Refund Policy

Last updated: January 19, 2026

Your satisfaction is our priority. This policy explains when and how you can receive a refund for your MyTaleo purchase.

1. Our Satisfaction Guarantee

We stand behind the quality of our personalized books. If you're not completely satisfied with your order, we'll make it right.

2. When You're Eligible for a Refund

✅ Full Refund

You are entitled to a full refund if:

  • Your book arrives damaged during shipping
  • Your book has printing defects (blurry images, missing pages, ink smudges)
  • You received the wrong book or incorrect personalization due to our error
  • Your order never arrived and cannot be located

✅ Partial Refund

A partial refund may be offered if:

  • Minor quality issues that don't significantly affect the product
  • Delays caused by circumstances beyond our control

3. When Refunds Are Not Available

Because our books are custom-made with your child's name and photo, we cannot offer refunds for:

  • ❌ Change of mind after order is produced
  • ❌ Incorrect information you provided (misspelled names, wrong photos, wrong details)
  • ❌ Ordering the wrong book
  • ❌ Not liking the final result after approving the preview
  • ❌ Minor color variations due to screen differences or printing processes

Important: Please review your preview carefully before confirming your order. Once production begins, we cannot make changes.

4. Order Cancellations

Within 24 Hours

You can cancel your order for a full refund within 24 hours of placing it, as long as production has not started.

After 24 Hours

Once your book is in production, cancellations are not possible. Personalized products cannot be resold.

To request a cancellation, contact us immediately at support@mytaleo.com with your order number.

5. How to Request a Refund

Step 1: Email us at support@mytaleo.com

Step 2: Include the following information:

  • Your order number
  • Reason for the refund request
  • Photos of the issue (for damaged or defective items)

Step 3: Wait for our response (within 24-48 hours)

Step 4: Once approved, your refund will be processed

6. Refund Processing

Timeline

  • Refunds are processed within 5-7 business days of approval
  • Depending on your bank or payment provider, it may take an additional 5-10 business days to appear in your account

Refund Method

  • Refunds are issued to the original payment method used at checkout
  • We cannot refund to a different payment method or account

Confirmation

You will receive an email confirmation once your refund has been processed.

7. Replacements vs. Refunds

In many cases, we may offer a free replacement instead of a refund. This is often faster and ensures you still receive the personalized book you ordered.

You can choose:

  • Replacement: We reprint and ship a new book at no cost
  • Refund: We refund your original payment

8. Late or Missing Refunds

If you haven't received your refund after the expected timeframe:

  1. Check your bank account again
  2. Contact your credit card company – it may take time to post
  3. Contact your bank – processing times vary
  4. Contact us at support@mytaleo.com if you've done all of this and still haven't received your refund

9. Shipping Costs

  • Refunds for damaged/defective items: Full refund including original shipping costs
  • Refunds for cancellations: Product cost refunded; shipping may be deducted if the order was already prepared for shipment
  • Return shipping: If we request the item back, we provide a prepaid shipping label

10. Gift Orders

If the order was purchased as a gift:

  • The refund will be issued to the original purchaser's payment method
  • The gift recipient should contact the purchaser to arrange the refund request

11. Promotional Orders

For orders placed with a discount code or during a promotion:

  • Refunds will be issued for the amount actually paid
  • The discount value will not be refunded separately

12. Contact Us

Need help with a refund? Our team is here for you.

Email: support@mytaleo.com

We respond to all inquiries within 24 hours and are committed to resolving your issue quickly and fairly.

13. Your Rights

This refund policy does not affect your statutory rights. If you are a consumer in the European Union, United Kingdom, or other regions with consumer protection laws, your rights under local law are preserved.

For EU customers: The 14-day right of withdrawal does not apply to personalized products made to your specifications, as stated in the Consumer Rights Directive.