Cancellation & Refund Policy
Clear guidelines on order cancellations, returns, and refunds for Xilvora Ink customers
Table of Contents
- 1. Introduction
- 2. Physical Books
- 3. eBooks & Digital Products
- 4. Publishing Services
- 5. Pre-Orders & Backorders
- 6. Refund Process
- 7. Payment Methods & Refund Options
- 8. Partial Refunds
- 9. Exceptions & Special Circumstances
- 10. Your Legal Rights
- 11. Frequently Asked Questions
- 12. Contact Information
1. Introduction
At Xilvora Ink, we're committed to customer satisfaction and fair business practices. This Cancellation & Refund Policy outlines the conditions under which you can cancel orders, return products, and receive refunds. Our goal is to make this process as transparent and straightforward as possible.
As a digital-first publisher, our policies differ based on product type (physical books, eBooks, or publishing services). Please review the appropriate section for your specific situation.
This policy was last updated on March 22, 2025. Please note that the policy in effect at the time of your purchase is the one that applies to your transaction.
2. Physical Books
2.1 Cancellation of Physical Book Orders
You may cancel physical book orders under the following conditions:
- Pre-shipment cancellation: Orders may be canceled at any time before they ship at no cost
- Post-shipment cancellation: Once an order has shipped, it cannot be canceled but may be returned according to our return policy
To cancel an order, please contact our customer service team as soon as possible with your order number.
2.2 Return of Physical Books
You may return physical books under the following conditions:
- Return window: Within 30 days of delivery
- Book condition: Must be in original, unused condition with no visible damage
- Packaging: Original packaging is preferred but not required
- Proof of purchase: Order number or receipt required
2.3 Refunds for Physical Books
Upon receipt and inspection of your returned book(s), we will process your refund as follows:
- Full refund: Purchase price of the book(s)
- Shipping costs: Original shipping costs are not refunded unless the return is due to our error
- Return shipping: Return shipping costs are the customer's responsibility unless the return is due to our error
- Processing time: Refunds are typically processed and credited within 5-7 business days after we receive the returned item(s)
Books showing signs of use, damage, or with missing components may receive a partial refund or be returned to you without a refund, at our discretion.
3. eBooks & Digital Products
3.1 No-Refund Policy for Digital Products
All sales of eBooks and digital products are final. Due to the nature of digital content, which cannot be "returned" once downloaded or accessed, we do not offer refunds on eBooks or other digital products under any circumstances.
This no-refund policy applies to:
- eBooks in all formats (EPUB, MOBI, PDF)
- Audiobooks
- Digital supplementary materials
- Any other downloadable digital content
3.2 Cancellation Before Download
If you have purchased a digital product but have not yet downloaded or accessed it, you may request order cancellation within 24 hours of purchase. Please contact our customer service immediately if you wish to request cancellation in this specific situation.
3.3 Technical Issues
While we do not offer refunds for digital products, we are committed to resolving technical issues:
- If you experience difficulty accessing or downloading your purchased digital content, our technical support team will assist you in resolving the issue
4. Publishing Services
4.1 Cancellation of Publishing Service Packages
Cancellation policies for publishing services depend on the stage of the process:
| Stage | Refund Percentage | Cancellation Fee |
|---|---|---|
| Before contract signing | 100% of any deposit paid | None |
| After contract signing but before work begins | 90% of package price | 10% administrative fee |
| During editorial phase (before completion) | 70% of package price | 30% for work completed |
| During design phase | 50% of package price | 50% for work completed |
| During formatting/production phase | 25% of package price | 75% for work completed |
| After publishing/distribution setup | No refund | 100% (service completed) |
4.2 Assessment of Completed Work
When calculating partial refunds for publishing services, we assess the percentage of completed work based on:
- Hours of editorial work performed
- Design concepts and revisions completed
- Production milestones achieved
- Administrative and project management time
4.3 Cancellation Process for Publishing Services
To cancel publishing services:
- Submit your cancellation request in writing to [email protected]
- Include your project name, contract number, and reason for cancellation
- Our team will respond within 5 business days with a cancellation assessment
- If agreed upon, you'll receive a cancellation agreement to sign
- Refunds will be processed within 15 business days of signed agreement
Publishing service cancellations are subject to the terms in your specific Publishing Agreement. In case of discrepancies between this policy and your signed agreement, the terms in the agreement will prevail.
5. Pre-Orders & Backorders
5.1 Pre-Order Cancellation
You may cancel pre-orders at any time before the item ships without penalty. Cancellation requests made after shipping begins fall under our standard return policy for physical books or no-refund policy for digital products.
5.2 Pre-Order Payment Processing
For pre-orders:
- Physical books: Your card is not charged until the book ships
- Digital products: Your card may be charged at the time of pre-order, but you can cancel before release date for a full refund
5.3 Backorder Cancellation
Backordered items may be canceled at any time before they ship without penalty. If you choose to cancel a backordered item, any held payment will be released or refunded promptly.
