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Refund Policy

Last updated: 5/9/2026

Refund Policy

Last updated: 9 May 2026

At Hzaya, every personalized storybook is made with care for one child and one family. Because our books are customized using the child’s name, photo, and selected details, our refund and return rules are different from standard ready-made products.

This policy explains when an order can be changed, cancelled, returned, replaced, or refunded.

Personalized product notice

Most Hzaya books are personalized products made according to the customer’s request and specifications.

Because of this:

  • Personalized books cannot usually be refunded because the product is made specifically for one child.
  • This does not affect your legal rights if the product is defective, damaged, incorrect, or if Hzaya made an error.

Before production starts

You may request a change or cancellation by contacting us as soon as possible after placing the order.

If production has not started:

  • We may cancel the order and issue a refund.
  • Refunds will be processed using the original payment method where possible, unless another method is agreed.

After production starts

Once production has started, the order becomes personalized and cannot usually be cancelled, returned, or refunded.

Production may include:

  • Story customization.
  • Design preparation.
  • Printing.
  • Packaging.
  • Handover to delivery.

If you contact us after production has started, we will review the request and try to help where possible, but approval is not guaranteed.

After printing or shipping

Once the book has been printed or shipped, cancellation is not possible unless:

  • The item is defective.
  • The wrong item was sent.
  • There is a confirmed mistake caused by Hzaya.
  • Applicable law requires otherwise.

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

Please provide:

  • Customer name.
  • Clear photos or videos of the issue.
  • Photo of the packaging, if the order arrived damaged.
  • Short explanation of the issue.

After review, we may offer one of the following:

  • Reprint.
  • Repair or correction where possible.
  • Refund, if replacement or correction is not suitable.

Customer-submitted mistakes

We cannot refund or replace an order for mistakes submitted by the customer, including:

  • Wrong uploaded photo.
  • Wrong delivery address.
  • Wrong dedication message.
  • Wrong language or story selection.
  • Low-quality photo submitted by the customer, where the final result reflects the original photo quality.
  • Late change requests after production has started.

If possible, we may offer a paid reprint or correction at a special support price.

Non-personalized products

If Hzaya sells any non-personalized products, those products may be eligible for return or exchange within the period required by applicable law, provided that:

  • The product is in its original condition.
  • The product is in its original packaging where applicable.
  • Proof of purchase is provided.
  • The product is not excluded by law or hygiene, safety, or quality reasons.

Delivery delays

We do our best to deliver within the estimated timeframe.

If there is a significant delay, we will notify you where possible. If the delay makes the product unsuitable for the purpose of the order, please contact us so we can review the case.

Where required by applicable law, you may be entitled to cancel the affected part of the order and receive a refund for the affected amount.

Return condition

Where a return is approved, the product must be returned in the same condition received unless the reason for return is damage, defect, or error caused by Hzaya.

Returned products may be rejected if:

  • The product was damaged after delivery.
  • Parts of the product or packaging are missing.
  • The return request does not meet this policy or applicable law.

Refund method

Approved refunds will usually be issued through the original payment method, unless another method is agreed.

The time needed for the refund to appear depends on the payment provider, bank, or card issuer.

Shipping and delivery fees

Delivery fees may be non-refundable if the order was already shipped or delivery was attempted, unless the issue was caused by Hzaya or required by law.

If the product is defective, damaged, or incorrect because of Hzaya, we will review delivery costs as part of the resolution.

How to request a refund, replacement, or cancellation

Please contact us through:

  • Email: hello@tryhzaya.com

Include:

  • Customer name.
  • Reason for request.
  • Photos or videos if the item is damaged, defective, or incorrect.

Review time

We aim to review requests as quickly as possible. Some cases may require checking production files, delivery records, payment records, or quality control details.

We may request additional information before approving a refund, replacement, or cancellation.

Important note

This policy does not limit any rights you may have under applicable Kuwaiti consumer protection or digital commerce laws.

If there is any conflict between this policy and mandatory law, the mandatory law will apply.

Refund Policy | Hzaya