Refund policy
At OurStory Studio, every LoveFlix poster is printed especially for you after you place your order and personalize your design (photo, names and story). Because each piece is made to order, please read this policy carefully.
Returns and exchanges
Because every poster is custom-made just for you, we cannot accept returns or exchanges for change of mind, size choice, or personalization details (photo, names or text) that you reviewed and approved at checkout.
When we will reprint or refund you (100%)
- Your poster arrives damaged during shipping
- There is a printing error that does not match the design you approved
- Your poster has a manufacturing defect
To request a reprint or refund, contact us within 14 days of delivery with clear photos of the poster and the packaging. We aim to reply within 2 business days.
Review your design before you order
Please check the live preview of your photo, names and story carefully before completing your purchase. Once an order goes into production, changes are not possible.
Cancellations
Orders can be cancelled for a full refund only before production begins, which is usually within the first few hours after you order. Please contact us right away. Once production has started, an order cannot be cancelled.
Refund processing
Approved refunds are returned to your original payment method. Depending on your bank, it can take 5 to 10 business days to appear.