Last updated: 07-Sep-2026
Every Brambix book is made specifically for your child, so our policy works a little differently from a standard retail return policy. Please read this before ordering.
1. Personalized books are made to order
Because personalized books are produced only after you place your order — using your child’s name, photo, and chosen details — we are unable to accept returns simply because you or your child ended up not liking how the book turned out. This is a standard limitation across personalized-product businesses and is not treated as a defect.
To reduce this risk, we show you a preview of your child’s character illustration for approval before the rest of the book is produced.
2. Proven defects — replacement or refund
If the physical book you receive has a genuine quality defect — for example, missing or blank pages, a printing error, a damaged cover, or pages that arrived visibly misaligned or miscut — we will make it right. You can choose either:
- A replacement copy, reprinted and shipped at our cost, with an extra round of quality review before it ships, or
- A refund of the amount paid for that book.
3. How to raise a claim
Email hello@brambixbooks.com with your order number and clear photos of the defect. We may ask for the book back before processing a refund or replacement.
4. Claim window
Claims must be raised within 10 days of the delivery date shown on your shipment tracking. This is a firm cutoff. We’re unable to process claims raised after this window, since the source files used to produce your book are deleted automatically for privacy reasons shortly after this period (see our Privacy Policy).
5. What isn’t covered
- Dissatisfaction with the AI-generated likeness or illustration style, where the book otherwise matches the preview you approved.
- Minor color variation between your screen and the printed book — this is normal across all print-on-demand products.
- Damage caused after delivery.
- Orders where the wrong name, photo, or details were submitted by the customer at checkout.
6. Normal (non-personalized) books
For our non-personalized picture books, the same defect standard applies. If you receive a damaged or defective copy, contact us within 10 days of delivery for a replacement or refund.
7. Ebooks
Ebooks are delivered digitally and cannot be “returned.” If your ebook file is corrupted or you’re unable to access your download, contact us and we’ll resolve it — typically by resending the file.
8. Order cancellation before production
If you need to cancel or change an order, contact us as soon as possible after payment. Once your child’s character illustration has been generated and approved, cancellation may no longer be possible, as production has already begun.
9. Contact
For any question about this policy: hello@brambixbooks.com or via WhatsApp during business hours.