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Refund & Withdrawal Policy

Last updated: 20 October 2026

This policy forms part of our Terms of Sale. "We" means TOP SCHETOVODSTVO EOOD, which sells MagiaStoria products, 1 Pleven Str., Sofia, Bulgaria, UIC 201665695.

In short

  • Personalized adventures are made especially for you. Once we start preparing your adventure, you cannot cancel it and there are no refunds for change of mind.
  • If we got something wrong, we fix it free of charge. This covers a file that doesn't arrive, won't open, has missing pages or contains our own mistake. If we can't fix it, you get your money back.
  • Contact us before you contact your bank. Write to support@magiastoria.com. Most problems are solved within a day.

1. Why personalized products cannot be returned

Every personalized adventure is digital content created to order from the details you give us. It is not supplied on a physical medium.

At checkout you expressly request that we start preparing and supplying your adventure immediately, before the 14-day withdrawal period ends. You also acknowledge that you lose your right of withdrawal once we begin. Under EU consumer law (Article 16(m) of Directive 2011/83/EU; in Bulgaria, Article 57, point 13 of the Consumer Protection Act) and equivalent laws elsewhere, you no longer have a right of withdrawal once performance has begun. We confirm your request and acknowledgement in your purchase confirmation.

Performance begins when we start preparing your adventure, which is normally straight after your order. For instant (non-personalized) products, performance begins when your download link is made available.

2. Cancelling before we start

If you are a consumer in the EU, the EEA or the UK and we have not yet started preparing your adventure, you may withdraw from the contract within 14 days of the date of the contract. To do so, tell us clearly before we start, in one of these ways:

  • online, using our withdrawal form;
  • by email to support@magiastoria.com, using the model form at the end of this policy or any other clear statement.

We will confirm receipt of your withdrawal by email without undue delay. If you withdrew in time, we will refund the full amount you paid within 14 days of receiving your notice, using your original payment method and at no cost to you.

Once we have started preparing your adventure, a withdrawal is no longer possible. If we receive your notice after we have started, we will tell you so.

Customers outside the EU, the EEA and the UK have no right of withdrawal for our digital products, except where their local law requires one. All sales are final once the order is placed.

3. What we do not refund

Subject to your statutory rights for faulty files (section 4), we do not give refunds, credits or exchanges if:

  • you changed your mind, or no longer need or want the adventure;
  • you did not read the product description, the age guidance or the requirements before buying;
  • you gave us wrong details (for example, a misspelt name or a wrong email address) and we made the adventure correctly from them. We will resend files to a corrected email address;
  • your child found the adventure too easy, too hard or not to their taste;
  • you ordered too late for a particular date or event;
  • the problem is caused by your device, software, printer, paper or print settings;
  • you have downloaded, printed or used the product and are otherwise satisfied that it works;
  • you breached the licence in our Terms of Sale.

Duplicate orders: if you accidentally bought the same personalized product twice with identical details, tell us within 7 days and we will refund the duplicate.

4. Faulty files and our mistakes

Tell us if:

  • you have not received your file within the delivery time stated in our Terms of Sale;
  • the file is corrupted, cannot be opened or has missing pages;
  • the personalization contains a mistake that we made;
  • the product is materially different from its description.

What we do:

  1. We fix it first. We send you a corrected file or resend it, free of charge, normally within 2 business days.
  2. If we cannot fix it, or the fix fails, we give you a price reduction or a full refund. For consumers in the EU, the EEA and the UK, this is in line with your statutory rights. A full refund is not available if the problem is only minor.

To help us find the cause, we may ask for a screenshot, the name of your PDF reader and printer, or the result of opening a test file (see section 12 of the Terms of Sale).

Please report problems promptly. Customers outside the EU, the EEA and the UK must report problems within 14 days of delivery.

5. How to contact us

Email support@magiastoria.com, or use our contact form at index.html#/contact. Please include:

  • your order number;
  • the email address you used at checkout;
  • what is wrong, with a screenshot if possible.

We aim to reply within 2 business days.

6. How refunds are paid

Approved refunds are paid to the original payment method. We send them within 14 days of the approval, or within 14 days of receiving a valid withdrawal notice. Your bank may take a few more days to show the refund. We are not responsible for differences caused by your bank's currency conversion.

Once a refund is issued, your licence to use the product ends and you must delete all copies.

7. Payment disputes

If you open a chargeback or payment dispute without contacting us first, we will contest it as described in section 14 of the Terms of Sale. This includes providing your checkout confirmations and our delivery records. This does not affect your right to dispute a payment you did not authorize.

8. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract, and only before we have started preparing your adventure.

To: TOP SCHETOVODSTVO EOOD (MagiaStoria), 1 Pleven Str., Sofia, Bulgaria, support@magiastoria.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following digital content: ______________________

Ordered on (*): ______________ · Order number: ______________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Email address used for the order: ______________________

Signature of consumer(s) (only if this form is sent on paper): ______________

Date: ______________

(*) Delete as appropriate.