Refund policy
Your Memories Matter to Us
Each DUO&DUO storybook is lovingly created from your personal photos, memories, and stories. Because every book is uniquely made for you and your companion, we are unable to accept returns or exchanges for personalized products once production has started.
However, we always want you to love the final result. If there is an issue with your order, we are here to help.
1. Reprints for Quality Issues
If your book arrives with:
- Printing defects
- Damaged pages or cover
- Incorrect personalization caused by our mistake
- Missing or incorrect products
please contact us within 7 days of delivery with photos of the issue.
After reviewing your request, we will provide a free replacement or reprint.
2. Refunds
Because each book is uniquely created from your personal story, photos, and memories, we generally do not offer refunds for:
- Change of mind after production begins
- Incorrect information provided by the customer
- Personal preferences regarding the artwork style
- Differences between expectations and the final customized illustration
Before printing, we may contact you if important information needs confirmation to ensure the best possible result.
3. Changes Before Production
We understand that every story is special.
If you need to update your photos, pet information, or story details, please contact us as soon as possible.
Changes can only be accepted before your book enters production.
4. Damaged During Shipping
If your package arrives damaged, please send us:
- Your order number
- Photos of the damaged package
- Photos of the book
within 7 days of delivery.
We will arrange a replacement as soon as possible.
5. Contact Us
Your memories deserve to be preserved beautifully.
If you have any questions about your order, please contact us:
Email: service@duoduo.com
We are always happy to help.