Refunds, returns, and exchanges are a normal part of any business. Not every product is a perfect match for every customer. In a perfect world these misalignments would be settled prior to a purchase being made but this world and its people are far from perfect. Whether it was a misunderstanding, the wrong link was clicked, or there was a shipping issue resulting in the wrong product being sent, or even damage during shipping, we’d like to make all of our customers as happy as possible.
Below you’ll find various factors of the returns, refunds, and exchanges process. Please review them to find the best scenario that matches your issue and proceed accordingly. Additionally, if your unique situation isn’t presented, or you disagree with how we handle it, you may always contact us via publisher@eldarlandspublishing.com for a living person to review your issue and communicate with you. We can’t promise each and every situation is going to be resolved 100% to your liking, but we’ll do our best to make it so.
Overview
As a small business, we have to be extremely careful with how we process and handle returns, refunds, and exchanges. Our printed products are priced as low as the printers will allow us to make them, and therefore a single refund results in the loss of profit for three additional sales. We have a little more leniency with our digital products but we all know once something hits the internet, it’s there forever. Without a dedicated dashboard where your digital products are used exclusively, we have no way to regulate or keep digital products from being transferred or sent to additional places, which makes returning them pointless.
Due to the nature of our business we do not accept returns period. Printed books can be too easily damaged. The cost of return shipping verse the potential for a book that will simply be destroyed is not efficient. We ask that any printed book involved in a refund or exchange claim have its front cover torn off and the book itself destroyed once the claim process is concluded.
While we do not accept returns, we’re open to issuing a refund or exchanging a product under certain circumstances, particularly those outside the buyer’s control such as shipping damage, the wrong product being sent, or mix-ups from the printer. Other circumstances can qualify for a refund or exchange, but these are reviewed on a case by case basis.
Time Limits
NO refunds, returns, or exchanges will be issued for any product, print or digital, in which a claim process has not been started within 7 days following the original purchase date as shown by our records and confirmed by your receipt. We understand products are not always used immediately upon purchase, but we cannot make exception to this rule. Piracy is a major threat to all aspects of the entertainment industry and we cannot afford to extend this window any longer than listed.
We strongly advise our customers to look through any products purchased from us to confirm it’s what your ordered, what you intended to purchase, and is in good condition as soon as received. Anything outside this 7 day window will not be considered for reimbursement, replacement, or exchange.
Filing a Claim
To file a claim please email us at publisher@eldarlandspublishing.com. We’ll require a receipt or proof of purchase, including the order number and date of purchase. Also, be sure to include any pictures showing damage or incorrect products sent, or any element you believe will better help us to make a decision in your favor.
Please also include your desired outcome, whether you’d like a refund, replacement, or exchange. While we cannot promise to honor your wishes, we’ll take your desires into consideration and do what we can to keep all parties happy.
Please do not return your purchase to sender. Many of our products are print on demand and come directly from the printer. Additionally, only products ordered directly from us will be considered for reimbursement, replacement, or exchange. We distribute through a wide array of websites and cannot honor orders placed elsewhere. For that, you’ll need to consult the entity from which you purchased the product.
Upon receiving the claim, we’ll consider the circumstances and make a decision. We’ll send you an email within 3 days, notifying you of our decision and how we plan to proceed.
If a refund is approved, we’ll issue an automatic credit to the original method of payment. It may take a few days for this to process, but shouldn’t be any longer than 2-3 business days.
If a replacement or exchange is issued, we’ll ship the new item as soon as possible, providing you with a tracking number. Shipping times can vary, especially these days. We ask for patience in this regard.
Missing or Late Refund
If you’ve been granted a refund and haven’t received it within a week, first check your bank account again. Sometimes funds go into a pending status and require a few days before they’re released to you.
If your bank isn’t showing the credit, check with your credit card company or the entity with which you made the original purchase through. It may take some time before your refund is officially posted.
If all other parties do not show your refund received, and you still haven’t received your refund, please contact us at publisher@eldarlandspublishing.com.
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded.
Sale items include any product discounted for a limited time on our website, or items sold directly by our authors at book signings or appearances.
Need Help?
Contact us at publisher@eldarlandspublishing.com for questions related to refunds, returns or exchanges.