Refund & Return Policy

Last updated: November 13, 2025

Business Information

Business Name: Oleg Hovsepyan IE

Business Address: Yerevan, G.Hovsepyan 12/8, Armenia

Contact: [email protected]

Important: Due to the personalized, made-to-order nature of our books, all sales are final once production begins. However, we stand behind the quality of our products and will resolve any issues with defective or damaged books.

1. Our Refund Philosophy

Mematime creates personalized, print-on-demand children's books. Each book is:

  • Uniquely created for your specific order
  • Customized with your child's photos and information
  • Printed individually after you place your order
  • Cannot be resold or used for another customer

Because of this personalized nature, we cannot accept returns for change of mind or personal preference reasons.

2. When We Provide Refunds or Replacements

We will provide a full refund or free replacement if:

Production Defects

  • Printing errors (blurry images, color issues, missing pages)
  • Binding defects (loose pages, damaged spine)
  • Incorrect personalization (wrong name, wrong photos used)
  • Physical damage to the book (torn pages, bent cover)

Shipping Issues

  • Book arrives significantly damaged due to shipping
  • Book is lost in transit and not delivered
  • Wrong book delivered to your address

Our Error

  • We made a mistake in processing your order
  • Technical issues during book generation that affected quality

3. When We Cannot Provide Refunds

We cannot offer refunds or returns for:

  • Personal preference: "I don't like how my child looks in the AI-generated images"
  • Customer error: You provided incorrect information or low-quality photos
  • Expectations: The AI-generated style doesn't match your personal expectations
  • Change of mind: After the order has been placed and production started
  • Delivery delays: Caused by customs, holidays, or carrier issues beyond our control

Preview Your Book: We provide a preview of your personalized book images during the ordering process. You have the opportunity to review and select your preferred image variations before finalizing your order. Once you approve and complete payment, production begins.

4. How to Request a Refund or Replacement

If you believe your book has a defect or arrived damaged, please follow these steps:

Step 1: Contact Us Promptly

  • Email us at [email protected]
  • Contact us within 14 days of receiving your book
  • Include your order number in the email

Step 2: Provide Photo Evidence

  • Take clear photos showing the defect or damage
  • Include photos of the full book and close-ups of the issue
  • If shipping damage, include photos of the packaging

Step 3: Explain the Issue

Describe what's wrong with the book:

  • What defect did you notice?
  • When did you receive the book?
  • Any other relevant details

Step 4: We'll Review and Respond

  • We typically respond within 24 hours
  • We'll review your photos and description
  • We'll determine if the issue qualifies for refund/replacement

5. Resolution Options

If your claim is approved, we offer:

Option 1: Free Replacement

  • We'll reprint and ship a new book at no charge
  • Same personalization as your original order
  • No need to return the defective book
  • Estimated delivery: 2-3 weeks

Option 2: Full Refund

  • Complete refund of your order amount
  • Processed in USD to your original payment method
  • Refund amount will be the actual USD charged at time of purchase
  • Refunds typically appear within 5-10 business days
  • You may keep the defective book

6. Cancellation Policy

Before Production Starts

You may cancel your order for a full refund if:

  • Your book images have not yet been generated
  • You contact us within 24 hours of placing the order
  • Production has not begun

After Production Starts

Once AI image generation begins, orders cannot be cancelled because:

  • Resources have been allocated to your order
  • Your personalized images have been created
  • The book is being prepared for printing

7. Wrong Address or Customer Error

If you provided an incorrect shipping address:

  • We cannot redirect packages once shipped
  • If the book is returned to sender, we can reship for an additional shipping fee
  • No refund will be provided for address errors
  • Please verify your address carefully before completing your order

8. Quality Guarantee

We are committed to delivering high-quality personalized books. Every book goes through:

  • AI image generation quality checks
  • Professional printing standards
  • Quality inspection before shipping
  • Secure packaging to prevent damage

9. Processing Time for Refunds

  • Approval: We review claims within 24-48 hours
  • Refund initiation: Processed within 1-2 business days after approval
  • Refund currency: All refunds are processed in USD, based on the actual amount charged at time of purchase
  • Bank processing: 5-10 business days for refund to appear in your account
  • Replacement: New book shipped within 3-5 business days

10. Fair Use Policy

We reserve the right to:

  • Deny refund requests that appear fraudulent
  • Limit replacements to one per order
  • Request return of a defective book in certain cases (we pay shipping)
  • Ban customers who abuse our refund policy

11. Contact Information

For refund or return requests:

Email: [email protected]

Subject Line: "Refund Request - Order #[Your Order Number]"

Response Time: Within 24 hours

Business: Oleg Hovsepyan IE
Address: Yerevan, G.Hovsepyan 12/8, Armenia

12. Your Satisfaction Matters

While we cannot accept returns for personal preference on personalized products, we genuinely care about your satisfaction. If you have concerns about your book that don't qualify for a refund, please still contact us. We may be able to offer:

  • A discount on your next order
  • Tips for better photo uploads for future orders
  • Guidance on how to get the best results

Thank you for choosing Mematime to create a special memory for your child!