At a glance

  • Before production starts: full refund.
  • After you approve the characters: partial refund or credit, depending on progress.
  • Finished digital gift: no refund for change of mind, but we fix errors at no cost.
  • Damaged, defective or lost printed gifts: free reprint or refund.

Cancelling before production starts

If you cancel after paying but before we start generating your characters, you will receive a full refund.

Cancelling during production

Once character generation has started, we have already incurred production costs. If you cancel before your gift is completed, we will offer a partial refund or Cerro credit based on how much work has been done. We will tell you the amount before you confirm the cancellation.

Completed digital gifts

Because finished gifts are personalised, we don’t offer refunds for change of mind once a digital gift has been completed.

If something is wrong, we will put it right. This includes:

  • factual mistakes, such as misspelled names or incorrect details you gave us;
  • missing items that your package includes;
  • technical problems that stop the gift from opening or playing.

These corrections are free and do not count against your included revisions. If we can’t fix a problem we caused, you will receive a full or partial refund.

Requests to change style or taste after approval are handled as revisions under your package allowance.

Printed gifts

You approve a proof before anything is printed, so please check names, spelling and pages carefully. We can’t offer refunds for errors that were visible on an approved proof.

If your printed gift arrives damaged, has a printing defect or doesn’t match the approved proof, contact us within 7 days of delivery with photos of the issue and the packaging. We will reprint and resend it at no cost, or refund it if a reprint isn’t possible.

Delivery problems

  • Lost in transit: if tracking shows no progress for an unusually long time and the courier confirms the parcel is lost, we will reprint or refund.
  • Incorrect address: if the address or phone number you provided was wrong or incomplete, a redelivery or reprint may be charged.
  • Failed delivery: if the courier can’t reach the recipient after repeated attempts and the parcel is returned, we will arrange redelivery, which may carry a delivery fee.

How to request a refund or reprint

Email support@cerro.app or message us on WhatsApp with your order number, a short description of the issue and, for printed gifts, photos. We aim to respond within a few business days.

How refunds are paid

Approved refunds are returned to the original payment method in the currency you paid. Depending on your bank and payment provider, funds may take several business days to appear. Cerro is not responsible for exchange-rate differences or bank fees.

Disputes and chargebacks

Please contact us before opening a dispute with your bank — it is usually the fastest way to resolve a problem. We may pause work on a project while a chargeback is open.

Your legal rights

This policy does not affect any rights you have under consumer protection laws in your country.