Returns, refunds and cancellations

EU and EEA right of withdrawal

If you are a consumer in the European Union or European Economic Area, an online purchase generally includes a 14-day right to withdraw without giving a reason. For digital content not supplied on a tangible medium, the period generally starts when the contract is concluded. For goods, it generally starts when you receive them.

• Before paid digital-book generation begins, you may ask us to cancel by sending a clear withdrawal statement to hello@dreamed.ink.
• If you expressly request immediate supply of the personalized digital content and acknowledge the consequence at checkout, you lose the 14-day withdrawal right once supply begins.
• Goods made to your specifications or clearly personalized, including a hardcover made from your approved personal book, are generally excluded from the 14-day withdrawal right.
• These exceptions do not remove mandatory remedies if digital content or a physical book is faulty, unavailable, damaged, or not as agreed.

To exercise a withdrawal right that applies, use our online withdrawal function or email us before the deadline with your name, account email, order or project number, the purchase you wish to withdraw from, and a clear statement that you are withdrawing. No special wording is required. We will confirm receipt and process any refund required by applicable law. A hardcover credit is not itself a printed-book order; a personalized hardcover is ordered separately after final approval.

Digital custom books

Digital books are created on demand. You may ask to cancel before paid generation begins. Once supply has started following your express request and acknowledgment, the 14-day withdrawal right for the digital content is lost to the extent provided by applicable law. Other mandatory rights remain available.

• If generation fails because of a DreamInk technical error, we will regenerate the affected content, restore the relevant credit, or issue a refund where appropriate.
• If you believe the delivered digital product is missing or materially incomplete, contact support so we can review the project and payment record.
• Creative preferences that remain within the reviewed brief are handled through the review and revision tools included with the selected product.

Personalized hardcover cancellations

Contact us as soon as possible if you need to cancel or correct a hardcover order. We can usually help while the order has not yet been submitted to the print partner. Once production has started, cancellation, address changes, and content changes may no longer be possible.

• Review the final book, shipping address, print quote, and delivery estimate before confirming the order.
• Clearly personalized books are generally excluded from the 14-day withdrawal right. They cannot normally be returned or refunded because of customer-approved content, source-image quality, an incorrect address supplied at checkout, or ordinary screen-to-print colour differences.
• Any additional rights provided by the law that applies to your purchase remain available.

Damaged, incorrect, or lost hardcover orders

If a hardcover arrives damaged, is the wrong item, differs materially from the locked digital proof because of a production error, or appears lost after the carrier window, contact DreamInk support. We will review the order with the print and delivery partners.

• Include your order number and a short description of the problem.
• For damage or printing problems, include clear photographs of the book and packaging where possible.
• Depending on the evidence and order status, the resolution may be a correction, reprint, replacement, or refund.

Refund timing

Approved refunds are sent to the original payment method. Stripe and the customer's bank control how long the credit takes to appear after DreamInk issues it. We will confirm the refund by email when it has been initiated.

Request help

Contact DreamInk before the order moves further

Send a support request with the account email and order or project number. DreamInk, Inc. will review the payment, generation, print, and delivery status before confirming the available resolution.