Devoluciones y reembolsos
LESARI OÜ
Version: 1.0 Last updated: 27 October 2026
Every LESARI book is made for one child. That shapes what we can and cannot take back — and this page explains exactly where you stand, in plain language.
If anything below is unclear, write to [email protected]. We reply within 48 hours.
In short
| Your situation | What you can do |
|---|---|
| You changed your mind, and production has not started | Cancel free of charge — full refund |
| You changed your mind, and production has started | The order cannot be cancelled, because the book is personalised. See “Why personalised orders are different” |
| Your book arrived damaged, defective, or wrong | We replace it or refund you. You have two years. |
| You made a typo and confirmed it | Write to us anyway — see “If you made a mistake” |
| You bought a digital book and have not downloaded it | 14-day right of withdrawal applies unless you consented to immediate delivery |
| Your order has not arrived | Contact us — after 30 days you may cancel and receive a full refund |
Cancelling before production
Your order goes into production shortly after you place it, but until it does, you can cancel for any reason and receive a full refund, including delivery costs.
Write to [email protected] with your order number as soon as possible. We will tell you straight away whether production has started.
There is no charge and no form to fill in.
Why personalised orders are different
This section describes your rights as a consumer in the EU or EEA. If you're based elsewhere, your own country's law may give you different or additional rights - see "Your statutory rights" below.
Once production has begun, a personalised book cannot be cancelled or returned.
This is not a policy we invented — EU consumer law (Article 16(c) of Directive 2011/83/EU) recognises that goods made to a customer’s own specification are excluded from the usual 14-day right of withdrawal. Your book carries a specific child’s name, a specific dedication and illustrations generated from a specific photograph. It cannot be sold to anyone else or put back into stock.
You are told this before you order, and you confirm it at checkout.
This exclusion applies only to the personalised item. If you bought something non-personalised in the same order — standard packaging or an accessory — that item keeps the full 14-day right of withdrawal, and you can return it using the withdrawal form in our Terms of Service.
If something is wrong with your book
This is the important part, and it is broader than most people expect.
As a consumer in the EU you have a legal guarantee of conformity lasting two years from delivery. If your book does not match what was agreed, you are entitled to have it put right. In the first year, if something is wrong, the law assumes the problem existed at delivery unless we can show otherwise.
If you're a consumer outside the EU or EEA, you may have equivalent or different rights under the law of your own country - see "Your statutory rights" below. The two-year guarantee described here is the EU standard, not a limit on what your own country's law may give you.
Nothing on this page or in our Terms shortens that period.
What counts
- The book arrived damaged, torn, or water-marked
- Pages are missing, misprinted, blank, or bound in the wrong order
- The cover or binding is faulty
- The book is materially different from the order we confirmed — wrong name, wrong dedication, wrong story, wrong language, where the error was ours
- A digital file is corrupted or will not open
How to tell us
Write to [email protected] with:
1. your order number;
2. a short description of the problem;
3. clear photographs showing the issue, where it is something we can see.
We acknowledge every claim within 48 hours and tell you how we propose to fix it within 14 days.
We ask you to contact us within 14 days of noticing a problem so we can resolve it quickly. That is a request, not a deadline — your two-year rights are unaffected if you write later.
What happens next
If the fault is ours, we will normally reprint and reship your book free of charge, including delivery. Where a replacement is not possible or would not be reasonable, you are entitled to a price reduction or a refund. Where the law gives you the choice of remedy, the choice is yours, not ours.
You will not be asked to send the faulty book back at your own cost. In most cases we do not need it returned at all.
What is not a fault
Personalised, AI-illustrated products vary by nature. The following are not defects, provided the book otherwise matches what was described and shown before purchase:
The illustration does not look exactly like my child. Our illustrations are artistic interpretations in the style of the book you chose, not photographic reproductions. Facial features, hair, proportions and colouring are stylised. We show representative examples before purchase so you can judge the style. If the result is so far off that it does not reasonably reflect the photograph supplied, that is a different matter — write to us.
The printed colours differ slightly from my screen. Screens emit light, paper reflects it. Minor colour variation is inherent to printing.
The name or dedication is spelled the way I typed it. We print exactly what you enter and confirm. See below if this happened to you.
The photograph I uploaded was blurred or dark, and the result suffered. We publish image requirements before you upload, and we contact you before production if an image is clearly unusable. Where we did neither, treat this as a fault and write to us.
If you made a mistake
A misspelled name is the most painful kind of error, and technically it is not our fault — you entered and confirmed the text.
Write to us anyway. If production has not started, we will fix it free of charge. If it has, tell us what happened and we will look at what we can do. We would rather find a solution than be right.
Digital books
A digital book is delivered when we make the download available, and we email you when it is ready.
If you asked us to deliver immediately and confirmed at checkout that you understood you would lose your right of withdrawal, that right ends once delivery begins. If you did not give that confirmation, you keep the full 14-day right of withdrawal.
Your download link stays valid for 12 months. If it expires or fails, write to us and we will reissue it free of charge. Digital books carry no copy protection and can be read on any device that opens PDF files.
A corrupted or unopenable file is a fault — see above.
If your order has not arrived
We deliver within the time shown at checkout and in any event within 30 days of your order.
If that passes, write to us. You can set a short additional period for delivery, and if we miss that too, you may cancel and receive a full refund of everything you paid.
If a parcel comes back to us because the address was incomplete or nobody collected it, we will contact you to arrange redelivery. A further delivery charge at cost may apply.
How refunds are paid
Refunds go back to the payment method you used, and we do not charge any fee for processing them.
We issue refunds within 14 days of accepting your claim or your cancellation. How long the money then takes to appear depends on your bank or card issuer — usually between three and ten working days.
If we cannot agree
Write to [email protected] first; most problems are resolved there.
If we cannot resolve it, you may take the matter free of charge to:
- the Consumer Disputes Committee (Tarbijavaidluste komisjon) at the Estonian Consumer Protection and Technical Regulatory Authority, Endla 10a, 10142 Tallinn — www.tarbijakaitse.ee; or
- your national European Consumer Centre (ECC-Net) — www.eccnet.eu — for cross-border disputes within the EU.
The European Commission’s Online Dispute Resolution platform closed on 20 July 2025 and is no longer available.
Using either route does not stop you going to court.
Your statutory rights
Nothing on this page limits the rights you have under the consumer law of your own country. Where your national law gives you more than is described here, your national law applies.
The full legal terms are in our Terms of Service, sections 9 and 10. This page explains them; it does not replace them.
LESARI OÜ Kaupmehe tn 7-120, Kesklinna linnaosa, 10114 Tallinn, Estonia Registry code 17372020 · VAT EE102926260 [email protected] · reply within 48 hours