Cancellation window

You may request a cancellation within 24 hours of payment, and only if your book has not yet been submitted for print. Whichever of those two happens first closes the window.

To cancel, email support@kiwitales.com or use our support page, quoting your order number.

Refund amounts

• 80% — if creation of your book has not yet started. Creation begins automatically as soon as payment is confirmed, so this usually applies only if generation is still queued or has failed.
• 50% — if your book has been created but not yet submitted for print. Creating a book uses paid AI illustration and text generation that we cannot recover.
• No refund — more than 24 hours after payment, or once your book has been submitted for print, whichever happens first.

Refund processing timeline

Once your request is approved, we issue the refund to your original payment method within 5 business days. Your bank or card issuer then takes a further 5–10 business days to post it to your account (international cards can take up to 14).

We email you a confirmation with the refund reference as soon as we issue it. Refunds are always returned to the original payment method — we cannot refund to a different card, to another account, or as store credit.

Digital editions

Digital books are delivered as a downloadable PDF once illustration is complete. We email you when your file is ready.

Digital orders do not go through our print shop and are not assigned a print order (PO) number.

• No refund once your digital PDF has been downloaded, or once your full book has been generated — whichever happens first.
• The same preview-before-you-pay and page-regeneration tools apply before generation finishes.

When a refund cannot be issued

We are unable to refund an order where:

• The request arrives more than 24 hours after payment, or after the book was submitted for print.
• The book has been printed, dispatched, or delivered.
• You have changed your mind after the book has been generated.
• The reason is dissatisfaction with the AI likeness or art style. A free preview is provided before payment, and you can regenerate individual pages before submitting your book to print.
• The photo supplied did not follow the photo guidelines shown during book creation.
• Delivery failed because of an incorrect or incomplete address, a refused delivery, or a parcel left unclaimed.
• The amount relates to shipping fees and the order has already been dispatched.
• The amount relates to credits that have already been used to generate pages.
• A chargeback or payment dispute has already been opened for the order — that is then handled through your bank’s process instead.
• We identify suspected fraud, resale, or abuse of the service.
• The order is a digital edition and your PDF has already been downloaded, or the full book has already been generated.

Damaged, defective, or lost orders

This is separate from refunds. If your book arrives damaged or defective, or is lost in transit, email support@kiwitales.com within 14 days of delivery (or of the expected delivery date) with your order number and photos where relevant. We will reprint and reship your book at no cost to you.

How to request a cancellation or refund

Contact us through our support page or email support@kiwitales.com with your order number and the reason for your request. We reply to every request, and we will tell you which tier above applies before anything is processed.

Merchant of record

Kiwi Tales is operated by 17810903 Canada Corp, a company based in Canada. All payments for Kiwi Tales products are processed on behalf of 17810903 Canada Corp.