Refund & Replacement Policy
Last updated: 13 September 2026
Each book is printed with one particular child’s name and photo. It suits no one else and cannot be resold, so this policy differs from the policy for a ready-made product. This page says plainly what can and cannot be refunded.
Within 24 hours of confirming payment
You can change or cancel your order free of charge within 24 hours of confirming payment, and on a cancellation we refund everything you paid.
Changes and cancellations are handled by contacting us with your order number. There is no cancel button on the Orders page.
After the 24 hours have passed
Once that window closes the book has entered preparation or printing. At that stage the order cannot be cancelled and its price cannot be refunded, because the book has been printed with your child’s name and photo, suits no other child, and cannot be resold.
You can check which stage your order has reached at any time from the Orders page.
If the book arrives damaged or is wrong through our mistake
We replace it with a new book at our cost, or refund it if a replacement is not possible, and you do not pay the shipping for the replacement.
This covers damage in transit, a printing fault, missing or duplicated pages, and receiving a different book from the one you ordered.
If the mistake is in what you entered
A misspelled child’s name, a photo you chose and then disliked once printed, or an incorrect delivery address are not covered by the free replacement, because we printed what you entered.
Contact us anyway. If printing has not started yet we correct the details for you free of charge.
Reporting a fault in the book
Inspect the book when it arrives, and if you find a problem tell us within 24 hours of receiving it, with your order number and clear photos showing the fault and showing the book from the outside.
The photos matter because they are what establishes the condition the book arrived in. A report that reaches us more than 24 hours after delivery is not covered by the free replacement.
How a refund is returned
A refund is returned by the same method you paid with, to the same account or card the payment came from.
In Egypt only what was actually paid online is refunded, because an amount due in cash on delivery has not been paid at all if the order is cancelled before it is handed over.
How long the money takes to reach you depends on our payment partner and on your bank, and is not within our control.
A shipment that has not arrived
If the expected delivery time has passed and your shipment has not arrived, contact us with your order number and we will follow it up with the delivery company.
If delivery fails because of an incorrect address or a phone number that does not answer, we contact you to send it again, and a new shipping charge may apply.
Contact
khaled@batalstories.com · 01034502000