Refund Policy

We know it's a little different from buying a physical product. Please read on for the full details.

Why Digital Products Are Non-Refundable

Each Herofy story is generated specifically for your child using the details you provided at checkout. Because the story is created and delivered immediately upon purchase, we are not able to “return” it in the way you might return a physical item.

This is consistent with consumer protection regulations for personalised digital goods that are created and delivered on demand. We are not able to offer refunds for:

• Change of mind after purchase
• Dissatisfaction with the story's creative content or style
• Incorrect details entered at checkout (please review your order carefully before paying)
• Stories that have already been successfully downloaded

When We Will Issue a Full Refund

We will issue a full refund if any of the following apply to your order:

• Your story failed to generate due to a technical error on our side
• You were charged but never received a story download link or PDF
• Your PDF arrived corrupted, blank, or otherwise unopenable through no fault of your device or PDF reader
• You were charged more than the amount displayed at checkout

In these cases, please contact us within 7 days of your purchase and we will resolve it promptly.

How to Request a Refund

Email us at hello@herofy.com within 7 days of your purchase. Please include:

• The name you used at checkout
• Your order or receipt number (found in your Stripe payment confirmation email)
• A brief description of the issue

We aim to respond within 2 business days. Approved refunds are processed through Stripe and typically appear in your account within 5–10 business days, depending on your bank or card issuer.

Something Else Not Right?

If something about your order isn't covered here and you feel it isn't right, please get in touch. We're a small team and we take every order seriously. We want you to be happy with your story.

Reach us at hello@herofy.com.