Return Policy

Last updated: September 15, 2026

1. Overview

This Return Policy outlines the terms for cancellations, returns, and refunds for products purchased from:

  • Business name: talesofus.ai (Eenmanszaak)
  • KvK-nummer: 98879200
  • Address: Elzenhagensingel 1051, 1022 LA Amsterdam, Netherlands
  • Email: hi@talesofus.ai

Please read this policy carefully before placing an order. By completing a purchase, you acknowledge that you have read and understood this policy.

2. Personalized Books and the Right of Withdrawal

Important Information for EU Consumers

Under EU consumer law, consumers normally have 14 days to withdraw from a distance contract without giving a reason. That right does not apply to goods made to the consumer’s specifications or clearly personalized, as described in Article 16(c) of Directive 2011/83/EU.

Each Tales of Us book is created specifically from your character names, uploaded photos, story preferences, and other choices. Because the printed book is clearly personalized and made for you, there is no ordinary 14-day change-of-mind return right. We explain our voluntary cancellation options in Section 7.

This exception applies only to changing your mind about a personalized product. It does not limit your rights if a book is damaged, defective, not delivered, or does not conform to the order or applicable law.

3. AI-Generated Content and Customer Satisfaction

Please understand: Stories and illustrations are created automatically using AI from the details and choices you provide. They are not reviewed by human authors, editors, or artists before printing. The preview shows the title, cover, and a possible story direction, but not the complete book.

AI-generated content can include unexpected creative choices, narrative variations, stylistic differences, or minor grammatical irregularities. Subjective dissatisfaction with those aspects does not automatically make the book defective or create a right to a refund.

We nevertheless want every customer to be happy with their book. If you are disappointed with the story, contact us and tell us what went wrong. We will review each situation individually and decide how we can best help. This goodwill review does not guarantee a refund, replacement, or other particular outcome.

Nothing in this section excludes a problem that legally amounts to non-conformity—for example, receiving the wrong book or a book that materially fails to match your order or our advertised product characteristics.

4. Problems With a Printed Book

4.1 Problems We Will Address

Contact us if your order has any of the following problems:

  • Damage in transit: The book arrives torn, bent, water-damaged, or otherwise physically damaged
  • Manufacturing defect: The book has missing, blank, duplicated, or upside-down pages, binding failure, or a material printing error
  • Wrong or non-conforming item: The book is not the book you ordered or materially fails to match the order or advertised product
  • Non-delivery: The order is not delivered after the stated or otherwise reasonable delivery period

We will provide an appropriate remedy at no cost where required. Depending on the problem and applicable law, this may be a reprint or replacement, a price reduction, or a full or partial refund. If a qualifying book must be returned, we will provide instructions and cover the necessary return cost.

4.2 What Does Not Normally Qualify

The following do not normally qualify for a return or refund by themselves:

  • Subjective dissatisfaction with the AI-generated story, plot, character development, or illustration style
  • Minor grammatical, narrative, artistic, or print variations that do not make the book non-conforming
  • Change of mind after ordering
  • Damage caused by misuse, writing in the book, or normal wear after delivery

We may still review story or illustration dissatisfaction under the goodwill process in Section 3. This list does not limit any mandatory right you have when a product is defective or does not conform to the contract.

5. How to Report a Problem

Please contact us as soon as reasonably possible after discovering a problem:

  1. Email us at hi@talesofus.ai
  2. Include:
    • Your order number
    • A brief description of the problem
    • Clear photos showing any visible damage or printing defect, where reasonably possible
  3. Wait for our response — we aim to reply within two business days
  4. Keep the book unless we ask you to return it and provide return instructions

Reporting visible shipping damage within 14 days helps us investigate it with the carrier quickly, but that requested timeframe does not shorten your statutory rights for defective or non-conforming goods.

6. Refund Processing

When a refund is approved:

  • Refunds are processed within 14 days of approval
  • Refunds are issued to the original payment method
  • Original standard shipping costs are refunded where required by law or where the refund is due to our error, damage, or non-conformity
  • For qualifying replacements, we cover reprinting and reshipping

7. Cancellations

Paid orders enter our automated generation process promptly after payment is confirmed, so we cannot promise a cancellation window. If you made a mistake, contact us immediately. If we can still stop the order before substantial generation or print production has begun, we may agree to cancel and refund it. Once processing can no longer be stopped, a change-of-mind cancellation is not available for the personalized book.

This voluntary cancellation process does not affect your statutory rights if we fail to deliver or the book is defective or non-conforming.

8. Legal Guarantee and Statutory Rights

Consumers in the EU have a legal right to free remedies from the seller when goods are defective or do not conform to the contract. EU law provides a legal guarantee of at least two years. Under Dutch law, the period during which a product must conform also depends on how long a consumer may reasonably expect that product to last.

  • These rights apply in addition to this policy and cannot be excluded by it
  • A free repair or replacement is normally the first remedy where appropriate
  • A price reduction or refund may be available where repair or replacement is impossible, disproportionate, or not completed within a reasonable time and without significant inconvenience
  • The seller remains responsible for loss or damage in transit until the order is delivered to you, unless you independently arranged the carrier

These protections include rights under Directive (EU) 2019/771 on contracts for the sale of goods and the applicable provisions of the Dutch Civil Code. Where another applicable mandatory consumer law provides greater protection, that law prevails.

9. Goodwill Exceptions

In addition to statutory remedies, we may offer a refund, replacement, credit, or another solution as a gesture of goodwill after reviewing an individual situation. A goodwill decision is discretionary, does not guarantee the same outcome in another case, and never reduces mandatory consumer rights.

10. Changes to This Policy

We may update this Return Policy from time to time. Changes will be posted on our website with an updated "Last updated" date. Changes do not affect orders placed before the update.

11. Contact Us

For questions about returns, refunds, or cancellations:

  • Email: hi@talesofus.ai
  • Response time: Within two business days
  • Address: talesofus.ai, Elzenhagensingel 1051, 1022 LA Amsterdam, Netherlands

Please include your order number in all correspondence about returns.