Guarantee and complaints

1. You know what you're buying

You see the cover for free first, and only pay if you like it. Every illustration goes through our quality check before you see the book. And before we print a hardcover, you can read and adjust the whole book in the editor and approve it for printing. That way you know exactly what ends up on paper.

2. Guarantee on your hardcover

Did your hardcover arrive damaged, or does it have a printing error? Think of missing or duplicate pages, stains, a crooked cover or a spine that comes loose. Then email us with photos, and we'll look for a suitable solution.

Let us know within 14 days of receiving it. Section 7 explains how to report it.

3. Does your book fall apart later on?

A book gets held, read aloud and taken to bed. That's what it's made for, and it wears in the process. Damage from use isn't covered by the guarantee, such as a cover that has been pulled at, torn or chewed pages, or a book that has been left too long in the sun or in a damp room.

Does the spine still come loose or do pages fall out, and do you think it's down to the book itself? Then email us with photos. We'll review your report and look for a suitable solution.

4. Guarantee on your eBook

If an illustration isn't right, redraw it in the editor first. You can have it redrawn a few times there for free. If that doesn't work, or a page is missing or your book won't open, let us know and we'll look for a suitable solution.

By an illustration that really isn't right, we mean for example a character with an extra arm, or a picture that doesn't match what the page says. An illustration that is right, but that you would have liked differently, isn't covered.

5. What the guarantee doesn't cover

Not sure whether something is covered? Just email us, we're always happy to take a look with you.

It doesn't cover:

• a typo, a name or an illustration that you approved for printing yourself;
• a story or illustration that is right, but that you'd have liked differently in hindsight;
• small differences in how the AI draws, such as a hairstyle that falls slightly differently (see section 4 of the terms);
• colours that look a little different on paper than on your screen;
• damage from use or an accident, such as a torn page, a drawing in the book or a book that got wet, and ordinary wear such as creases or worn corners.

6. Your statutory rights

Your statutory rights as a consumer always apply. Nothing on this page limits them.

In the first year after delivery, we assume that a defect was already there at delivery (in some countries this applies for longer). After that, we may ask you to show that it's a defect in the book and not damage from use.

7. How to make a claim

Email us at hi@mifolo.com or send a WhatsApp message to +31 85 109 1444. We're available every day from 8:00 to 21:00. You'll hear from us within one working day at the latest.

Please include:

• the email address you ordered with and the title of your book;
• clear photos of what's wrong, and for a damaged parcel also of the packaging and the shipping label. Please keep the packaging until we've handled your report.

8. How we assess a report

We take every report seriously and look at it ourselves, based on your photos. Case by case, we assess whether something is wrong with the book and what a suitable solution is. Not every report leads to a solution: that depends on what's going on.

The following applies:

• we may ask for extra photos, for example of the book next to a note with your name and today's date;
• sometimes we ask you to send the book back; we pay the shipping costs;
• in cases of misuse, such as photos that aren't of your book, or damage from use reported as a printing error, we decline the report.

9. Making a complaint

Unhappy about something, even if it isn't about your book? Email us at hi@mifolo.com or send a WhatsApp message to +31 85 109 1444 and tell us what happened. We're available every day from 8:00 to 21:00. We aim to sort it out within an hour, and you'll hear from us within one working day at the latest.

If we can't resolve it together, you can go to court. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board. That never limits your right to go to court.

10. Who gives the guarantee

This guarantee is given by us: Mifolo, Gentiaanstraat 23, 9731 BN Groningen, the Netherlands. It applies to every book you buy from us.