Refund & Cancellation Policy

At My Story Panels, every storybook is created especially for you. Each order is personalised using the details, photos, names, story choices, and preferences submitted by the customer. Because of this custom creative process, our refund and cancellation policy is designed to be fair to both the customer and our studio team.

1. Custom-Made Products

All My Story Panels books are personalised and made to order. This means that once our team starts working on your story, artwork, design, or production, the order cannot be treated like a standard ready-made product.

For this reason, we do not offer refunds simply because of a change of mind after the creative process has started.

2. Order Cancellations

You may request to cancel your order within 12 hours of placing it, as long as our team has not started working on your book.

If the cancellation request is approved, we will issue a refund to your original payment method.

Cancellation requests made after the order has entered the creative, design, revision, printing, or shipping stage may not be refundable.

3. Preview & Revisions

Before printing, customers may receive a preview or review stage depending on the order process. Each order includes up to 2 revisions.

Revisions may include reasonable adjustments such as text corrections, small visual changes, name corrections, or layout improvements.

Revisions do not include creating a completely new story, changing the full concept after approval, replacing the main character after production has started, or restarting the book from zero.

Once the customer approves the final preview, the order is sent for printing or final production. After approval, we cannot offer refunds for approved content, spelling, photo choices, or design details.

4. Customer-Provided Information

Customers are responsible for submitting correct information, including names, spellings, photos, shipping details, and any personal details used in the story.

We are not responsible for mistakes caused by incorrect or incomplete information submitted by the customer.

If you notice a mistake, please contact us as soon as possible. We will do our best to help before the book is printed or shipped.

5. Damaged, Defective, or Incorrect Orders

If your book arrives damaged, defective, misprinted, or significantly different from the approved version, please contact us within 3 days of delivery.

To help us review the issue, please send:

• Your order number
• Clear photos or videos of the issue
• Photos of the packaging if the item was damaged during delivery

If the issue is confirmed, we may offer one of the following:

• A free replacement
• A corrected reprint
• Store credit
• A partial or full refund, depending on the case

We reserve the right to decide the most appropriate solution based on the issue.

6. Shipping Issues

My Story Panels ships worldwide from Beirut.

Estimated delivery times may vary depending on destination, courier service, customs processing, holidays, and other circumstances outside our control.

We are not responsible for delays caused by shipping carriers, customs, incorrect addresses, failed delivery attempts, or delays outside our control.

If an order is returned because of an incorrect address or failed delivery attempt, the customer may be responsible for additional shipping fees to resend the order.

7. Lost Packages

If your package appears to be lost, please contact us and we will help investigate with the shipping carrier.

A package is only considered lost after the carrier confirms it or after a reasonable investigation period has passed.

If the package is confirmed lost and the shipping information provided by the customer was correct, we may offer a replacement or another suitable solution.

8. Digital Products or Digital Previews

If your order includes a digital version, digital file, or downloadable preview, digital items are non-refundable once delivered, accessed, or downloaded.

9. Refund Processing

Approved refunds will be processed back to the original payment method whenever possible.

Refund processing times may vary depending on your bank, payment provider, or card issuer.

Shipping fees, payment processing fees, rush fees, and custom production costs may be non-refundable unless the issue was caused by My Story Panels.

10. Contact Us

For cancellation, revision, refund, or order support, please contact us:

Please include your order number and a clear explanation of the issue so we can help you faster.