Refund & Returns Policy

Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy applies in addition to those rights and never in place of them.

Change of mind

We do not offer refunds or exchanges for change of mind, for ordering the wrong format, or for a book not meeting personal expectations of the story. This does not affect your rights above.

Printed books

If a printed copy arrives damaged, misprinted, incomplete, defective, different from its description or is the wrong item, you are entitled to a repair, replacement or refund. Where the failure is major, you choose between a refund and a replacement.

We pay the cost of returning a faulty item. Please do not discard a faulty item before contacting us; a photograph is usually enough to resolve a claim.

eBooks and digital products

If a digital product is faulty, corrupted, inaccessible, incorrectly supplied or not as described, you are entitled to a remedy — normally a working file or a full refund.

Because a digital file cannot be returned, we do not refund a downloaded eBook simply because you changed your mind. Before you download, you can cancel a digital order at any time for a full refund.

If a download link fails, request a new one from your account library or contact us.

How to make a claim

Write to Katrin-Odish@outlook.com with your order number. Describe the problem and attach a photograph for a damaged or incorrect printed item.

We acknowledge claims promptly and aim to resolve them within 10 business days. Each claim is recorded with an outcome: damaged, defective, incorrect item, inaccessible digital product, refund approved, refund denied or replacement sent. If a claim is denied we explain why in writing.

How refunds are paid

Approved refunds are returned to the original payment method in Australian Dollars, usually within 5–10 business days depending on your bank or card issuer. We do not charge a restocking or handling fee.

If you are not satisfied

If we cannot resolve your claim, you can seek assistance from the Australian Competition and Consumer Commission (accc.gov.au) or your state or territory consumer protection agency, such as NSW Fair Trading.