Refund policy



Last updated: 08 September 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, we will send you the complete personalized PDF within 24 hours. The 12-hour review window begins when the email containing the PDF is sent.

During this window, you may report clear text errors or visible generation mistakes, or cancel the physical edition, by emailing hello@herobyname.com with your order number.

If you cancel during the 12-hour review window, the physical edition will not be printed. Because the complete personalized PDF has already been supplied, we will retain the PDF-only price and the price of any paid personalization add-ons included in the delivered PDF, based on the prices shown when the order was placed. The remaining balance will be refunded to your original payment method.

If we receive no correction or cancellation request within the 12-hour review window, the order is considered approved and enters production. Once production begins, the physical edition can no longer be cancelled or refunded.

Eligible refunds will be issued within 5 business days.

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

If you purchase a digital-only product, it is supplied electronically after payment.

PDF-only orders: immediately after payment is confirmed, the automated creation and supply of your personalized PDF begins. The final PDF file will be delivered by email within 24 hours after payment.

Before completing your order, you are required to expressly request that performance begin immediately, before the statutory withdrawal period expires, and to acknowledge that you lose your right of withdrawal once performance begins.

Because each PDF is created specifically from the personalization details you provide and its automated creation begins immediately after payment, a PDF-only order cannot be cancelled or refunded from the moment payment is confirmed and performance begins.

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

This section does not affect your mandatory consumer rights if the digital content is defective, does not conform to the contract, or is not delivered as agreed.

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 following 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 5 business days after approval.

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