Refund and Return Policy

1. Digital Products & Audiobook Add-Ons

• Digital Nature: All of our core products (personalized PDFs and optional audiobooks) are digital downloads. Once your order is fulfilled, you receive immediate access to the files. Therefore, no physical return of the product is possible.
• No Returns on Digital Files: Due to the personalized and downloadable nature of our stories, we do not accept returns once a file or audiobook has been delivered.

2. Refund Eligibility

Although we do not generally offer returns for digital purchases, we want you to be delighted with your experience. If you encounter any of the following issues, please contact us within 14 days of receiving your order:

1. Technical Errors: Significant file corruption or inability to access your digital file despite all recommended troubleshooting steps.
2. Incorrect Personalization: The delivered product does not match the personalization details you provided during checkout (e.g., incorrect child’s name, missing uploaded photo).
3. Audiobook Issues: The narration is incomplete, or there is a critical audio malfunction preventing normal listening.

If your situation meets any of the above criteria, you may be eligible for a partial or full refund based on the severity and nature of the issue.

3. How to Request a Refund

1. Contact Support: Email us at support@ourstorytimes.com with the subject line “Refund Request”.
2. Provide Order Details: Include your order number, date of purchase, and the specific issue you’ve encountered.
3. Attach Proof: If possible, provide screenshots or documentation (e.g., a screenshot of the corrupted file, or a snippet of the incorrect personalization).
4. Resolution Process: Our team will review your claim within 3 business days and guide you on next steps. If approved, your refund will be issued to your original payment method within 5–7 business days depending on your payment provider.

4. Revisions & Replacements

• Minor Corrections: If the story’s text contains typographical errors or minor personalization inaccuracies, we will promptly correct and resend the updated file to you at no extra charge.
• Audiobook Redelivery: Should you experience audio playback issues, we’ll work to fix the file and provide a fresh download link.

5. Gift Purchases

• Gifts & Refunds: If you purchased a story as a gift, the recipient can contact us directly regarding any issues. However, all refunds will be issued to the original purchaser’s payment method.

6. Multiple Refund Requests

• Excessive Refunds: We reserve the right to decline additional refunds if there is a pattern of repeated or excessive requests outside of legitimate quality issues.
• Misuse & Abuse: Any evidence of refund policy abuse—such as requesting multiple refunds for fully delivered, correct products—may lead to account restrictions.

7. Policy Updates

We may update or modify this policy at any time. The latest version will always be posted on our website at www.ourstorytimes.com with the effective date noted at the top.

Questions?
If you have any questions about this Refund and Return Policy, please contact us at support@ourstorytimes.com. We’re here to ensure you and your little one enjoy every moment of your personalized story experience!