Refunds & Cancelations

Please note that, due to each item being customised and not able to be re-sold to another customer, we do not provide refunds on processed orders. Refunds or replacements will only be issued in the case of a defective or damaged product. Please notify us via email at [email protected], confirm your order number, and attach clear photos of the damage to the email. In some cases, we may require you to send the order back to us. Once we have received and inspected the damage, we will inform you if the refund is approved or not. If approved, we will send you a new copy of the order, or you will be refunded via EFT. Please note that it can take a reasonable amount of time for this transaction to reflect in your bank account.

If you wish to cancel an order before it goes to print, kindly reach out to us promptly via email at [email protected]. Email communication is the designated method for cancellation requests, allowing us to efficiently process your request and address any queries you may have. We kindly request that you provide your order details and reason for cancellation in your email to expedite the process. Please be aware that cancellations made after the printing process has commenced will be subject to a 20% administration fee. We appreciate your cooperation and understanding in facilitating a smooth cancellation process.

Damages and issues

MyStories places great importance on the accuracy of the personalised information provided by our users during the customisation process. Users acknowledge and agree that they bear the responsibility for ensuring the correctness of details such as names, features, and other personalised elements associated with their orders. Any spelling or grammar mistakes arising from user-provided information are not the liability of MyStories. We recommend thorough review and verification of all customised content before finalising the order.

It is the user’s responsibility to inspect the product and notify us of any error or mistake as soon as reasonably practicable after delivery and, in no case, longer than 7 days after receiving the product.

In the case of Faulty Products due to an error by MyStories, we shall be responsible for all sums paid, including initial and re-delivery charges (if any) in respect of the order in question.

Your satisfaction is our priority. In the unfortunate event that your received products are damaged, we apologise for any inconvenience caused. To expedite the resolution process, please follow these steps:

• Contact us promptly at [email protected] within 7 days of receiving your order, detailing the issue.
• If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package.
• Retain all packaging materials for assessment.
• Include your order number in your email.
• Attach clear color photos depicting the damage.

Communication Channel for Errors

It is essential to report any errors or mistakes in your product within 7 days after delivery. Please notify MyStories via email at [email protected], providing your order number and attaching clear photos of the damage or error. Emails are the preferred method of communication for efficient handling of such matters. Timely and detailed communication will assist us in addressing the issue promptly and ensuring your satisfaction with our products. If you have any questions or concerns, please do not hesitate to reach out to us through our preferred email channel: [email protected].

Exchanges

While we understand that each item is uniquely customised and, therefore, exchanges may not typically be feasible, MyStories remains committed to customer satisfaction. In instances where products are defective or errors occur on our part, exceptions to the exchange policy may be considered. We prioritise addressing such situations promptly and ensuring that our customers receive the high-quality products they expect. If we determine that the mistake on our side cannot be corrected, we will arrange for the faulty book to be picked up, and a refund will be provided promptly.

Refund Timeframe

MyStories is committed to processing refunds in a timely manner to ensure a smooth and efficient experience for our customers. Upon receiving your request for a refund due to a defective or damaged product, please allow us some time to thoroughly inspect the damage. Once the inspection is complete, we will promptly inform you of the approval status of your refund. If approved, the refund will be processed via EFT (Electronic Funds Transfer). Please note that the timeframe for the transaction to reflect in your bank account may vary. We appreciate your patience and understanding in allowing us the necessary time to address your concerns and facilitate a satisfactory resolution.

Legal Disclaimers

This policy is subject to change at the discretion of MyStories. Any alterations or updates will be effective immediately upon posting on our website. By engaging in transactions with MyStories, users acknowledge and agree that it is their responsibility to review this refund and return policy periodically. MyStories reserves the right to modify or discontinue any aspect of this policy at any time, and users accept the responsibility to stay informed of any changes. Furthermore, MyStories shall not be held liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, arising from the use of our products or services. Users agree that their use of our services is at their sole risk and discretion, and they are solely responsible for any consequences or outcomes resulting from such use. This policy is governed by and construed in accordance with the laws applicable in South Africa, and any disputes arising from or relating to this policy will be subject to the exclusive jurisdiction of the courts in South Africa.