Right of withdrawal

Your right of withdrawal

As a consumer in the European Union you normally have 14 days from the day of purchase to withdraw from an online purchase, without giving a reason.

When the right ends early

• Digital stories (credits, sets, collections). Before you pay, you tick a box saying: "I want my story credits to be available right away. I understand that I lose my 14-day right of withdrawal for a story once it starts being made." So the right ends for each story when that story starts being made. Unused credits can still be refunded within 14 days of purchase. For sets and collections, the stories not yet started can be refunded within 14 days, in proportion to the price.
• Gifts. A gift that has not been redeemed can be refunded within 14 days of purchase; the code then stops working.
• Printed books (when available). A book made to your own choices (your child, your stories, your title) is personalised and, as the law allows, cannot be returned for a change of mind. Damaged or misprinted books are always replaced or refunded.

We record your consent, the wording version and the time on your order, and repeat it in the order email.

How to withdraw

Tell us clearly that you want to withdraw, by email at [completed before launch] or through "My requests" in your account, naming your order. You may use the model form below, but you do not have to.

We refund you within 14 days of receiving your request, using the same payment method, at no cost to you.

Model withdrawal form

To: [completed before launch], [completed before launch], [completed before launch]

I hereby give notice that I withdraw from my contract for the following digital content / service: [order number and what you bought]

Ordered on: [date]

Name: [your name]

Email used for the account: [email]

Date: [date]

(Signature only if this form is sent on paper.)