Refunds
Every Lunoland book is made individually, for one child, after you order it. Here is what happens when something goes wrong, in plain English, with nothing hidden in small print.
Changed your mind?
An ebook can be cancelled within 14 days of ordering, for a full refund, even if it has already arrived: email hello@lunoland.co.uk and say which order. A printed book is different: it is made to your order for one child, so once you have paid it can’t be cancelled or sent back for a change of mind. That is the exception UK law makes for personalised goods, and it is why we ask you to check the delivery address before you pay.
If something is genuinely wrong, we make it right
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. 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 a matter of taste. Here is 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, so we can 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 counts as a fault, and what doesn't
Taste isn’t a fault. If the book arrived correctly and works, but the art style or the story isn’t what you imagined, there is nothing for us to put right: 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). Within 14 days of ordering you can still cancel an ebook for a full refund, as explained at the top. A printed book is personalised and made to your order, so 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, and we’ll always look at what we can do to help. Email hello@lunoland.co.uk.