Refund and Cancellation Policy
Last updated: 2026-10-16
Every Bookulus book and cartoon is made to order for one named child. This policy explains when you can cancel an order, when you are entitled to a refund, and how to ask for one. It forms part of our Terms and Conditions.
Cancelling before you pay
Nothing is charged until you complete payment on our payment provider's page. If you change your mind before then, simply close the page — no order is placed.
Cancelling after you pay
Production starts automatically as soon as your payment is confirmed. Because each book and cartoon is made to your specification for a particular child and supplied digitally, the fourteen-day right of withdrawal from a distance contract does not apply once production has begun. You agree to this when you confirm the order.
If production has not started — for example because of a technical fault on our side — you can cancel and we will refund you in full.
When you are entitled to a refund
You were charged, but your book or cartoon was not delivered and we cannot deliver it within 24 hours of payment.
You were charged more than once for the same order.
What you received is corrupted, incomplete or clearly not what you ordered, and remaking it does not put it right.
Report a problem within 14 days of delivery. We first remake the book or cartoon free of charge; if that does not fix it, we refund you in full.
When a refund is not available
Once production has begun we cannot refund an order because you have changed your mind, no longer need it, or find that the stylised character is not an exact portrait — the likeness is always an artistic approximation, as described before purchase.
If you notice a mistake in the details you gave us (for example a misspelt name), contact us and we will do our best to correct it.
How to request a cancellation or refund
Email zuka.jayeli@gmail.com, or call or WhatsApp +995 595 53 11 11. Include the email address of your account, the order number if you have it (it is shown after payment) and a short description of the problem.
We reply within three working days and tell you whether the refund is approved.
How refunds are paid
Approved refunds are returned to the same card or wallet you paid with, through our payment provider Flitt, in the same currency.
We start the refund within three working days of approving it. Your bank usually shows it within five to ten working days; the exact time depends on your bank.
We do not refund in cash or to a different card.
Disputing a payment with your bank
If something is wrong with a payment, please contact us first — we can usually put it right faster than a dispute through your bank.