6. Refund Process
Submit Request
Contact customer service to initiate your return or cancellation request. Include your order number, the items you wish to return, and the reason for your return.
Receive Return Authorization
For physical returns, you will receive return instructions, including a return address and any necessary return authorization numbers. For publishing services, you'll receive a cancellation assessment.
Return the Item (Physical Products)
Package the item securely and ship it to the provided return address. We recommend using a shipping method that provides tracking information.
Item Inspection
Once we receive your return, we'll inspect the item to ensure it meets our return criteria. For publishing services, we'll assess completed work.
Refund Processing
After approval, we'll process your refund to the original payment method. You'll receive a confirmation email when your refund is processed.
7. Payment Methods & Refund Options
7.1 Standard Refund Methods
Refunds are typically processed to the original payment method used for the purchase:
- Credit/Debit Cards: Refunded to the original card
- PayPal: Refunded to the PayPal account
- Store Credit: Returned to your Xilvora Ink account
- Bank Transfer: Refunded to the originating account
7.2 Refund Timeframes by Payment Method
After we process your refund, it may take additional time to appear in your account depending on your payment method:
- Credit/Debit Cards: 3-10 business days
- PayPal: 1-5 business days
- Bank Transfer: 5-10 business days
8. Partial Refunds
8.1 Scenarios for Partial Refunds
We may issue partial refunds in the following scenarios:
- Books returned with minor damage or signs of use
- Incomplete returns (missing components or accessories)
- Partial cancellation of publishing services based on work completed
- Promotional items or bundles where only part of the order is eligible for return
8.2 Determination of Partial Refund Amounts
Partial refund amounts are determined based on:
- The condition of returned items
- The percentage of service work completed
- The value of non-returnable components in a bundle
- Administrative costs incurred
Our customer service team will provide a clear explanation of any partial refund calculation.
9. Exceptions & Special Circumstances
9.1 Damaged or Defective Items
If you receive a damaged or defective physical book:
- Contact us within 7 days of receipt
- Provide photos of the damage when possible
- We will arrange for a full refund including original shipping costs
- Return shipping for damaged items will be covered by Xilvora Ink
9.2 Incorrect Items
If you receive an item different from what you ordered:
- Contact us within 7 days of receipt
- We will arrange for the correct item to be shipped to you
- Return shipping for incorrect items will be covered by Xilvora Ink
- You'll receive a full refund if you prefer not to receive the correct item
9.3 Promotional Items & Discounted Products
Items purchased with special promotions or discounts:
- May be refunded at the actual price paid (after discounts)
- Free items received as part of a promotion must be returned with the qualifying purchase
- Bundle discounts may be recalculated if partial returns affect promotional thresholds
10. Your Legal Rights
10.1 Consumer Protection Laws
This Refund Policy does not affect your statutory rights as a consumer. Depending on your location, you may have certain rights that cannot be limited by our policy. Our policy is designed to comply with consumer protection laws in the jurisdictions where we operate.
10.2 Digital Content Consent
By purchasing digital products, you acknowledge and consent to the immediate delivery of digital content and waive any applicable cooling-off period rights to the extent permitted by law. This consent is the legal basis for our no-refund policy on digital products.
Physical Books
- 30-day return window
- Must be in original condition
- Return shipping paid by customer
- Original shipping costs not refunded
- Refunds to original payment method
Digital Products
- All sales final
- No refunds once downloaded
- Pre-download cancellation within 24 hours
- Technical support provided for access issues
- No returns or exchanges
Publishing Services
- Staged refund policy based on work completed
- Written cancellation request required
- Cancellation fees may apply
- Contract terms take precedence
- 15 business days for refund processing
11. Frequently Asked Questions
Can I get a refund if I accidentally purchased the wrong book?
For physical books, yes – you can return it within 30 days as long as it's in original condition. For eBooks, unfortunately our no-refund policy applies even in cases of accidental purchase, as the digital product is immediately available for download.
What if I don't like the book after I've read it?
We do not accept returns of physical books that show signs of use, including reading. For eBooks, our no-refund policy applies. We recommend reading sample chapters (available for most titles) before purchasing.
How do I return a physical book?
Contact our customer service team with your order number to initiate the return process. We'll provide you with the return address and any necessary return authorization. Pack the book securely to prevent damage during transit, and ship it using a trackable shipping method.
Why don't you offer refunds on eBooks?
Unlike physical products, digital products cannot be "returned" once they've been downloaded or accessed. There is no way for us to verify that a copy has been permanently deleted from all devices. This industry-standard policy protects against digital content being copied and then refunded.
How long will my refund take to process?
Once we receive and inspect your return, refunds are typically processed within 5-7 business days. After processing, it may take an additional 3-10 business days for the refund to appear in your account, depending on your payment method. The complete process usually takes 7-14 business days from when we receive your return.
