Return and Refund Policy

Last updated: November 27, 2025

Quick summary (what customers need to know)

Defective, damaged, or misprinted items: please notify us within 7 days of delivery and provide photos — eligible for replacement or refund.
Print-on-demand (POD) items fulfilled via Lulu Direct: returns are accepted only for manufacturing defects, damage in transit, or incorrect items. Refunds or reprints depend on Lulu’s inspection and approval.
Refund processing time: once approved, refunds are issued within 7–14 business days to the original payment method.
For personalized or made-to-order books, digital goods(eBooks), or international customs issues: see exceptions below.

1. Scope and applicability

This Refund & Returns Policy applies to all purchases made at expertbookhub.com (the “Site”) and covers physical books (paperback, hardcover) and any printed materials fulfilled by Expert Book Hub or our print-on-demand partner(s) (including Lulu Direct). Digital products, gift cards, and personalized items have special rules listed below.

2. Definitions

Customer: Person or entity placing an order on the Site.
Order date: Date the Customer completed purchase.
Delivery date: Date the carrier records delivery (or date Customer confirms receipt).
POD: Print-on-demand (books printed by a third party after order placement).
Defect: Manufacturing or printing error (missing pages, severe printing misalignment, binding failure, wrong product).
Damaged in transit: Product shows visible damage on arrival (dents, water damage, torn cover).

3. General return & refund eligibility

3.1 Eligible for return / refund

You may be eligible for a refund, replacement, or store credit if any of the following apply:

The product is defective (printing or binding error).
The product was damaged in transit.
You received the wrong product (title, size, or edition does not match your order).

3.2 Not eligible

Personalized / made-to-order books (custom text, names, inscriptions) unless the error is ours.
Digital downloads/e-Books, once accessed/Downloaded.
Books showing normal wear from use.
Items returned without prior authorization (see RMA process below).

4. Timeframes — what to report and when

Defect or damage: Notify support within 7 days of delivery. Provide photos and order number.
Cancellation before production: If your order has not entered production, you may cancel for a full refund. Once production begins with POD, cancellation may not be possible.

5. How to request a return / refund (Step-by-step)

Contact support immediately:
Email: info@expertbookhub.com
Subject line: Return Request — Order #12345 (replace with your order number)
Provide required information in your initial email:
- Order number (required)
- Customer name & email used on order
- Item(s) you want to return (title, SKU)
- Short description of the problem (defect/damage/wrong item)
- Clear photos of the item (front, back, spine, damage close-ups)
We will respond within 48 business hours with:
- An RMA number (Return Merchandise Authorization) if a return is approved, and instructions for return shipping, or
- A confirmation that the item will be replaced or refunded without return (in case of POD partner handling).
Pack and ship the item only after you receive the RMA and return address. Returns shipped without RMA may be refused or delayed.
Inspection & decision: After we or our POD partner receives and inspects the returned item, you will be notified of approval or rejection within 5 business days.
Refund issued: If approved, refunds are issued within 7–14 business days to the original payment method (see Section 7 for details).

6. Return shipping and costs

Defective/Damaged/Incorrect items: We cover return shipping for items proven defective or damaged in transit. We will provide a prepaid shipping label (or instruct you to keep the item and grant a refund/replace if shipping is impractical).
International returns: Customers are responsible for return duties, taxes, and shipping charges unless the return results from our error.

7. Refund processing & method

Refunds will be made to the original payment method used at purchase.
Processing time after approval: 7–14 business days (bank processing times may vary).
If the original payment method is unavailable (e.g., expired card), we may issue a refund by bank transfer or store credit after identity verification.
Partial refunds: If only a portion of an order is approved (e.g., partially damaged set), we will issue a partial refund pro-rated by item price.

8. Exchanges & replacements

If a product is eligible for replacement (defect / wrong item), we will arrange a replacement at no extra cost once the issue is verified.
If the requested variant is out of stock or discontinued, you may choose a refund or store credit equal to the value of the item.

