Refunds & Cancellations Policy

Last Updated: 27 March 2025

At MyStories (Pty) Ltd, each book is personalised and made to order. As such, we have specific policies in place to ensure fairness while maintaining the integrity of our custom-made service.

Refunds & Replacements

Due to the customised nature of each item—and the fact that personalised products cannot be resold—we do not offer refunds on processed orders. Refunds or replacements will only be considered in the case of defective or damaged products.

To request a refund or replacement:

  • Email us at [email protected] within 7 days of receiving your order

  • Include your order number and clear colour photographs of the issue

  • We may request the item be returned for inspection

Once reviewed, we’ll notify you of the outcome. If approved, we’ll either:

  • Reprint and resend your order, or

  • Issue a refund via EFT (Electronic Funds Transfer)

Please allow reasonable time for the EFT to reflect in your account.

Order Cancellations

To cancel your order before it goes to print:

  • Email [email protected] as soon as possible

  • Include your order number and reason for cancellation

Please note:

  • If printing has already begun, only the shipping fee will be refunded

  • Cancellations cannot be accepted once your order has been shipped

We appreciate your understanding.

Damages & Issues

We take great care to personalise each book according to the details you provide. It is your responsibility to ensure:

  • Names, features, and customisation options are correct at checkout

We cannot be held liable for:

  • Spelling or grammar mistakes entered by the customer

  • Incorrect character customisations chosen during the ordering process

Please inspect your order upon delivery. Any issues must be reported within 7 days.

If the product is damaged during delivery or contains a production error caused by us, we will cover:

  • The full cost of the product

  • Initial and return shipping fees (if applicable)

How to Report an Issue

To report a damaged or faulty item:

  1. Email [email protected] within 7 days of delivery

  2. Include your order number

  3. Attach clear colour photos of the damage or issue

  4. Retain all packaging materials in case a return is needed

If approved, we’ll provide a return shipping label and instructions.

Email is our preferred method of communication to ensure accurate tracking and resolution.

Exchanges

Due to the personalised nature of our books, exchanges are generally not offered. However, if an error or defect is confirmed to be on our part, we will:

  • Collect the affected book

  • Provide a full refund or replacement

Refund Timeframe

Once your refund request is approved, we will process it via EFT. Bank processing times may vary. We appreciate your patience as we work to resolve the issue.

Legal Disclaimers

This policy may be updated at any time at the discretion of MyStories (Pty) Ltd. Changes take effect immediately upon publication on our website.

By placing an order, you agree to review and accept the most recent version of this policy.

MyStories shall not be held liable for:

  • Any indirect, incidental, special, or consequential damages

  • Loss of profits or revenue, whether direct or indirect

  • Damages resulting from misuse or unintended use of our products or services

Use of our products and services is at your own risk.

This policy is governed by the laws of South Africa, and any disputes will fall under the jurisdiction of the courts of South Africa.