Refund Policy

At Caliana Press, we stand behind the quality of our products and want you to be completely satisfied with every purchase. This Refund Policy explains our guidelines for returns, refunds, and exchanges across all product formats and purchase locations.

1. Quick Reference

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2. Print Books (Paperback & Hardcover)

2.1 Damaged or Defective Products

If your print book arrives damaged or has manufacturing defects (missing pages, printing errors, binding issues), we will make it right:

What We Offer:

• Full replacement at no charge, OR
• Full refund including original shipping costs

How to Claim:

1. Contact us within 30 days of delivery
2. Provide your order number
3. Include photos of the damage or defect
4. We will ship a replacement or process your refund within 5 business days

No return shipping required for damaged/defective items — dispose of the damaged book as you see fit.

2.2 Change of Mind Returns

We understand that sometimes a purchase doesn’t work out. For change-of-mind returns:

Eligibility:

• Request must be made within 14 days of delivery
• Book must be unopened and in original, resalable condition
• Shrink wrap (if applicable) must be intact

Process:

1. Contact us at returns@calianapress.com with your order number
2. We will provide a return authorization and shipping address
3. Ship the book back at your expense (we recommend tracking)
4. Refund processed within 7 business days of receiving the returned item

Refund Amount:

• Original purchase price refunded
• Original shipping costs NOT refunded
• Return shipping is your responsibility

Non-Returnable:

• Books that have been read, marked, highlighted, or damaged
• Books missing dust jackets, inserts, or original packaging
• Books returned after 14 days

2.3 Shipping Errors

If we shipped the wrong book:

• Contact us within 14 days of delivery
• We will ship the correct book immediately at no charge
• We will provide a prepaid return label for the incorrect book
• Full refund available if you prefer not to wait

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3. eBooks

3.1 Nature of Digital Products

Due to the instantaneous delivery and nature of digital products, eBooks are generally non-refundable once downloaded or accessed. By completing an eBook purchase, you acknowledge immediate access to digital content and waive any cooling-off period rights to the extent permitted by law.

3.2 Refund Eligibility

We will issue refunds for eBooks in the following circumstances:

Technical Issues (14-Day Window):

• Unable to download the file
• File is corrupted or unreadable
• Incompatibility issues we cannot resolve

Process: Contact us with your order number and device/software details. We will attempt to resolve the issue. If unresolvable, full refund issued within 5 business days.

Duplicate Purchase (7-Day Window):

• Accidental purchase of the same title twice
• Refund issued for the duplicate upon verification

Wrong Product Delivered (7-Day Window):

• You received a different eBook than ordered
• We will provide the correct file or issue a full refund

Pre-Publication Content Issues:

• Significant discrepancy between product description and actual content
• Evaluated on a case-by-case basis

3.3 Non-Refundable Circumstances

Refunds are NOT available for:

• Change of mind after downloading
• Dissatisfaction with content, writing style, or subject matter
• Failure to read system requirements before purchase
• Incompatibility with unauthorized or modified devices
• Purchases made more than 7 days ago (except technical issues)

3.4 EU Consumer Rights

If you are located in the European Union, you have a 14-day withdrawal right for digital content. However, by making a purchase and accessing/downloading the content, you expressly consent to immediate performance and acknowledge that you lose your right of withdrawal once the download begins or access is granted.

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4. Audiobooks

4.1 Direct Purchases from Caliana Press

Audiobook refund policies mirror our eBook policy:

Refund Eligibility:

• Technical issues preventing playback (14 days)
• Duplicate purchase (7 days)
• Wrong product delivered (7 days)
• Corrupted or incomplete files (14 days)

Non-Refundable:

• Change of mind after accessing content
• Dissatisfaction with narrator or production quality (subjective)
• Purchases made more than 7 days ago (except technical issues)

4.2 Streaming vs. Download

• Downloaded audiobooks — Non-refundable once download is complete
• Streaming access — Non-refundable once streaming begins

4.3 Partial Refunds

If you experience issues partway through an audiobook (e.g., missing chapters, audio quality degradation), we may offer:

• Replacement file at no charge
• Partial refund proportional to unusable content
• Full refund if issue cannot be resolved

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5. Purchases from Third-Party Retailers

5.1 Retail Partners

If you purchased from a third-party retailer, please contact that retailer directly for refunds:

We cannot process refunds or returns for purchases made through third parties.

5.2 Damaged Books from Retailers

If a book purchased from a retailer arrives damaged:

1. Contact the retailer first for replacement/refund
2. If the retailer cannot help and you believe it’s a manufacturing defect, contact us with proof of purchase and photos
3. We will work with you on a case-by-case basis

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6. Pre-Orders

6.1 Cancellation

You may cancel a pre-order at any time before the release date for a full refund. No questions asked.

