Refund Policy

See your book before you pay. If the printed book has a problem, we'll make it right.

Last Updated: September 2026

Every Custom Heroes book is written and illustrated for one family, so we show you your book before you pay for it. This policy explains what happens after you order. Please read it before you buy.

Before You Order: It's Free

You don't pay anything until you've seen your book. Before you order, you can:

  • Read every page of your story, edit any word, and ask us to rewrite it
  • See your characters drawn in the art style you picked, and redraw them
  • See your cover and a fully illustrated first spread, and redraw the cover

If it isn't right for you, simply don't order. There's nothing to refund.

After You Order

As soon as you order, we start illustrating every page of your book. Because each book is made just for you and can't be resold:

  • Orders are non-refundable once illustration begins, including for a change of mind
  • We don't refund books because of taste in the story or pictures you saw before ordering
  • Instead, you can redraw any page or the cover before your book is sent to print
  • You give the finished book a final look, and nothing is printed until you send it

This applies to printed books and to the illustrated PDF.

Our Printing Promise

If something goes wrong with your printed book, it's on us:

  • Damaged in shipping: we reprint it free
  • Misprinted (the printed book doesn't match what you approved): we reprint it free
  • Lost in the mail: we reprint it and send it again, free

A free reprint is the standard fix. If you'd rather have a refund for that book, just tell us.

Please report damage or printing problems within 7 days of delivery, with a photo of the problem. This covers extra copies you order later, too.

When We Refund in Full

✓ We Can't Finish Your Book

If a problem on our side stops us from completing the book you ordered and we can't fix it.

✓ Duplicate Charges

If you were accidentally charged more than once for the same order.

Something Else Gone Wrong?

Email us. A real person reads every message, and we'll do what we can to make it right.

How to Reach Us

Refunds go back to your original payment method. Your bank may take a few business days to show it.

Questions?

If you have questions about our refund policy or need help with your book: