Refund policy

Last updated: 04/06/2026

This Refund Policy explains how refunds, cancellations and replacements work for our personalised digital story products.

1. Digital personalised products

MyTeddyTale products are personalised digital PDF files.

Each story is created using the information and photo you provide at the time of order. Because the product is personalised and digital, orders are normally non-refundable once the story has started generating or has been delivered.

2. Immediate digital delivery

By placing an order, you request that we begin creating your personalised digital product soon after checkout.

You understand that once your personalised PDF has been generated or delivered, you may lose your right to cancel, except where required by law.

This does not affect your statutory rights if the digital content is faulty, not as described, or not supplied with reasonable care and skill.

3. When we may offer a story regeneration or refund

Please contact us if:

  • your PDF does not arrive
  • your download link does not work
  • the wrong file is sent
  • the story and/or image has come out wrong

Depending on the issue, we may offer a corrected file, story regeneration, store credit or refund.

4. When refunds are not normally offered

We do not normally offer refunds for:

  • spelling mistakes or incorrect information entered by the customer
  • unclear, dark, blurry or unsuitable uploaded photos
  • minor differences in illustration style
  • the illustration not being an exact portrait
  • change of mind after the personalised PDF has been generated
  • choosing the wrong story theme or details
  • customer email address errors
  • failure to read the product description or photo guidance

5. Uploaded photo issues

If the uploaded photo is unclear, unsuitable, technically invalid, or blocked by safety systems, we may be unable to generate the order automatically.

If this happens, we may contact you for a replacement photo or offer another suitable solution.

Please only upload suitable photos where any child is fully clothed and not in bed, bath, changing clothes, pyjamas or any private situation.

6. How to request help

To request help with an order, email:

hello@myteddytale.com

Please include:

  • your order number
  • the email address used at checkout
  • a short explanation of the issue
  • screenshots if helpful

We aim to reply as soon as possible.