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    Leo Books Return & Refund Policy

    Last updated: 2026-01-17

    This Return & Refund Policy explains how returns, refunds, replacements, and order issues are handled for purchases made through Leo Books (“Leo Books”, “we”, “us”, “our”).

    Support: support@leo-books.com
    Privacy: privacy@leo-books.com
    Location: 350 Forest Ave #213, Laguna Beach, California, USA

    Important: Leo Books products are personalized, made-to-order. That means returns and refunds are limited once production begins.

    1. Made-to-Order Custom Products (No Returns for Change of Mind)

    Because each book is created specifically for you using the details you provide (name, story choices, photos, and other inputs), we do not accept returns or offer refunds for:

    • Changing your mind after ordering
    • Ordering the wrong format (hardcover/softcover), quantity, or shipping speed
    • Disliking a style you selected
    • Subjective preferences about the AI-generated art/story (unless we explicitly guaranteed otherwise)
    • Errors in the information you provided (e.g., spelling mistakes in names you entered)

    2. When You Can Get Help (Replacement / Reprint / Refund)

    We’ll make it right if something went wrong on our side or during printing/shipping. Depending on the issue, the remedy may be a free replacement/reprint (most common) or, in limited cases, a refund.

    A) Defective, misprinted, or damaged items

    If your book arrives with a printing defect, manufacturing issue, or is damaged in transit, contact us within 14 days of delivery.

    Examples:

    • Torn pages, broken binding, missing pages
    • Severe print defects (ink smears, major streaking, unreadable text)
    • Significant cover damage from shipping

    B) Wrong item received

    If you receive the wrong book (wrong cover type, different order), contact us within 14 days of delivery.

    C) Lost in transit (where applicable)

    If tracking shows no movement for an extended period, or the package is confirmed lost by the carrier, we’ll work with you to resolve it (replacement is typical).

    3. How to Submit a Return/Replacement Claim

    Email support@leo-books.com with:

    1. Order number
    2. What happened (brief description)
    3. Photos
      • For damage/defects: clear photos of the issue
      • For shipping damage: photos of the packaging (box/envelope) and the shipping label
    4. If relevant: tracking number and carrier status

    We may request additional information to validate the claim.

    4. Resolution Options

    If your claim is approved, we will typically choose one of the following remedies:

    A) Free replacement / reprint (most common)

    We will reprint and ship a replacement copy at no extra cost.

    B) Partial or full refund (less common)

    Refunds may be issued when:

    • A replacement is not feasible (e.g., out-of-stock materials at a supplier)
    • There is a confirmed production error that cannot be corrected in a reasonable timeframe
    • Required by applicable law

    Refunds are issued to the original payment method when possible.

    5. Items Not Considered Defects

    Because printing is a physical process and screens vary, the following are generally not considered defects:

    • Minor color variation compared to on-screen previews
    • Minor trimming/alignment differences within standard print tolerances
    • Slight differences in paper texture/finish between batches
    • AI “creative” differences that still match the chosen style/story direction
    • Issues caused by your inputs (misspellings, wrong names, wrong address)

    6. Address Issues, Returns-to-Sender, and Refused Packages

    You are responsible for entering a complete and correct shipping address.

    If an order is returned due to:

    • Incorrect/incomplete address
    • Refused delivery
    • Failure to claim the package

    Then:

    • Shipping fees are non-refundable
    • You may be responsible for reshipment fees
    • If the book cannot be rerouted and must be reprinted, you may be responsible for reprint costs

    7. “Delivered” But Not Received

    If tracking shows “delivered” but you did not receive your package, contact us within 14 days of the delivery scan.

    We may ask you to:

    • Confirm the shipping address
    • Check with household members/neighbors/building staff
    • Contact the carrier and/or file a carrier claim

    Outcomes depend on carrier policies. We’ll support the investigation, but we cannot guarantee replacement if the carrier confirms delivery.

    8. Cancellations

    Before production starts

    If your order has not entered production yet, we may be able to cancel it. Contact support as soon as possible.

    After production starts

    Once production begins, the order typically cannot be canceled and is not refundable, except for approved issues in Section 2.

    9. Expedited Processing and Shipping Fees

    If you purchase expedited processing or faster shipping:

    • These services do not guarantee a delivery date.
    • Expedited fees are generally non-refundable once the service has begun or shipping has been purchased, except as required by law.

    10. Chargebacks

    If you believe there is an issue with your order, please contact support@leo-books.com first so we can help.

    Initiating a chargeback without contacting us may delay resolution and may affect your ability to place future orders while the dispute is reviewed.

    11. Policy Updates

    We may update this policy from time to time. The “Last updated” date at the top indicates when changes were made.

    12. Contact

    For order issues, replacements, or questions:

    For privacy questions: