This page is a draft. It will be replaced by the reviewed version before we open to the public.

Refund policy

Last updated: [date]

Every StarringMyKids book is made for one child, from your photos and your story. This policy explains when you can have your money back. It is part of our terms of service. It does not affect your rights under Singapore law, including the Consumer Protection (Fair Trading) Act.

1. Before you approve the story: a full refund, for any reason

Until you approve the story, you can ask for a full refund at any time, for any reason. This includes when none of our drawing styles looks like your child after 3 tries.

• Use "Not happy? Ask for a full refund" in your order.
• We refund the full amount, including any paid story edits.
• A refund deletes your photos, everything we drew and your story.

2. After you approve the story

When you approve the story, we start drawing all the pages of your book, so refunds for a change of mind end there. You still get:

• 3 free page redraws once your book is ready, for any picture you are not happy with;
• our help if something is wrong: write to [support email] and we will fix it.

We will offer a refund, in full or for the part affected, if:

• we cannot deliver your book, hardcover or animated story;
• your book has a fault we cannot fix with redraws, for example a page that is missing or does not show your child;
• your animated story cannot be made, in which case we refund the price of the animated story.

3. Hardcovers

• Damaged or faulty: if your hardcover arrives damaged or has a printing fault, tell us within 7 days of delivery at [support email], with a photo of the problem. We will reprint it free, or refund it if we cannot.
• Lost in delivery: if it has not arrived within [10] working days of being sent, tell us and we will trace it, and reprint it or refund it if it is lost.
• Wrong address: if a delivery fails because the address given at checkout was wrong, we can send it again for the cost of delivery.

Faults that are reported later are still covered where Singapore law gives you that right.

4. How refunds are paid

Refunds go back to the card or PayNow account you paid with, usually within 5 to 10 working days, depending on your bank. We email you when we issue a refund.

5. Contact

Questions about a refund: [support email].