Returns

Returns & Refunds Policy – Genaya Stories

Last updated: August 2025

1) Quick summary

No returns or cancellations for change of mind : our books are personalized (art. L221-28 3° C. conso).
No returns/reprints for slight variations in likeness due to AI generation (see §3 and §9).
We intervene as soon as there is a proven problem : printing defect, order error attributable to Genaya Stories, damaged or lost package.
Solutions : free reprint and resend, or refund if reprinting is impossible/unnecessary.
Contact : hello@genayastories.com or Site form, with your order number and photos if needed.

2) Personalized products: no right of withdrawal

In accordance with Article L221-28 3° of the Consumer Code , the 14-day right of withdrawal does not apply to clearly personalized goods.
After payment, the order immediately goes into production and cannot be modified or cancelled .

3) When can you request assistance, an exchange, or a refund?

We prioritize addressing any situation attributable to Genaya Stories :

Content error compared to the validated personalization (e.g., wrong first name even though the validated preview was correct).
Manufacturing/quality defect (missing pages, major printing defect, defective binding).
Package damaged on arrival (open box, damaged book).
Package lost or never delivered beyond a reasonable timeframe.

The following are not covered :

Errors arising from information provided by the Client (spelling of first name, blurry/inappropriate photo, subjective choice of style).
Slight variations in color/cut/framing due to the printing process, without impact on overall quality.
Normal wear and tear or misuse of the book.
Slight variations in resemblance of the illustrated character compared to the photo provided, inherent to AI generation (these do not constitute a defect and do not entitle the customer to reprint, exchange or refund).

4) How to report a problem?

Please write to us as soon as possible after receipt (and within 48 hours if the package is delivered damaged):

By email: hello@genayastories.com
Or via the contact form on genayastories.com

Please indicate:

Order number, name, email, delivery address;
precise description of the problem;
photos (exterior of the package, carrier label, interior, defect observed, page concerned, etc.).

We will analyze your request quickly and offer you the best solution (reprint/reshipment, or a refund if reprinting is impossible or unnecessary). We will cover the costs associated with reprinting or reshipment due to a proven defect.

5) Package not received, delay or incorrect address

Tracking & Delivery Times : You will receive a tracking number upon shipment. The displayed delivery times are indicative (business days) and include manufacturing + shipping.
Significant delay : if delivery exceeds the estimated date by 30 calendar days , you can cancel the sale (art. L216-2 C. conso) and be reimbursed .
Loss by carrier : as long as you have not taken possession of the package, the risk is ours ; we investigate and remedy (reprint/resend or refund).
Incomplete/incorrect address, non-collection : if the package is returned to the sender, reshipment may be offered at the Customer's expense .

6) Physical exchanges & returns

Standard exchanges : not offered (personalized products).
Returns requested by us : only if necessary for assessment; we will then inform you of the procedures (prepaid label if applicable). No spontaneous returns will be accepted without our prior agreement.

7) Reimbursements: terms and conditions

When a refund is due (proven defect attributable to Genaya Stories, loss/delay entitling the customer to resolution, impossibility of reprinting), it is made to the original means of payment .
Processing begins as soon as your application is validated ; the actual credit may take a few days depending on your bank (at the latest 14 days after agreement).

8) Legal guarantees (unchanged)

You benefit from the legal guarantees :

Conformity (art. L217-3 et seq. C. conso): 2 years from delivery, repair/replacement or, if impossible/disproportionate, refund .
Hidden defects (art. 1641 to 1649 C. civ.): refund of the price against return of the goods, or reduction of the price.
For any inquiries regarding these guarantees, please contact us: hello@genayastories.com .

9) Points to consider regarding personalization

The online preview allows you to check the rendering (first name, avatar, cuddly toy, style).
Slight differences between the digital preview and the printed version (hues, framing) may occur without altering the story or the overall quality.
AI-generated illustrations may differ slightly from the provided photo while remaining accurate. These minor variations are normal and do not entitle the user to a reprint, exchange, or refund.

10) Mediation & Dispute Resolution

If you are still dissatisfied after speaking with our customer service, you can contact a consumer mediator free of charge (e.g., FEVAD Mediator – 60 Rue La Boétie, 75008 Paris – mediateurfevad.fr) or use the European ODR platform: https://ec.europa.eu/consumers/odr .
Applicable law: French law . Jurisdiction according to consumer protection rules.