Last updated: August 2026
Every Plush Pages book is made to order from the Customer's photographs and personalisation choices. On that basis the Estonian Law of Obligations Act, implementing article 16 of Directive 2011/83/EU, excludes these personalised products from the right of withdrawal: the 14-day period does not apply. The Customer expressly accepts this exclusion, via a checkbox, before confirming the order.
This policy sets out, in addition to the terms and conditions of sale, the cases in which a refund remains possible.
After payment, your book is generated and then, once approved, sent to our partner printer. As long as the file has not been sent for printing, you can request cancellation of your order and receive a full refund.
To maximise your chances of cancelling in time, contact us as early as possible after your order (see the "How to request a refund" section).
Once printing has started (file sent to the printer), production can no longer be stopped. A refund requested after this stage cannot halt the print run already under way: the book is produced and then shipped.
This limitation is due to the personalised nature and print-on-demand production of the product. It does not affect your legal guarantees described below.
Your legal guarantees still apply: the legal guarantee of conformity under the Estonian Law of Obligations Act (võlaõigusseadus), implementing Directive (EU) 2019/771, covers any defect existing at delivery and becoming apparent within two years.
In the event of a non-conforming product (printing error, missing pages, obvious quality defect, damaged parcel), the Customer may request the replacement or refund of the product by contacting customer service within 30 days of receipt, enclosing photos of the observed defect.
Send your request by email to contact@plushpages.com, stating your order number and, where applicable, photos of the defect. We respond within 48 business hours.
When a refund is granted, it is made to the payment method used for the order, via our payment provider Stripe. The credit generally appears within 5 to 10 business days depending on your bank.