Print, cancellation and reprint policy
Version print-policy-2026-09. Subject to final legal review. The version you accept is saved with your order.
1. Before printing begins
You may cancel for a full refund until your order reaches “Being printed”. Cancellation is not guaranteed once the printer has accepted the order.
2. Personalized books
After printing begins, books are personalized and can’t be returned or exchanged for a change of mind.
3. Errors in your approved proof
You’re responsible for spelling, selection, order and crops visible in the proof you approved. We don’t offer a free reprint for those, though support may offer a discounted reorder.
4. Our error or the printer’s
If the delivered book differs materially from your approved proof, you can choose a free corrected reprint or, when a correction isn’t reasonably possible, a full refund.
5. Damage or manufacturing defects
Email hello@first24.io within 14 calendar days of delivery with your order number and photos of the problem (not of children). We’ll send one free replacement. If a replacement isn’t available, we’ll refund the affected book and its standard shipping.
6. Lost shipments
We investigate when tracking is materially overdue, and replace or refund once the carrier confirms the loss or its investigation window ends. You won’t be left to handle a carrier claim alone.
7. Wrong or undeliverable address
You can safely correct an address before printing or shipping. After dispatch, reshipping caused by an address you approved may be charged at actual cost. We never change an address based only on an email.
8. QR defects
A QR printed incorrectly, or that doesn’t match the approved production file, qualifies for a free replacement. A QR you later revoke or restrict in Aura isn’t a print defect.
9. Refund timing
Refund status appears on your order page. Bank posting times vary and we can’t promise an exact date.
Shipping is available to US addresses. Shipping and applicable tax are charged in addition to the book price.