Rebel Rio - Refunds, Returns & Cancellations Policy
We want every Rebel Rio book to feel magical when it arrives - so we’ve kept this policy as clear and fair as possible, while also explaining how print-on-demand actually works behind the scenes.
How your Rebel Rio order is made
Every Rebel Rio book is:
Ordered on our website
Sent directly to our printing partner (Lulu.com)
Printed especially for you (nothing is pre-made or held in stock)
Bound, packed, and shipped via tracked courier (UPS)
Because of this process, your book moves quickly into production after you place your order.
When can an order be cancelled?
You can request a cancellation only if your order has not yet entered production.
However, because printing begins quickly, this window can be very short (sometimes just a few hours).
Once your order has been sent to our printing partner and production has started, it can no longer be cancelled or changed.
Why we can’t cancel or refund after production starts
Your book is not sitting on a shelf - it is being created specifically for your order.
Once printing begins:
Paper has been allocated
Printing has started
The book is being physically manufactured
At this point, we are unable to stop or reverse the process.
This is standard for all print-on-demand and personalised products.
Your legal rights (UK law)
Under UK law (Consumer Contracts Regulations 2013, Section 28(3)(a)), personalised and made-to-order items are exempt from the usual 14-day “change of mind” return policy.
This means:
Personalised books cannot be returned or refunded simply because you change your mind after production has started.
If you change your mind quickly
If you contact us very soon after ordering, we’ll always do our best to help.
If production has not started → we may be able to cancel and refund
If production has started → we are unable to cancel the order
We’ll always be transparent with you either way.
Damaged, incorrect or faulty items
We take quality very seriously.
If your book arrives:
Damaged
Incorrect (production error)
Or with a printing issue
Please email us within 7 days of delivery with photos.
We will always offer:
A free replacement, or
A suitable resolution where appropriate
Lost in transit orders
All orders are shipped via UPS tracked delivery with signature required.
If a parcel is confirmed lost by UPS after investigation:
We will reprint and resend your order at no cost
If tracking shows the parcel has been delivered and signed for, it is considered successfully delivered.
Personalisation responsibility
Please double-check all names and details before placing your order.
We cannot offer refunds for:
Spelling mistakes
Incorrect personalisation entered at checkout
Customer input errors
Our promise to you
We know ordering something personal for your child is important.
That’s why we:
Print each book individually with care
Use tracked and signed delivery
Respond quickly to any issues
Always aim to make things right when something goes wrong
Need help?
We’re always here if you have questions:
rebelriobooks@gmail.com