Widerrufsrecht

Return & Refund Policy

Last updated: August 16, 2026

At Rasmoon, every personalized book is created especially for your child. We carefully review and produce each order, and we want you to be completely satisfied with your purchase.

1. Personalized Products

Because personalized books are made specifically for you using details such as your child’s name, selected language, and uploaded photo, they cannot normally be returned or exchanged due to a change of mind.

This includes:

Incorrect names, photos, or information submitted by the customer.
Choosing the wrong language, design, size, or product.
Changes of mind after personalization or production has begun.

Please review all personalization details carefully before completing your order.

2. Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives.

Arrives damaged.
Contains a printing or production defect.
Is different from the product you ordered.
Contains an error caused by Rasmoon.
Is lost during delivery.

Email us at support@rasmoon.com and include:

Your order number.
A description of the issue.
Clear photographs showing the problem.
A photograph of the shipping package, if it was damaged.

After reviewing your request, we may offer a free replacement, correction, or refund, depending on the circumstances.

3. Eligible Non-Personalized Returns

If you purchase a non-personalized product, you may request a return within 30 days of receiving it.

To qualify for a return, the product must be:

Unused and in its original condition.
Returned with its original packaging and accessories.
Accompanied by a receipt or proof of purchase.

To request a return, contact support@rasmoon.com before sending the product.

If your request is approved, we will provide the correct return address and return instructions. Products sent without prior approval may not be accepted.

4. Return Shipping Costs

If the product is damaged, defective, or incorrect because of an error by Rasmoon, we will cover the reasonable return or replacement shipping costs.

For an eligible change-of-mind return of a non-personalized product, the customer is responsible for the return shipping costs unless otherwise agreed.

Original shipping charges are not refundable unless the product was damaged, defective, incorrect, or the law requires otherwise.

5. Order Changes and Cancellations

If you need to change or cancel your order, contact us immediately at support@rasmoon.com.

We will do our best to help, but changes and cancellations are not guaranteed after personalization or production has started.

Once a personalized order has entered production, it may no longer be cancelled or modified.

6. Exchanges

Personalized products cannot be exchanged because of a change of mind or customer-submitted personalization errors.

If Rasmoon made an error or the product arrived damaged or defective, please contact us so we can arrange a suitable replacement or another appropriate solution.

For eligible non-personalized products, the fastest way to receive a different item is to return the original product and place a new order after the return has been approved.

7. Refunds

We will notify you after receiving and reviewing your return or supporting evidence.

If your refund is approved, it will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@rasmoon.com.

8. European Union Customers

Customers in the European Union generally have a 14-day right of withdrawal for eligible distance purchases.

However, this right generally does not apply to products made according to the customer’s specifications or clearly personalized products, including personalized books created with a child’s name, photograph, language, or other individual details.

This exclusion does not affect your legal rights if a product is faulty, damaged, incorrect, or not as described.

9. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

10. Contact Us

For questions about returns, replacements, cancellations, or refunds, contact:

Rasmoon Customer Support
Email: support@rasmoon.com

Please include your order number whenever possible so we can assist you quickly.