Refund and Returns Policy

Overview

All items at Personalised Penny are fully personalised and made to order. Each product is created specifically for your child using the exact details you provide, such as their name, skin tone, hair colour and personalised story elements.

Because every book is unique to your order, it cannot be resold to another customer. A personalised book designed for your child cannot be used by anyone else.

For this reason, personalised items are exempt from standard return and refund rights under UK consumer law unless the product is faulty or we have made an error.

Personalised Products (Printed Books)

We do not offer returns, cancellations or refunds on personalised books unless:

The item arrives damaged
There is a printing or manufacturing defect
The personalisation does not match the details you provided

If any of these apply, please contact us within 14 days of receiving your order at personalisedpenny@outlook.com with:

Your order number
Photos clearly showing the issue

If approved, we will arrange a replacement or a refund.

Incorrect Information Provided by the Customer

Orders are created exactly as entered at checkout.
We cannot refund or reprint an order if incorrect names, spellings, appearance options or personalised details were entered by mistake.

Please double-check all information before placing your order.

Digital Products (E-books)

Our e-books are supplied as instant digital downloads.
In line with UK distance selling regulations, digital downloads cannot be refunded once the file has been accessed or downloaded.

You may request a cancellation only if the file has not yet been downloaded.

If you experience a technical issue, we will help resolve it.

Cancellations

Because production starts very quickly:

Cancellations can only be accepted within 1 hour of placing your order
After this time, your personalised book will already be in progress and cannot be cancelled

Faulty or Damaged Orders

If your item arrives damaged or faulty:

Email personalisedpenny@outlook.com within 14 days
Include photos and your order number
We will confirm whether a replacement or refund is due

Returns are only required if we specifically request them.

Refund Processing

Approved refunds are issued to your original payment method.
Processing times depend on your bank or card provider.

Need Help?

For any questions relating to personalised orders, refunds or digital downloads, please contact us:
personalisedpenny@outlook.com