Refund policy

<p>We want you to love what you make. Here's how refunds work, broken down by what you bought.</p>

<h3>Digital books (PDF)</h3>

<p><strong>Digital books are non-refundable.</strong></p>

<p>Because PDFs are delivered instantly and can't be "returned," we can't offer refunds on digital purchases. If something is wrong with the file — it didn't download, pages are missing, the PDF won't open — that's not a refund situation, it's a delivery problem and we'll fix it for free. Just open the chat and tell us what's wrong.</p>

<h3>Hardcover books</h3>

<p><strong>We refund or reprint hardcover books that arrive damaged or defective.</strong></p>

<p>If your book arrives with:</p>

<ul>

<li>Print defects (smudged ink, missing pages, color issues)</li>

<li>Binding problems (loose pages, damaged spine)</li>

<li>Shipping damage (torn cover, water damage, crushed corners)</li>

<li>A different book than you ordered</li>

</ul>

<p>Send us a photo of the issue and we'll either reprint and reship the book at no cost, or fully refund the hardcover purchase — your choice.</p>

<p><strong>Hardcover books are otherwise final sale.</strong> Because each book is custom-printed for one specific child, we can't resell or return them. If you change your mind about the design, the wording, or who the book is for after purchase, we can't refund — but we may be able to help you create a revised version.</p>

<h3>Tokens</h3>

<p><strong>Unused tokens</strong> can be refunded within 14 days of purchase if you haven't started using them. Email <a href="mailto:support@moonshinestory.com">support@moonshinestory.com</a> with your purchase date and we'll process the refund.</p>

<p><strong>Used tokens</strong> (any tokens spent on story or illustration generation) are non-refundable, since the work has already been done on our end.</p>

<h3>How to request a refund</h3>

<ol>

<li>Open the chat bubble in the corner of the site, or email <a href="mailto:support@moonshinestory.com">support@moonshinestory.com</a></li>

<li>Tell us your order number (in your purchase confirmation email)</li>

<li>For damaged hardcovers: include a photo of the issue</li>

<li>We'll respond within 24 hours</li>

</ul>

<h3>Timing</h3>

<ul>

<li><strong>Hardcover refunds</strong>: processed within 2 business days after we confirm the issue, refund typically appears on your card 3–10 business days later depending on your bank</li>

<li><strong>Token refunds</strong>: processed within 2 business days</li>

</ul>

<h3>Chargebacks</h3>

<p>If something's wrong with your order, please contact us first. We almost always resolve issues faster than a chargeback would, and a friendly email gets it sorted in a day or two. Chargebacks can lock your account during the dispute period and slow everything down for both of us.</p>

Updated on: 20/05/2026