Cancellation & Refund Policy

At Lilitales, we are committed to providing you with high-quality personalized storybooks. Please read our cancellation and refund policy carefully before placing an order.

1. Order Cancellation

1.1 Cancellation Requests

You may request cancellation of your order through your account dashboard by clicking the "Request Cancellation" link on your order. All cancellation requests are subject to review and approval based on the current order status.

1.2 Cancellation Eligibility

Cancellation requests are reviewed based on the following order statuses:

• Pending Orders: Full cancellation and refund available
• Confirmed Orders: Cancellation typically approved with full refund
• Printing Orders: Cancellation may be approved on case-by-case basis
• Dispatched/Shipped Orders: Cancellation not available
• Delivered Orders: Cancellation not available

1.3 Review Process

Once you submit a cancellation request:

1. Our team will review your request within 24-48 hours
2. You will be contacted via email or phone regarding the approval status
3. If approved, the refund will be processed as per our refund policy below
4. If denied, we will provide an explanation and discuss alternatives

2. Refund Policy

2.1 Refund Eligibility

Refunds are available in the following circumstances:

• Approved Cancellations: As per section 1.2 above
• Product Defects: Manufacturing defects, printing errors, or damaged books
• Order Errors: Wrong book delivered or significant content errors
• Service Failures: Failure to deliver within agreed timeline without prior notice

2.2 Non-Refundable Situations

Refunds will not be provided in the following cases:

• Change of mind after the book has been printed
• Orders that have been dispatched or delivered
• Minor variations in color or print quality within acceptable standards
• Damage caused after delivery due to mishandling
• Personalization errors provided by the customer

2.3 Refund Process

For approved refunds:

1. Timeline: Refunds will be processed within 7-10 business days of approval
2. Method: Refunds will be credited to the original payment method
3. Amount: Full order amount minus any non-refundable charges (if applicable)
4. Notification: You will receive a confirmation email once the refund is processed

2.4 Partial Refunds

Partial refunds may be offered in cases where:

• Only part of the order is defective or incorrect
• A discount or credit is mutually agreed upon as an alternative to full refund
• Shipping or handling charges are non-refundable

3. Return Process (For Defective Products)

3.1 Reporting Issues

If you receive a defective or incorrect product:

1. Contact us within 7 days of receiving the product
2. Provide clear photos/videos of the defect or issue
3. Include your order ID and description of the problem

3.2 Return Shipping

• For defective products: We will provide a prepaid return label or cover return shipping costs
• For change of mind: Customer is responsible for return shipping (if return is accepted)
• Products must be returned in original condition with all packaging

4. Replacement Policy

Instead of a refund, you may request a replacement in case of:

• Manufacturing defects or printing errors
• Damaged products during shipping
• Wrong product delivered

Replacements will be shipped at no additional cost once we receive and verify the returned product or photographic evidence of the defect.

5. Payment Failures

If your payment fails or is declined:

• Your order will be automatically cancelled
• No charges will be applied
• You will be notified immediately via email
• You may place a new order at any time

6. Special Circumstances

6.1 Force Majeure

In cases of events beyond our control (natural disasters, pandemics, government restrictions, etc.), we will work with you to either:

• Delay the order until service can resume
• Provide a full refund if service cannot be completed

6.2 Personalization Errors

If the error is on our part (misprint, wrong name, etc.), we will provide a free replacement. If the error is in the information you provided, replacements will be at your cost.

7. Processing Times

Action	Timeline
Cancellation Request Review	24-48 hours
Refund Processing	7-10 business days
Bank Credit	5-7 business days after processing
Replacement Shipment	3-5 business days after approval

Note: This policy is subject to change without prior notice. Please review this page periodically for updates. Your continued use of our services after any changes indicates your acceptance of the updated policy.

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