Refund policy

Damages and Issues
We strive to ensure every order is delivered in perfect condition. If your order arrives defective, damaged, or incorrect, please contact us at hello@HeartBooksHQ.com within 7 days of receipt. Be sure to include your order number as well as photos of the damaged or incorrect items and a photo of your packing slip. We will promptly evaluate the issue and work to resolve it. If a replacement is needed due to damage or our error, we will provide one at no additional cost.

Non-Returnable and Non-Refundable Items

  • eBooks and Audiobooks: Due to the nature of digital products, all sales of eBooks and audiobooks are final. We do not offer refunds or exchanges for these items.
  • Printed Books (Paperback, Large-Print Paperback and Hardcover): All printed books are custom printed on demand for each customer, and as such, they are non-returnable and non-refundable.
  • Gift Cards: All gift card purchases are final and cannot be refunded or exchanged.

EU Customers and Digital Products

  • Due to the nature of digital products, all sales of eBooks and audiobooks are final. We do not offer refunds or exchanges for these items. In accordance with EU consumer protection laws, customers in the European Union acknowledge that their right to withdraw from the purchase expires once the download or access to the digital product has begun. By completing the purchase, you agree to waive your right to cancellation under the Consumer Rights Directive (2011/83/EU).

UK Customers and Digital Products

  • Due to the nature of digital products, all sales of eBooks and audiobooks are final. We do not offer refunds or exchanges for these items. Under UK consumer law, digital content is non-refundable once the download or streaming has begun, unless the product is faulty. By purchasing a digital product, you acknowledge that you lose your right to cancel once you have accessed or downloaded the content.

Address Errors
It is the customer's responsibility to provide an accurate shipping address at checkout. If the address provided is incorrect, we cannot issue refunds or replacements for orders shipped to the wrong address. To prevent this issue, please carefully review your address before placing your order.

Lost or Missing Packages
Once your order has been shipped, we will provide tracking information so you can follow the progress of your delivery. If the package is lost in transit: Please contact us at hello@HeartBooksHQ.com. We will work with the shipping carrier to locate your package. If the carrier confirms the package is lost: We will issue a replacement free of charge. If the carrier marks the package as "delivered": We are unable to provide a refund or replacement as delivery has been confirmed.

Ordering Errors
All printed book sales are final. If you accidentally order the wrong book, we regret that we cannot issue refunds or replacements. To ensure you receive the correct item, please double-check your order details before completing your purchase.