Refund policy
Last updated: 1 October 2026
1. Introduction: Jules Stories is operated by Story Bug Ltd, registered at 124 City Road, London, EC1V 2NX (Company Registration No. 15984855). This Refund Policy explains your rights when cancelling an order, returning a Jules product or cancelling Paid Services. It should be read alongside our Terms and Conditions. If you have any questions about a return, cancellation or refund, please contact us at support@julesstories.com.
2. Pre-Orders: From time to time, Jules may be available to purchase on a pre-order basis. Any product that is not currently in stock will be clearly identified as a pre-order on our website or Parent App. Any dispatch or delivery dates provided for pre-orders are estimates and may change. If you would like to cancel a pre-order before it has been dispatched, please contact us at support@julesstories.com as soon as possible.
Once your Jules device has been delivered, the cancellation and returns rights set out below will apply.
3. Your Right to Change Your Mind – Jules and Other Products: If you purchase Jules or another physical product from us as a consumer, you have 14 days to change your mind and submit a return request. The 14-day period begins on the day after you, or someone you nominate, receives the product. Where an order is delivered in separate parts, the period begins on the day after the final part of the order is delivered.
To request a return, contact us at support@julesstories.com.
We do not accept change-of-mind returns where:
- the product has been damaged or is no longer in its original condition;
- the product was made to your specifications or is clearly personalised; or
After the 14-day change-of-mind period has passed, we do not accept change-of-mind returns.
4. Product Refunds: Provided that the applicable return conditions have been met, we will issue your refund as soon as reasonably possible and, in any event, within 14 days of receiving the returned product. Refunds will normally be made to the original payment method, unless otherwise agreed. We may reduce the amount refunded if the value of the product has been reduced because it has been handled beyond what would reasonably be necessary to inspect it.
5. Faulty or Defective Products: Your statutory rights are not affected by this Refund Policy. If your Jules device or another product is faulty, defective or not as described, you may have rights under the Consumer Rights Act 2015, including the right to request a repair or replacement and, in certain circumstances, a full or partial refund.
Please contact us at support@julesstories.com if you believe your product is faulty.
6. Included Content, Parent App and Paid Services: Your purchase of Jules includes access to the Jules Parent App at no additional charge. The Parent App does not require a paid subscription and remains available whether or not you purchase additional Paid Services. Jules may also include a specified number of interactive learning adventures with your purchase. The number of included adventures applicable to your Jules package will be shown when you place your order.
Once you have used your included adventures, you may choose to purchase additional adventures or other Paid Services through the Parent App or our website.
Jules also includes access to Jules Anywhere, our offline story library, in accordance with the features described on our website.
Details of any Paid Services, including the content included, price, limitations and billing period, will be shown to you before you purchase.
7. Cancelling Paid Services Within 14 Days: You may cancel Paid Services within 14 days of accepting our Terms and Conditions.
Unless you expressly ask us to begin providing the Paid Services during this 14-day cancellation period, we will not begin providing them during that period.
If you ask us to begin providing the Paid Services during the cancellation period:
- if the Paid Services have been fully performed, you may lose your right to cancel them; or
- if they have only been partly provided, you may be required to pay a proportionate amount for the Services supplied up to the point at which you tell us you wish to cancel.
Where you have paid an amount upfront and are entitled to a refund following cancellation, we will issue the applicable refund within 14 days of you telling us that you have changed your mind, less any proportionate amount payable for Services already provided.
8. Cancelling Recurring Paid Services
Where a Paid Service is sold on a recurring basis, it will continue for the subscription period selected when you purchase it and will automatically renew at the end of that period unless cancelled.
You may cancel a recurring Paid Service through your Account.
Unless your statutory cancellation rights apply, cancellation will take effect at the end of your current subscription period. You will continue to have access to the Paid Service until that date and will remain responsible for any fees due for the current subscription period.
If you have an annual subscription, we will provide a renewal reminder at least 30 days before renewal. If you have a monthly subscription, we will provide a renewal reminder at least 14 days before renewal.
9. How to Request a Cancellation or Refund
To request a return, cancellation or refund, please contact:
Story Bug Ltd
124 City Road
London
EC1V 2NX
Email: support@julesstories.com
Please include enough information for us to identify your order or Account and explain whether you are requesting a product return, cancellation of Paid Services or reporting a faulty product.
Nothing in this Refund Policy affects your statutory rights.