Refund policy



Last updated: 03 February 2026

For claims related to delivery damage, we require prompt notification so that we can file courier claims and protect both you and us.

1.  Made‑to‑order books – no statutory right of withdrawal

Under Article 16(c) of the EU Consumer Rights Directive 2011/83/EU (implemented in Latvia by PTAL §12 (6) 3)), the 14-day “cooling-off” period does not apply to goods made to the consumer’s specifications or clearly personalised. Each HeroByName book is printed individually using the name, text and/or photo you provide, and therefore falls under this exemption.

2. Approval window before printing (physical books)

We want you to feel confident before your book goes to print.

After payment for a physical book, you will receive a free PDF preview within 24 hours. The 12-hour review window begins at the time the PDF preview email is sent to you.

During this window, you may request changes or cancel the order by emailing hello@herobyname.com with your order number and your request.

If no changes or cancellation request is received within this 12-hour review window, the order is considered approved and enters production. Once production begins, the order can no longer be cancelled or refunded.

To request changes or cancellation, email hello@herobyname.com
 with your order number and the request. If eligible, we will confirm and issue a full refund within 5 business days.

3. Digital product (PDF-only and/or Audiobooks)

If you purchase a digital-only product (such as a PDF-only book or an audiobook, when available), the digital file is delivered electronically after payment.

PDF-only orders: the final PDF file is delivered within 24 hours after payment.

Audiobooks (when available): delivery details will be shown on the product page and at checkout.

Digital-only purchases are non-refundable once the digital content has been delivered or access has been provided.

4. Quality guarantee & replacements

If your book arrives:

  • mis‑printed, cropped, or otherwise produced with a clear manufacturing defect.

  • damaged during delivery:

    • must be reported within 3 calendar days of receipt, with clear photos showing both the outer packaging and the book itself. Ideally before unboxing.

    • Damage must be consistent with transit handling.

    • Damage caused after delivery or by misuse is not covered.

  • if the book content does not match the details you provided (e.g. name, gender, language, size)

you are entitled to a free reprint or a full refund at our expense.

Delivery damage claims must be reported within 3 calendar days of receipt, with clear photos showing both the outer packaging and the book itself (ideally before unboxing). Damage must be consistent with transit handling. Damage caused after delivery or by misuse is not covered.

5.  Items not eligible for return or refund

  • Personalised books printed correctly according to the selected product (size, language, layout) and the details you provided.

  • Claims reported more than 14 days after delivery (except transit damage, which must be reported within 3 days).

  • Normal wear and tear or damage caused by misuse.

6.  Return shipping (defective items only)

If we require the defective item to be sent back, we will email you a pre-paid Latvijas Pasts return label. Returns sent without our label will not be reimbursed.

7.  Lost parcels

If tracking shows no movement for 30 calendar days (EU) or 45 calendar days (rest of world), contact us and we will arrange a free replacement.

8.  How to claim

  • Report the issue by emailing hello@herobyname.com within the required timeframe:

    • Within 3 calendar days of delivery for transit damage (delivery-related damage).

    • Within 14 calendar days of delivery for all other covered issues, such as manufacturing defects (mis-printing, cropping, production flaws) or incorrect order details (e.g., name, gender, language, size not matching your order).

    • or lost parcels, contact us once the timeframes in section 7 have passed (30 days EU / 45 days rest of world without tracking movement).

  • Include the follofing information to your report:

    • order number

    • date of purchase

    • reason and/or short explanation

    • clear photos showing the defect and/or packaging (where relevant)

  • We will reply within 3 business days with next steps.

    • If a reprint is chosen, you will receive a new tracking number once dispatched.

    • If a refund is chosen, the amount will be credited to your original payment method within 7 business days after approval.


Thank you for choosing HeroByName – we’ll make sure your custom book arrives exactly as your hero deserves!