Our Refund Policy Explained Clearly

This Refund Policy explains how cancellations, refunds, replacements, and payment-related issues are handled for Kathapustak products and services.

Because Kathapustak may create personalized digital stories and physical storybooks specifically from information supplied by you, cancellation and refund eligibility can depend on whether production or personalization has already started.

Nothing in this policy is intended to remove or restrict any consumer right or remedy that cannot legally be excluded.

Digital products may include personalized ebooks, digital stories, generated illustrations, audio experiences, or other digital content.

Once personalized digital content has been generated or made available to your account, cancellation or refund eligibility may be affected by the nature and stage of the digital service.

If you experience a technical problem that prevents you from accessing a digital product you purchased, contact us so that we can investigate the issue and, where appropriate, restore access, regenerate the affected content, or provide another appropriate resolution.

Printed storybooks may be individually produced using the child's name, selected preferences, story details, illustrations, photographs, and other information supplied during the order process.

Because these products are personalized, a cancellation request may not be possible once production, printing, or fulfilment has started.

If you need to cancel an order, contact us as soon as possible after placing the order. We will determine whether cancellation is still possible based on the current production status.

If a finished product contains an error caused by Kathapustak processing or production, please contact us with the order details and supporting information.

Depending on the circumstances, we may provide a correction, replacement, reprint, refund, or another appropriate resolution.

If the error resulted from incorrect information supplied by the customer, such as an incorrect spelling, wrong photograph, incorrect address, or other customer-provided information, the available resolution may depend on whether the error could reasonably have been identified before production.

If your physical storybook arrives damaged or has a significant manufacturing or printing defect, contact us as soon as reasonably possible after delivery.

To help us investigate the issue, we may request photographs or other information showing the damage or defect.

Where the issue is verified, we may provide an appropriate remedy such as:

• A replacement copy.
• A reprint.
• A refund.
• Another reasonable resolution.

The appropriate remedy may depend on the nature of the defect, availability of replacement production, and applicable consumer law.

If you receive a product that does not correspond to the product ordered, or an expected item is missing from your shipment, contact our support team.

We may verify the order and shipment information before providing a replacement, correction, or refund.

Cancellation requests should be submitted as soon as possible after placing an order.

Before personalization or production begins, we may be able to cancel the order and issue an applicable refund.

Once a personalized physical product has entered production, printing, or fulfilment, cancellation may no longer be possible.

Cancellation rights that apply mandatorily under applicable law remain unaffected.

If a payment fails or is interrupted before an order is successfully confirmed, your order may not be created or may remain incomplete.

If money has been debited from your account but the order was not successfully created, contact us with the relevant transaction or order information.

Payment processing and settlement may involve the applicable payment provider. In some cases, a failed transaction may be reversed or refunded through the payment provider automatically.

If you believe that you were charged more than once for the same order, contact us with the transaction details.

We will verify the transactions and, where a duplicate charge is confirmed, process the appropriate correction or refund.

Where a refund is approved, we will generally attempt to return the funds through the original payment method or another appropriate method supported by the applicable payment provider.

The time required for a refund to appear in your account can depend on the payment provider, bank, card network, or other financial institution.

Kathapustak cannot guarantee the exact time required by a third-party financial institution to display a completed refund.

A delivery delay does not automatically mean that an order qualifies for a refund.

If an order is significantly delayed, lost, returned because of a carrier issue, or otherwise affected by a delivery problem, contact us so that we can investigate the shipment.

Where appropriate, we may arrange a replacement, re-shipment, refund, or another resolution depending on the circumstances and applicable law.

Refund eligibility may be affected when:

• A personalized physical product has already entered production.
• The requested cancellation occurs after fulfilment has started.
• Incorrect information was supplied by the customer and the product was produced according to that information.
• A customer is unavailable to receive a shipment because of an incorrect or incomplete address.
• A product has been intentionally damaged or altered after delivery.

These situations do not override any mandatory rights available under applicable consumer law.

To request a refund, cancellation, replacement, or correction, contact us using the email address below.

Please include:

• Order number, if available.
• Email address used for the order.
• A description of the problem.
• Photographs or other evidence where relevant.
• Payment or transaction details when relevant.

Do not send complete payment-card numbers, passwords, authentication codes, or other sensitive credentials through email.

We may review the order, production status, payment status, shipment information, and supporting evidence before deciding the appropriate resolution.

We aim to handle legitimate requests fairly and within a reasonable period.

If additional information is required, we may contact you using the contact information associated with your account or order.

This policy describes our general refund process, but it does not replace rights or remedies provided to consumers under applicable law.

If applicable law provides a right to cancellation, refund, replacement, repair, compensation, or another remedy, that right remains available to the extent required by law.

We may update this Refund Policy when our products, services, payment systems, fulfilment process, or legal obligations change.

Material changes will be communicated through reasonable means where appropriate.

The "Last updated" date at the beginning of this page indicates when this policy was most recently revised.

If you have a question about a cancellation, refund, replacement, payment, or order, contact Kathapustak support.