Start with a message
Send your request to support@cololoom.com. Include your checkout email, book reference or receipt, and a description of the issue. Please do not send card details.
Missing or unusable content
If paid content has not been provided, you cannot access your purchased book, or a technical defect makes it unusable, contact us. We will review the order and work toward a remedy, which may include restoring access, correcting the issue or refunding the affected purchase as appropriate and required by law.
Duplicate or incorrect charges
If you believe the same order was charged twice or you were charged the wrong amount, send us the relevant receipt references. We will investigate the payment records and correct verified billing errors.
EU consumer right of withdrawal
If you are an EU consumer purchasing online, you generally have 14 days from conclusion of the contract to withdraw without giving a reason, subject to the applicable legal conditions and exceptions.
For digital content or services, loss of that right depends on the applicable rules, including any required prior express consent, acknowledgement and contract confirmation. Starting generation or accepting general terms alone does not automatically mean that you have waived your right.
To exercise an applicable withdrawal right, send a clear statement to support@cololoom.com identifying your order and saying that you wish to withdraw. A message such as “I wish to withdraw from my purchase of [book reference], ordered on [date]” is sufficient to explain your request; no special form is required.
Where withdrawal applies, reimbursement will be made within the period required by law, generally within 14 days after we are informed of the withdrawal. Any lawful deduction for services already supplied must meet the applicable consent and information requirements.
Other cancellation requests
You can leave before completing payment without buying a book. After payment, personalized generation may already be in progress. If you wish to cancel, or are dissatisfied with an artistic result, contact support so the circumstances can be reviewed.
We do not offer an unconditional satisfaction guarantee beyond your statutory rights. This does not limit a cancellation or refund right you have under applicable law.
How approved refunds are returned
Approved refunds are normally sent through Stripe to the original payment method. Your bank or payment provider controls how long the credit takes to appear. Contact support if you need an update on an approved refund.
Your consumer rights
These arrangements do not override mandatory consumer rights, including rights relating to digital content, non-delivery or faulty services. Nothing on this page means that all digital purchases are automatically non-refundable.
No physical returns
ColoLoom sells digital content. There is no physical item to post back. See our Digital delivery policy for how your content is provided.