Refund Policy
Last updated: September 12, 2026
This policy covers the printed hardcover photo books you order inside the OriKone app and pay for through Stripe. It explains when an order can be canceled, when we replace or refund an order, and how refunds are issued.
This policy does not cover the OriKone Premium subscription. Subscriptions are billed by Apple through the App Store, and any subscription refund is handled by Apple. See Section 7 below.
1. Each book is made to order
Every OriKone book is printed on demand. When you place an order, your book is composed from your child's moments and sent to our print partner to be printed just for you. Production usually begins within a short time of your purchase.
Because each book is personalized and printed specifically for you, it cannot be resold or restocked. For that reason we are not able to offer change-of-mind refunds once a book has been sent to the printer.
2. Canceling an order
You can request to cancel an order only before it has been sent to the printer. This window is short, often just a few minutes after you order, because production starts automatically.
- If you need to cancel, email us at support@orikoneapp.com right away with your order number.
- You can see your order's progress in the app. While it still shows that it has not yet been sent to the printer, we can usually cancel it and refund you in full.
- Once your order shows that it has been sent to the printer or is printing, it can no longer be canceled.
3. Problems with your order
We stand behind every book. If your order arrives with a problem that is our fault or the printer's fault, we will make it right at no cost to you. This includes a book that is:
- Damaged in transit
- Misprinted, misbound, or missing pages
- Materially different from what you approved and ordered
- Never delivered (lost in shipping)
For any of these, email support@orikoneapp.com within 14 days of the delivery date (or the expected delivery date, if it never arrived) with your order number and, for damage or a print defect, a photo or two of the problem. We will send a free replacement or issue a refund, whichever you prefer.
4. What is not eligible
Because the book is a personalized, made-to-order product, the following are not eligible for a refund:
- Change of mind after the book has been sent to the printer
- Small, expected variations inherent to printing, such as slight differences in color or trim between one print run and another
- The content of the book itself, which you review and confirm in the app before ordering
- Delivery delays caused by the carrier, an incorrect or incomplete shipping address you entered, or a failed delivery attempt. If your address was entered incorrectly, contact us and we will help where we can, though we cannot guarantee a refund once the book has shipped.
5. Shipping
Printed books ship within the United States only. Because each book is made to order, please allow time for both production and shipping. You can track your order's status in the app, and once it ships we show a carrier tracking link where available.
6. How refunds are issued
When a refund is approved, it is returned to your original payment method through Stripe, our payment processor. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer. We do not store your card details; Stripe handles all payment and refund processing.
7. Subscriptions are separate
The OriKone Premium subscription is billed by Apple through the App Store, not by us. We cannot issue subscription refunds. To request one, use Apple's process at reportaproblem.apple.com or through your device's App Store account settings.
8. Contact
For any question about an order, cancellation, replacement, or refund, email support@orikoneapp.com and include your order number. We aim to respond within a few business days.