Can I cancel my publishing services contract after signing?
Yes, but the refund amount depends on how much work has been completed. Early cancellations receive higher refund percentages, while cancellations later in the process receive smaller refunds as outlined in our Publishing Services cancellation schedule. All cancellations must be submitted in writing.
Do you refund shipping costs?
Original shipping costs are not refunded unless the return is due to our error (such as sending a damaged or incorrect item). Return shipping costs are the customer's responsibility except in cases where the return is due to our error.
12. Contact Information
For questions about refunds, returns, or cancellations:
Xilvora Ink Customer Service
Email: [email protected]
Phone: [8821001009]
Hours: Monday-Friday, 9:00 AM - 5:00 PM Eastern Time
Please include your order number in all communications regarding refunds or returns.
Effective Date: March 22, 2025
8. Partial Refunds
8.1 Scenarios for Partial Refunds
We may issue partial refunds in the following scenarios:
- Books returned with minor damage or signs of use
- Incomplete returns (missing components or accessories)
- Partial cancellation of publishing services based on work completed
- Promotional items or bundles where only part of the order is eligible for return
8.2 Determination of Partial Refund Amounts
Partial refund amounts are determined based on:
- The condition of returned items
- The percentage of service work completed
- The value of non-returnable components in a bundle
- Administrative costs incurred
Our customer service team will provide a clear explanation of any partial refund calculation.
9. Exceptions & Special Circumstances
9.1 Damaged or Defective Items
If you receive a damaged or defective physical book:
- Contact us within 7 days of receipt
- Provide photos of the damage when possible
- We will arrange for a full refund including original shipping costs
- Return shipping for damaged items will be covered by Xilvora Ink
9.2 Incorrect Items
If you receive an item different from what you ordered:
- Contact us within 7 days of receipt
- We will arrange for the correct item to be shipped to you
- Return shipping for incorrect items will be covered by Xilvora Ink
- You'll receive a full refund if you prefer not to receive the correct item
9.3 Promotional Items & Discounted Products
Items purchased with special promotions or discounts:
- May be refunded at the actual price paid (after discounts)
- Free items received as part of a promotion must be returned with the qualifying purchase
- Bundle discounts may be recalculated if partial returns affect promotional thresholds
10. Your Legal Rights
10.1 Consumer Protection Laws
This Refund Policy does not affect your statutory rights as a consumer. Depending on your location, you may have certain rights that cannot be limited by our policy. Our policy is designed to comply with consumer protection laws in the jurisdictions where we operate.
10.2 Digital Content Consent
By purchasing digital products, you acknowledge and consent to the immediate delivery of digital content and waive any applicable cooling-off period rights to the extent permitted by law. This consent is the legal basis for our no-refund policy on digital products.
Physical Books
- 30-day return window
- Must be in original condition
- Return shipping paid by customer
- Original shipping costs not refunded
- Refunds to original payment method
Digital Products
- All sales final
- No refunds once downloaded
- Pre-download cancellation within 24 hours
- Technical support provided for access issues
- No returns or exchanges
Publishing Services
- Staged refund policy based on work completed
- Written cancellation request required
- Cancellation fees may apply
- Contract terms take precedence
- 15 business days for refund processing
11. Frequently Asked Questions
For physical books, yes – you can return it within 30 days as long as it's in original condition. For eBooks, unfortunately our no-refund policy applies even in cases of accidental purchase, as the digital product is immediately available for download.
We do not accept returns of physical books that show signs of use, including reading. For eBooks, our no-refund policy applies. We recommend reading sample chapters (available for most titles) before purchasing.
Contact our customer service team with your order number to initiate the return process. We'll provide you with the return address and any necessary return authorization. Pack the book securely to prevent damage during transit, and ship it using a trackable shipping method.
Unlike physical products, digital products cannot be "returned" once they've been downloaded or accessed. There is no way for us to verify that a copy has been permanently deleted from all devices. This industry-standard policy protects against digital content being copied and then refunded.
Once we receive and inspect your return, refunds are typically processed within 5-7 business days. After processing, it may take an additional 3-10 business days for the refund to appear in your account, depending on your payment method. The complete process usually takes 7-14 business days from when we receive your return.
Yes, but the refund amount depends on how much work has been completed. Early cancellations receive higher refund percentages, while cancellations later in the process receive smaller refunds as outlined in our Publishing Services cancellation schedule. All cancellations must be submitted in writing.
Original shipping costs are not refunded unless the return is due to our error (such as sending a damaged or incorrect item). Return shipping costs are the customer's responsibility except in cases where the return is due to our error.
12. Contact Information
For questions about refunds, returns, or cancellations:
Xilvora Ink Customer Service
Email: [email protected]
Phone: [8821001009]
Hours: Monday-Friday, 9:00 AM - 5:00 PM Eastern Time
Please include your order number in all communications regarding refunds or returns.
Effective Date: March 22, 2025