Refund policy
At Stories by Snaps, every personalized story is made with care and attention to detail. Because each book is custom-created for your child, refunds and exchanges are limited to specific situations as outlined below.
1. Damaged or Defective Orders
If your book arrives damaged due to shipping or packaging issues, we’ll be happy to offer a free exchange for the same story and design.
Please notify us within 3 days of receiving your order, including clear photos of the damage and your order number, so our support team can arrange a replacement as quickly as possible.
2. Dissatisfaction or Story Damage After Delivery
If you’re not satisfied with the design or story, or if the product becomes damaged during use or reading, our team will carefully evaluate each case manually.
Depending on the situation, we may offer a partial refund of up to 30% as a goodwill gesture.
Please note that refunds in such cases are not guaranteed, as every book is personalized and printed specifically for you.
3. Eligibility & Process
To request an exchange or refund evaluation:
-
Email us at info@bysnaps.ai with your order number.
-
Include photos or videos showing the issue.
-
Our team will review your case and respond within 2–3 business days.
4. Non-Refundable Situations
-
Incorrect details or photos provided by the customer.
-
Change of mind after production has started.
-
Delays caused by couriers or customs (outside our control).