Refund Policy
SECTION A — US Consumers & All Other Customers
(If you are located in the EU or EEA, please refer to Section B below, which applies instead of this section.)
Refunds do not apply to the following goods: digital goods (ebooks and audiobooks). These are instant downloads.
Please choose carefully. Refunds are only given if you buy a duplicate item within 48 hours of the first purchase—in which case the duplicate item will be refunded.
Refunds for physical goods: there is no return for change of mind. Returns are only given for faulty items if you contact us within 7 days of receiving the defective item (according to the tracking).
For refund queries, please email contact@candaceirving.com within 7 days of receiving your product (according to the tracking). Please use the subject "returns" and include your name, order number, and reason for return, along with photographs of faulty item. If item is faulty, we refund or resend your goods - your choice. We want you to be happy!
A1. Chargebacks & Payment Disputes
We take payment disputes seriously and maintain detailed records of all orders, fulfilment confirmations, delivery tracking, and customer communications.
Before initiating a chargeback with your bank or card provider, we strongly encourage you to contact us directly at contact@candaceirving.com. Most issues can be resolved quickly without the need for a formal dispute.
Please be aware of the following:
- For delivered digital products where access was granted at checkout, we maintain complete delivery logs and access records which will be submitted as evidence in any dispute
- For delivered physical orders, we maintain full order, fulfilment, and delivery documentation which will be submitted as evidence in any dispute
- Approved refunds are always processed within 10 business days — if you have not received your refund within 15 business days of approval, please contact us before escalating to your bank
We will respond to all chargeback evidence requests promptly and with complete documentation.
SECTION B — EU/EEA Customers
(If you are located in the European Union or European Economic Area, the terms in this section apply instead of Section A above. These terms reflect your statutory rights under EU consumer law, including EU Directive 2023/2673 effective June 19, 2026.)
B1. Digital Products (eBooks & Digital Downloads)
All digital products (eBooks, digital downloads, and eBook bundles) are delivered immediately upon purchase.
Right of Withdrawal Waiver — EU/EEA: In accordance with Article 16(m) of EU Directive 2011/83/EU, the 14-day right of withdrawal does not apply to digital content supplied over the internet where delivery has begun with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal. By completing your purchase of a digital product, you expressly confirm this consent and acknowledge the loss of your withdrawal right.
If you experience a technical issue preventing access to your purchase, contact us at contact@candaceirving.com within 30 days of purchase and we will resolve it promptly.
B2. Print-on-Demand Physical Books & Hardcovers (Fulfilled by BookVault)
All physical books and hardcovers are printed to order by our fulfilment partner, BookVault. No copies are held in pre-printed stock.
Right of Withdrawal — EU/EEA: We acknowledge EU/EEA customers' statutory rights under Directive 2011/83/EU. As each book is produced individually upon receipt of your order, we are unable to accept physical returns. Where your right of withdrawal applies and cannot be waived, your remedy will be a full refund to your original payment method — no physical return is required. To exercise this right, contact us at contact@candaceirving.com within 14 days of receiving your order.
We do not accept returns for:
- Change of mind where a refund has not been requested within the 14-day window
- Incorrect edition or format selected by the customer
- Minor variations inherent to the print-on-demand production process
- Undesired outcomes resulting from file formatting choices
Defective or damaged items: Report issues within 14 working days of receiving your order with your order number, photographic evidence, and a written description of the defect to contact@candaceirving.com. We will respond within 2 business days.
Remedy: Approved defect claims will be resolved by store credit or reprint. Where a cash refund is approved, it will be processed within 10 business days.
Return address: BookVault does not accept physical returns. Do not send items back without prior written authorisation. If a return is required under applicable law, contact us for instructions.
B3. Print-on-Demand Merchandise (Fulfilled by Printful)
All merchandise — including apparel, mugs, phone cases, accessories, sticker sheets, tote bags, and other branded items — is printed and produced to order by our fulfilment partner, Printful.
Right of Withdrawal — EU/EEA: EU/EEA customers retain the 14-day right of withdrawal on merchandise items under EU Directive 2011/83/EU. You may exercise this right within 14 days of receiving your order without giving a reason.
As Printful does not accept physical returns of printed merchandise, you are not required to return the item to exercise your withdrawal right. Simply contact us at contact@candaceirving.com within 14 days of delivery with your order number and withdrawal request. A full refund will be issued to your original payment method within 10 business days of confirmation.
We do not offer remedies for:
- Size or colour selected incorrectly by the customer outside the 14-day withdrawal window
- Minor print placement variations within industry-standard tolerances (within 0.5 inches for DTG products)
- Damage caused after delivery
Defective or damaged items: Report issues within 30 days of delivery with your order number and clear photographic evidence to contact@candaceirving.com. Approved claims will be resolved by reprint or refund.
Return address: Printful does not accept physical returns of printed merchandise. Do not send items back without prior written authorisation.
B4. Chargebacks & Payment Disputes
We maintain detailed records of all orders, fulfilment confirmations, delivery tracking, digital access logs, and customer communications.
We strongly encourage you to contact us at contact@candaceirving.com before initiating a chargeback. Your statutory rights as an EU/EEA consumer are fully acknowledged in this policy, and we are committed to resolving all legitimate issues directly and promptly.
Please be aware of the following:
- For delivered digital products where consent was confirmed at checkout, we maintain complete access logs and consent records which will be submitted as evidence in any dispute
- For delivered physical orders, we maintain full order, fulfilment, and delivery documentation which will be submitted as evidence in any dispute
- Your right of withdrawal for merchandise (Section B3) can be exercised directly with us — no chargeback is necessary
- Approved refunds are always processed within 10 business days — please contact us before escalating to your bank if you have not received your refund within 15 business days of approval
We will respond to all chargeback evidence requests promptly and with complete documentation.
B5. Your Statutory Rights as an EU/EEA Customer
Nothing in this policy limits your statutory rights under EU consumer law, including:
- Conformity of goods — Rights related to goods not in conformity with the contract (EU Directive 2019/771/EU)
- Right of withdrawal — Where applicable and not subject to a valid exemption or waiver, you have the right to withdraw from your purchase within 14 days of receiving your order
How to exercise your right of withdrawal: Click the EU Right of Withdrawal button in our store footer or visit: store.candaceirving.com/pages/withdrawal-form-for-eu-consumers
You will be asked to:
- Confirm your withdrawal request
- Provide your name and order details
A confirmation email will be sent to you immediately upon submission, in accordance with EU Directive 2023/2673. You do not need to be logged in to submit a withdrawal request.
B6. Refund Processing
Where a refund is approved, it will be issued to your original payment method within 10 business days of approval. If more than 15 business days have passed since your refund was approved, contact us at contact@candaceirving.com.
B7. Contact
Email: contact@candaceirving.com Response time: Within 2 business days