Refund Policy

Our Commitment

At MyStar, we are committed to your complete satisfaction with your personalized children's storybook. We understand that creating memories for your child is important, and we want you to love the final product.

We offer a 30-day satisfaction guarantee for all our digital storybooks.

1. 30-Day Satisfaction Guarantee

If you are not satisfied with your personalized storybook, you may request a full refund within 30 days of your purchase date.

This applies to:

• Main personalized storybook ($19.99)
• All add-ons (Audiobook, Coloring Book, Additional Character)
• Complete order packages

2. Eligible Refund Reasons

You may request a refund for the following reasons:

2.1 Quality Issues

• The storybook does not match the quality shown in our samples
• Images are poorly integrated or distorted
• Text contains errors or inconsistencies
• The personalization is incorrect despite providing accurate information

2.2 Technical Issues

• The file cannot be downloaded or opened
• The PDF is corrupted or damaged
• You never received the download link despite multiple attempts
• The file format is incompatible as advertised

2.3 Service Issues

• Your storybook was not delivered within the stated timeframe (24-72 hours)
• You were charged incorrectly
• You ordered duplicate items by mistake

2.4 Dissatisfaction

If you simply are not satisfied with the final storybook for any reason, we will honor your refund request within the 30-day window.

3. Non-Refundable Situations

The following situations are not eligible for refunds:

3.1 After 30 Days

Refund requests made more than 30 days after the original purchase date cannot be processed. The 30-day period begins on the date of purchase, not the delivery date.

3.2 User Error

• Incorrect information provided during order (wrong name, age, theme)
• Low-quality photos uploaded that result in poor final output
• Changed your mind about personalization choices you selected

Exception: We will offer free re-generation if you made a mistake during ordering (e.g., typo in child's name).

3.3 Excessive Downloads

If the storybook has been downloaded multiple times across multiple devices, this indicates satisfaction and usage. Refunds may be declined in cases of clear excessive use.

3.4 Violation of Terms

If your account or order violated our Terms of Service, Privacy Policy, or Acceptable Use Policy, refunds will not be issued.

4. Re-Generation Option

Instead of a refund, we offer a free re-generation of your storybook if:

• You want to change personalization details
• You want to use different photos
• You want to try a different theme
• There were technical issues with the first version
• The quality didn't meet your expectations, but you'd like to try again

Benefit: This option allows you to get the perfect storybook without losing your purchase.

No Additional Cost: Re-generation is completely free and does not affect your eligibility for a refund if you're still not satisfied.

5. How to Request a Refund

Step 1: Contact Support

Email us at: support@mystarstories.app

Step 2: Provide Information

Please include the following in your email:

• Order Number: Found in your confirmation email
• Email Address: Used at checkout
• Reason for Refund: Brief explanation of why you're requesting a refund
• Preference: Refund or re-generation

Step 3: Review Process

Our support team will review your request within 1-2 business days and respond with:

• Approval of your refund
• Offer to re-generate your storybook
• Additional questions or clarification (if needed)

Step 4: Refund Processing

Once approved, refunds are processed back to your original payment method within 5-10 business days. The exact timing depends on your bank or card issuer.

6. Refund Method

Original Payment Method: All refunds are issued to the original payment method used at checkout (credit/debit card via Stripe).

Full Refund: You will receive a 100% refund of the purchase price, including any add-ons purchased.

No Hidden Fees: There are no restocking fees, processing fees, or deductions from your refund.

7. Refund Processing Timeline

• Support Response: 1-2 business days
• Refund Approval: Same day or next business day after review
• Stripe Processing: 5-10 business days to appear in your account

Note: The refund timeline may vary based on your bank or card issuer's processing times. If you don't see the refund after 10 business days, please contact your bank.

8. Partial Refunds

If you purchased add-ons (Audiobook, Coloring Book, Additional Character) and only wish to refund specific items:

• You may request a partial refund for add-ons only
• You may keep the main storybook and refund add-ons, or vice versa
• Partial refunds are subject to the same 30-day guarantee

9. Chargebacks and Disputes

Please Contact Us First: Before filing a chargeback or dispute with your bank, please contact us at support@mystarstories.app. We are committed to resolving any issues quickly and fairly.

Chargeback Consequences: Filing a chargeback before contacting us may result in:

• Account suspension
• Inability to process future refunds or re-generations
• Additional fees from Stripe (which we may pass on)

We prefer to work directly with you to resolve any concerns.

10. Frequently Asked Questions

Can I get a refund if I haven't downloaded the storybook?

Yes, absolutely. If you never accessed or downloaded your storybook, you are fully eligible for a refund within 30 days.

What if I downloaded it once but didn't like it?

That's fine! Our 30-day guarantee covers dissatisfaction. You can request a refund or re-generation.

Can I get a refund after 30 days?

Generally no, but we review exceptions on a case-by-case basis. Contact support to explain your situation.

What if the storybook has a mistake?

We will offer a free re-generation with corrections. No refund necessary unless you prefer one.

How long do refunds take?

5-10 business days after approval, depending on your bank's processing time.

11. Questions About Our Refund Policy?

We're here to help! Contact our support team:

Email: support@mystarstories.app
Website: mystarstories.app/contact
Response Time: Within 24 hours (usually faster!)