Refund Policy
Last updated: April 2026
1. Scope
This policy explains when you may cancel an order, request a refund, or return a product purchased from LALA Stories. It applies to our personalized printed storybooks and the online viewer access that comes with each order.
2. Cancellations Before Generation
You may cancel any order at no cost before we begin generating your personalized storybook. Generation starts immediately after a successful payment, so cancellation windows are short — typically a few minutes. Contact contact@lalastories.ai as soon as possible with your order number.
3. Online Viewer Access
Once your storybook has been generated, the online viewer access included with your order is non-refundable because the book is uniquely created from the details you provided. We do not sell downloadable PDFs or any standalone digital files — the online viewer is the only digital delivery method. Exceptions may be granted case-by-case if the generated book is unreadable in the viewer or materially different from what you ordered.
4. Printed Books — Damaged or Defective
If your printed book arrives damaged, misprinted, or with a manufacturing defect, we will replace it at no cost to you. Please email contact@lalastories.ai within 7 days of delivery with your order number and photos of the issue. Replacements are produced and shipped as soon as the claim is verified.
5. Printed Books — Wrong Item or Lost in Transit
If we shipped the wrong book, or if your order is confirmed lost in transit by the courier, we will send a replacement at no cost. Lost-in-transit claims must be raised within 21 days of the shipment date.
6. Personalization Mistakes by the Customer
Because each book is custom-made from the details you enter (child's name, photo, story choices), we cannot offer refunds for typos, wrong photos, or incorrect selections made during checkout. Please review your preview carefully before confirming the order.
7. How Refunds Are Issued
Approved refunds are issued to the original payment method via Paymob. Card refunds typically appear within 5–14 business days, depending on your bank. Mobile wallet and BNPL refunds follow the provider's timelines. You will receive an email once the refund has been submitted.
8. How to Request a Refund
Email contact@lalastories.ai with your order number, a short description of the issue, and any supporting photos. Our team will respond within 2 business days and guide you through the next steps.
9. Contact
Questions about refunds? Contact us at contact@lalastories.ai.