How to Cancel:

• Email returns@calianapress.com with your order number
• State that you wish to cancel your pre-order
• Refund processed within 3 business days

6.2 Post-Release

Once a pre-ordered item has been:

• Shipped (print) — Standard print refund policy applies
• Delivered (digital) — Standard digital refund policy applies

6.3 Price Changes

If the price drops between your pre-order and release, contact us for a price adjustment or refund of the difference.

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7. International Orders

7.1 International Print Returns

For customers outside the United States:

Damaged/Defective Items:

• Contact us within 30 days
• Photos required
• We will ship a replacement (standard international shipping) OR issue a full refund
• No return shipping required

Change of Mind:

• We accept returns, but you are responsible for return shipping costs
• We recommend using a tracked shipping method
• Refund issued upon receipt and inspection
• Original shipping costs and any customs duties are NOT refunded

Customs and Duties:

• We are not responsible for customs duties, taxes, or fees paid on original shipment
• These are NOT refundable by Caliana Press

7.2 International Digital Products

Digital products are delivered globally without shipping. Standard digital refund policies apply regardless of location.

7.3 Currency

All refunds are issued in U.S. dollars to the original payment method. Exchange rate fluctuations may result in a different amount in your local currency than originally paid.

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8. Refund Processing

8.1 Timeframes

Total estimated time: 10-20 business days from request to funds received

8.2 Payment Methods

Refunds are issued to the original payment method:

• Credit/Debit Card — Credited back to the same card
• PayPal — Credited back to PayPal account
• Other methods — Returned via original method or check if unavailable

If your original payment method is no longer valid (expired card, closed account), contact us to arrange an alternative refund method.

8.3 Partial Refunds

Partial refunds may be issued in cases of:

• Returned items not in original condition
• Items returned outside the refund window (at our discretion)
• Partial use of digital content before reporting an issue
• Missing components from returned items

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9. Exchanges

9.1 Policy

We do not offer direct exchanges. If you need a different product:

1. Return the original item for a refund (per policies above)
2. Place a new order for the desired item

9.2 Format Changes

If you purchased the wrong format (e.g., paperback instead of hardcover):

• Contact us within 7 days of delivery (print) or purchase (digital)
• We will evaluate on a case-by-case basis
• For unopened print books, we may offer a direct exchange

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10. Damaged Shipments

10.1 Reporting Damage

If your package arrives visibly damaged:

1. Document immediately — Take photos of the damaged packaging AND contents
2. Report within 14 days — Contact us at returns@calianapress.com
3. Include:
   • Order number
   • Photos of external packaging damage
   • Photos of product damage
   • Brief description of the issue

10.2 Resolution

For damaged shipments, we offer:

• Replacement shipped at no charge (standard shipping), OR
• Full refund including original shipping costs

No return of damaged items required.

10.3 Carrier Claims

For significant shipping damage, we may file a claim with the carrier. This does not delay your replacement or refund.

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11. Lost Packages

11.1 Definition

A package is considered lost if:

• Tracking shows no movement for 14+ days (domestic) or 30+ days (international)
• Tracking shows delivered but you did not receive it (after investigation)

11.2 Resolution

For lost packages:

1. Contact us with your order number
2. We will investigate with the carrier
3. If confirmed lost, we will:
   • Ship a replacement at no charge, OR
   • Issue a full refund

11.3 Theft Prevention

If packages are frequently stolen from your delivery location, consider:

• Shipping to a secure address (workplace, PO Box)
• Requiring signature confirmation (additional fee may apply)

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12. Chargebacks and Disputes

12.1 Contact Us First

If you are dissatisfied with a purchase, please contact us at returns@calianapress.com before initiating a chargeback with your bank or credit card company. We are committed to resolving issues fairly and promptly.

12.2 Chargeback Policy

Chargebacks filed without first contacting us may result in:

• Suspension of your account
• Denial of future orders
• Collection action for fraudulent chargebacks

12.3 Dispute Resolution

If we cannot resolve your issue directly, you may file a dispute with your payment provider. Please provide them with all relevant documentation.

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13. Special Circumstances

13.1 Gifts

If you received a book as a gift:

• Damaged/Defective — We will replace the item; contact us with any proof of purchase
• Exchange/Refund — The original purchaser must request the refund

13.2 Bulk/Institutional Orders

Special return policies may apply to bulk orders (10+ units) or institutional purchases. Contact sales@calianapress.com for details.

13.3 Promotional/Sale Items

Items purchased at a discount or during promotions are subject to the same refund policies. Refund amount will reflect the actual price paid.

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14. Contact Us

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15. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with a new “Last Updated” date. Material changes will be communicated via email to recent customers.

The policy in effect at the time of your purchase applies to that transaction.

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We value your business and are committed to your satisfaction. If you have any concerns not addressed in this policy, please contact us — we’re here to help.

Caliana Press | A Division of Caliana, LLC | Puyallup, Washington, USA