Refund and Returns Policy
Effective 23 March 2026
Almia (ABN 25 380 435 979) is based in Sydney, New South Wales, Australia.
1. Your Rights Under Law
Our books come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If you are purchasing from New Zealand, the Consumer Guarantees Act 1993 (NZ) also applies. Nothing in this policy limits or excludes your statutory rights. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. Defective, Damaged or Incorrect Books
If your book arrives with any of the following issues, you are entitled to a remedy: • Physical damage (torn pages, damaged cover, water damage, binding failure). • Significant print defects (missing pages, blank pages, severely misaligned or blurred printing). • Content in the printed book that does not match what you previewed and approved (wrong child name, missing illustrations, or substantially different content from what was shown at checkout). To request a remedy: Contact us within 14 days of delivery via the chat bubble in the corner of almia.com.au. Send us your order number and photographs of the issue. We will assess the problem and respond within 5 business days. For major failures: You choose whether you’d like a replacement book or a full refund (including shipping costs). For minor issues: We will provide a replacement book at no additional cost.
3. Personalised Products and Change of Mind
Before purchasing, you are given the opportunity to preview all AI-generated illustrations in your book. You may regenerate any individual illustration if you are not satisfied with it. Payment is only taken after you have reviewed and approved the final content. Because each Almia book is custom-made to your specifications and approved by you before purchase, we do not offer refunds or returns for change of mind. This includes situations where: • You change your mind about the purchase after approving and paying for your book. • You are not satisfied with the AI-generated illustration style, having already previewed and approved the illustrations before purchase. • You provided incorrect information during ordering (for example, a misspelled name or wrong age). • You no longer want the book after placing your order. This exclusion does not apply where the printed book fails to meet a consumer guarantee. If the printed book does not match the content you approved, or is not of acceptable quality, your statutory rights apply regardless.
4. Cancellations
Orders cannot be cancelled once payment is processed. Every Almia book is custom-made to your specifications and is sent to our print partner for production at the moment of checkout, so there is no post-purchase cancellation window. Before payment, you are given the opportunity to preview every illustration in the book and to regenerate individual illustrations before approving the final content. Payment is only taken after you have approved the book as presented. This does not affect your statutory rights under Section 1 or your remedies for defective, damaged, or incorrect books under Section 2.
5. Shipping Issues
If your book has not arrived within 15 business days of the shipping confirmation email (Australia) or 25 business days (New Zealand), please contact us. We will investigate with our shipping partner and, where appropriate, send a replacement or issue a refund. If you provided an incorrect shipping address, we will make reasonable efforts to redirect the delivery. Additional shipping charges may apply if a second dispatch is required due to an address error.
6. How Refunds Are Processed
Refunds are processed to the original payment method. Please allow up to 10 business days for the refund to appear on your statement after approval.
7. Contact Us
For any questions about returns, refunds, or your consumer rights, please use the chat bubble in the corner of almia.com.au. Our team reviews every session and aims to resolve all queries within 5 business days.