Refund policy
Due to the custom and personalised nature of our business, and to ensure we can process and ship all orders as quickly as possible, we do not accept cancellations once an order has been placed. Please review your order carefully before confirming your purchase.
Refunds & Returns
Because all of our products are either custom-made or part of a limited print run, all sales are considered final. We only offer a refund or a replacement for items that are damaged, defective, or if there is a clear error on our part.
- Customisation Errors: We will gladly replace your book if it contains a spelling mistake in the child's name only that was a clear error on our part.
- Character Resemblance: Our personalised characters are designed to feature the child's face from the photo you provide. Please note that the final character's design, including style and appearance, is standard for each story. Minor differences in the character's likeness are normal due to the nature of the personalisation process and are not considered a defect or a reason for a refund.
- Damaged in Shipping: If your order arrives damaged, we will replace it for you.
The Augmented Reality (AR) Feature:
The AR feature on some of our books is an added functionality designed to enhance your experience. We try our best to keep our AR services running smoothly. As this is not the primary product being sold, issues with the AR functionality are not eligible for a refund or return. Our refund policy applies only to the physical product itself.
How to Request a Refund or Replacement
We take great pride in our books. If your order arrives damaged or defective, please notify us within 3 days of delivery.
To help us resolve the issue quickly, please send an email to support@arxtudio.com with the following information:
- Your order number.
- A clear description of the defect or issue.
- Photos or a video showing the problem.
Once we have reviewed your request, we will work with you to find a solution, which may include a replacement or a full refund.