Return & Refund Policy | سياسة الاسترداد والإرجاع
🔄 Return & Refund Policy | سياسة الاسترداد والإرجاع
آخر تحديث: مايو 2026 | Last updated: May 2026
❤️ Our Commitment | التزامنا
At StoryHero, every product is 100% personalized and created specifically for your child. We take great pride in the quality of our work. If something goes wrong, we will always find a fair solution for you.
✅ We stand behind every product we create. Your satisfaction is our priority.
⏰ Return Window | مدة طلب الاسترداد
You have 7 days from the date of delivery to report any issue with your order. Requests submitted after this window may not be eligible for resolution.
✅ Eligible Issues | الحالات المقبولة
We accept return or refund requests in the following cases:
| Issue | Example |
|---|---|
| Product damaged during delivery | Torn pages, crushed packaging |
| Printing defect or quality issue | Blurry print, incorrect colors |
| Wrong name, gender, or details used | Our error, not customer input error |
| Missing items from the order | Book missing, video link not received |
| Significant difference from product description | Product not as described on website |
🔧 Our Resolution Options | خيارات حل المشكلة
Depending on the nature of the issue, we will offer one of the following two solutions:
💰 Option A — Full Refund
The product is returned to us and you receive a full refund of the order value to your original payment method within 5–10 business days.
🔁 Option B — Remake & Redeliver
The product is returned to us. We fix the issue and produce a new copy, then redeliver it to you at no additional cost within 3–6 business days.
📌 The resolution option offered will be based on the nature of the issue. In all cases, we will communicate with you to agree on the best solution.
🚧 Non-Eligible Cases | حالات غير مقبولة
❌ Change of mind after the product has been produced
❌ Incorrect details entered by the customer (wrong name, wrong gender selection)
❌ Damage caused by the customer after delivery
❌ Request submitted more than 7 days after delivery
❌ COD orders that were refused or not collected by the customer
❌ Digital products (video files) that have already been downloaded or accessed
⚠️ Please double-check all personalization details before completing your order. We produce exactly what is submitted.
📝 How to Submit a Request | كيف تقدم طلبك
- Contact us at info@storyhero.store or via WhatsApp within 7 days of delivery.
- Include your order number and a brief description of the issue.
- Attach clear photos or a short video showing the defect or damage.
- Our team will review your case within 1–2 business days and confirm the resolution.
- If a return is required, we will arrange free pickup from your address.
💸 Refund Processing Time | وقت معالجة الاسترداد
| Payment Method | Refund Timeframe |
|---|---|
| Credit / Debit Card | 5–10 business days |
| Apple Pay / Google Pay | 3–7 business days |
| Cash on Delivery | Bank transfer within 5 business days (account details required) |
📞 Contact Us | تواصل معنا
Email: info@storyhero.store
We aim to respond to all inquiries within 24 hours.
This policy was last updated in May 2026. StoryHero FZ LLC reserves the right to amend this policy at any time with reasonable notice.