Refunds
Every Lunoland book is made individually, for one child, after you order it. That shapes what we can and can’t refund, so here it is in plain English, with nothing hidden in small print.
Why the usual 14-day return doesn't apply
When you buy most things online, UK law gives you 14 days to change your mind. Your book is different in two ways the law recognises: it is digital content, which you agree we start creating immediately, and it is personalised: made to your order, starring your own child, useless to anyone else. Because of that, once we have started generating your book, the 14-day cancellation right no longer applies. You agree to this when you place your order, and we remind you of it before you pay.
Before generation starts, you can still cancel
If we haven’t started making your book yet, just email us and we’ll cancel the order and refund you in full, no questions asked.
If something is genuinely wrong, we make it right
The no-cancellation rule is about changes of mind: it is not an excuse for us to deliver a bad product. If your book has a real fault, we will fix it or refund you. That includes: a book that never arrives, a file that is corrupted or unreadable, or a technical defect in the book itself. This is your legal right under the Consumer Rights Act 2015, and we honour it gladly. Email hello@lunoland.co.uk with your order details and we’ll reply within 2 working days.
If a character doesn't look right
Small differences between a drawing and a photo are part of what illustrated art is. But if you genuinely can’t recognise your child, that isn’t taste, and here is exactly what happens. First, you can redraw any picture yourself right on your book page and keep whichever version you like; the original is never lost. If it still isn’t right, tell us (on the book page or by email) and we’ll put it right ourselves, free. And if after that we still can’t get it right, we’ll refund you. We’d rather refund one book than argue with one parent.
If your printed book arrives damaged or misprinted
We will reprint it or refund you: your choice, no argument. That covers a parcel damaged in the post, pages bound in the wrong order, missing or smudged printing, and anything else that means the book you received isn’t the book you bought. Email hello@lunoland.co.uk with a photo of the problem and we’ll sort it. Please tell us as soon as you can (ideally within a week of it arriving) because that lets us claim it back from our printer and get a replacement to you faster. Your legal rights under the Consumer Rights Act 2015 last far longer than that, and telling us late never costs you them.
What we can't refund
Taste. If the book arrived correctly and works, but the art style or the story isn’t what you imagined, we can’t refund it: the book was made for you and can’t be resold or unmade. Every book is illustrated artwork, and small differences between the drawings and your photos are part of that (though if you can’t recognise your child at all, that’s covered above, not here). The same is true of a printed book: because it is personalised and made to your order, it can’t be sent back for a change of mind, and printed colours can look a little different from a bright screen: that is normal in printing, not a fault.
Not happy? Talk to us anyway
If something about your book disappoints you, tell us, even if it isn’t covered above. We read every message, we care about every book, and we’ll always look at what we can do to help. Email hello@lunoland.co.uk.