the order total.

Cancelling or refunding an order does not by itself delete your uploaded photos — they follow our normal retention schedule (originals deleted 30 days after ship, or 30 days after upload if no order is placed). If you want everything gone now, use Delete my dataon your account page or email support and we'll do it for you. You'll get a deletion receipt within 24 hours. See the Privacy Policy for full retention windows.