Refund policy
Every Dear Days book is made for one person. Your photographs, your names, your dates. That means we cannot put a returned book back on a shelf — but it also means we care a great deal about getting it right the first time.
This page explains exactly when we replace, when we refund, and when we cannot. We have tried to write it the way we would say it to you.
1. The short version
- If we made a mistake, we fix it. Free, and without argument.
- If it arrived damaged, we replace it. Free.
- If you approved the proof and it printed as approved, we cannot refund it — because it was made only for you.
- You can cancel for a full refund any time before you approve your proof.
2. Before we print: your proof
Before any book goes to print, we send you a digital proof of every page.
This is the moment that matters. Please read it carefully — every name, every date, every caption, every spelling. Zoom in. Show someone else. Take your time; there is no rush from our side.
You get two rounds of revisions included. Further changes after that are billed at [$RATE] per round.
When you approve your proof, you are confirming the content is correct and telling us to print it. From that point we cannot make changes, and the exclusions in Section 5 apply.
If you have not replied to a proof within [14 days], we will follow up. Orders left unapproved for [60 days] may be cancelled and refunded, less any design work already completed.
3. What we always put right, at no cost to you
Tell us within 48 hours of delivery, with photographs, and we will replace or refund at your choice:
- Printing defects — smudging, banding, streaks, misregistration, ink marks
- Binding faults — loose or missing pages, pages bound out of order, a cover separating
- Damage in transit — bent covers, torn pages, water damage
- Our errors — anything that differs from the proof you approved, wrong product, wrong size, wrong quantity, missing item
You do not need to return the book to us first, and you will not pay for the replacement or its delivery. We may ask you to send photographs so we can find the cause and stop it happening again.
If you would rather have a refund than a replacement, say so and we will process it.
4. Cancelling or changing an order
| When | What happens |
|---|---|
| Before design work begins | Full refund |
| During design, before proof approval | Refund less a [$X] design fee for work completed |
| After you approve your proof | No refund — production has begun |
| After the book has shipped | No refund, except under Section 3 |
To cancel, message us at [EMAIL] or on WhatsApp at [NUMBER]. Cancellation takes effect when we confirm it, not when you send the message — so please wait for our reply.
5. What we cannot refund
Errors in content you approved. If a name is misspelled or a date is wrong in your approved proof, and it printed exactly as approved, we cannot refund it. We will always offer a reprint at a reduced price, because we know how much it matters.
Photograph quality. We print your photographs as supplied. If an image is low resolution, blurry, dark, or heavily compressed, it will look that way in print. We flag images we are concerned about before printing, but the final decision to proceed is yours.
Colour differences between screen and print. Screens emit light; paper reflects it. A photograph will not look identical on your phone and on the page — printed colours are usually slightly softer and deeper. This is normal and is not a defect. If a colour shift is severe or clearly wrong, tell us and we will look at it.
Change of mind after approval. A personalised book cannot be resold, so we are not able to accept returns for change of mind once printing has begun.
Normal handling wear after delivery.
Digital products and gift cards, which are non-refundable once delivered.
6. How refunds are paid
Cash-on-delivery orders. Because no payment reaches us electronically, refunds are issued by bank transfer, OMT, or in cash at our studio — whichever suits you. We will confirm the method with you before processing. We may ask for account details for a transfer; we use them once and do not store them.
Card and online orders. Refunded to the original payment method. Your bank usually takes 5 to 10 working days to show it.
Store credit is available if you prefer, and we will add [10%] to the value as a thank-you for your patience.
Refunds are approved within [5 working days] of us agreeing to one.
7. Delivery problems
Not delivered. If your order has not arrived within [X days] of shipping, contact us and we will trace it. If it is lost, we reprint at no cost.
Refused at the door. If a cash-on-delivery order is refused or cannot be delivered after [3] attempts, the book returns to us. Because it is personalised and cannot be resold, we are not able to refund it, and re-delivery is charged at the standard rate.
Wrong address. Please check your address carefully at checkout. If a parcel goes astray because the address given was incorrect, re-delivery is charged.
8. Gifts
If your book was sent as a gift, only the person who placed the order can request a refund or replacement, since the payment and order records sit with them.
If you have received a Dear Days book as a gift and something is wrong with it, contact us anyway — we will work it out discreetly, and we will not spoil anything by contacting the person who sent it unless you would like us to.
9. Orders shipped outside Lebanon
We do not ask you to ship a faulty book back to us from abroad — the cost rarely makes sense. Send photographs instead and we will replace or refund from there.
Customs duties and import taxes are set by your country and are not included in our prices. We are not able to refund these.
10. How to reach us about an order
Message us with your order number and photographs of the problem:
Email: [EMAIL] WhatsApp: [NUMBER]
We reply within [2 working days], usually sooner.
Nothing in this policy limits your rights under Lebanese consumer protection law.
We would much rather remake a book than keep your money. If something is wrong, tell us.