9. POD (Lulu Direct) specific policy

Because many of our printed books are fulfilled by Lulu Direct, the following applies:

Orders fulfilled by Lulu Direct are produced after ordering; as such, change-of-mind returns are generally not accepted unless the item is unused and the POD provider accepts returns.
For manufacturing defects, wrong items, or shipping damage for Lulu-fulfilled items: we will open a claim with Lulu on your behalf. Please provide photos and order details.
Evidence & inspection: Lulu may require photographic evidence and may perform an internal inspection. Refund or reprint is contingent on Lulu’s findings. We will keep you updated throughout the claim process.
Automatic fulfillment: If you purchased via our WooCommerce store and the order was automatically forwarded to Lulu, our team will coordinate the claim but refunds are subject to Lulu’s policies and timelines.

10. Personalized / Custom Orders

Personalized books (names, inscriptions, custom layouts) are treated as made-to-order. These are non-returnable except in cases of printing errors or mistakes made by us.
To dispute a personalization error, contact support within 7 days of delivery with photographic evidence. If the error is ours, we will reprint or refund.

11. Digital products & downloads

Digital products (ebooks, PDF downloads, digital assets) are non-refundable after the download link has been accessed or the files delivered.
If the download is inaccessible or corrupt, notify us within 7 days and we will provide technical assistance and replacement files.

12. International orders, customs, and duties

Customers are responsible for import duties, taxes, and customs clearance. These charges are separate from shipping charges and are not refundable by Expert Book Hub.
If an order is returned to us by customs or carrier due to insufficient paperwork or unpaid duties, additional shipping or administration fees may be deducted from the refund or billed to the Customer.

13. Lost, stolen, or misdelivered packages

We rely on third-party carriers. If tracking shows delivered but you did not receive the package, contact support immediately. We will open an investigation with the carrier.
For insured shipments, we will work with the carrier to file a claim. Replacement or refund may be issued once claim is resolved.

14. Fraud, chargebacks & abuse

Fraudulent chargebacks or false returns will be investigated. We reserve the right to deny returns/refunds and to pursue legal remedies for intentional abuse or fraud.
If a chargeback is reversed in our favor, any refunded amounts will be reinstated and billing adjustments may apply.

15. How we protect your privacy during returns

Any personal data provided for returns (address, phone, email) will be used solely to process the return and will be handled according to our Privacy Policy. Data will not be shared except with carriers or POD partners as necessary to process the return.

16. Contact & return address

To request a return or report an issue:
Email: info@expertbookhub.com
Include: Order #, name, photos, description.

If we issue an RMA and request a physical return, send the package to the address provided in the RMA. (Do not ship returns until you receive an RMA from us.)

17. Dispute resolution & governing law

These policies are governed by the laws of the country where Expert Book Hub is registered. For disputes, we prefer amicable resolution — please contact support to work through issues before escalating to formal dispute mechanisms.

18. Examples & FAQs (for customer clarity)

Q: My book arrived with a torn cover — what do I do?
A: Email support within 7 days with photos and your order number. We will issue an RMA and either replace the book or refund the order after inspection.

Q: My order was fulfilled by Lulu Direct — will I be refunded faster?
A: We will initiate the claim with Lulu on your behalf. Because Lulu inspects defects and processes reprints/refunds, final resolution time may vary. We will keep you informed.

Q: How long until I get my refund?
A: After approval, refunds are generally processed within 7–14 business days. Bank/card issuers may take additional time to post the payment.

19. Changes to this policy

We may update this Refund & Returns Policy occasionally. The “Last updated” date at the top will reflect the most recent change. When we make significant changes, we will notify customers through the Site or email.

20. Final note

We understand how important your books are — whether they’re gifts, study materials, or treasured collections. Our goal is to make returns and refunds straightforward, fair, and as fast as possible. If you have any concerns or questions, please contact info@expertbookhub.com — we’re here to help.

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