Refunds and Returns Policy

Overview

Sale items and electronic books are ineligible for refunds and returns.

Only regular priced items may be refunded. 

Paperback books are eligible for refunds and returns within 15 days of delivery. If you are unhappy with your purchased item and would like to return it for a refund, please know that your returned item must be unused and in the same condition that you received it. It must also be in the original packaging. Original shipping and handling fees are never refundable, and we are also unable to reimburse the cost of return shipping.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

    • Book with obvious signs of use
    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
    • Any item that is returned more than 15 days after delivery

Shipping and handling fees are never refundable. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

We process refunds through PayPal. Here are their guidelines:

We send all refunds back to your original payment method. The time it takes to receive your money varies by payment method.

Credit card (including PayPal Credit)

When you pay with a credit card, it takes between 1 and 2 billing cycles for a refund to complete, depending on the card issuer.
We’ll still send a refund to a canceled or prepaid card. Contact your card company to access this money.

Debit card

When you pay with your debit card, it usually takes up to 5 business days for a refund to complete. Some refunds can take up to 30 days, depending on the card company. If we can’t apply the refund to your debit card, we’ll add it to your balance with PayPal.

Bank account

When you pay with your bank account, we’ll be automatically transfer the refund to your bank account. Once issued, refunds usually take up to 5 business days to complete.

PayPal balance

When you pay with your balance, the refund will go to your PayPal Balance on the same day.
Here’s how to view the status of a refund:
    1. Go to your Activity.
    2. Click Filters and then select Refunds from the drop-down menu.
    3. Select the desired date range to see your refund.
    4. Click the refunded transaction to view the details.
Here’s how to view the refund details on the app:

    1. Tap Wallet. 
    2. Tap Activity.
    3. Tap the refunded payment to view the details.

Common refund statuses

Pending

When your refund shows as “pending” it means the seller has issued the refund, but the money hasn’t cleared their bank. It usually takes up to 5 business days for a refund to complete. If your refund is still pending after 5 business days, contact the seller for details.

Temporary hold

When your refund shows as “on hold”, the seller refunded before the original payment could clear your bank. It usually takes up to 5 business days for payments to clear your bank. When the original payment clears, the refund will complete.

Refunded or Partially Refunded

When your refund shows as “refunded or partially refunded”, we’ve sent the money back to your original payment method.

Completed

When your refund shows as “completed”, the refund is complete, and we’ve returned the money to your original payment method.

Canceled

When your refund shows as “canceled”, we’re unable to process the refund. Please contact the seller for more details. 

Late or missing refunds

If you haven’t received a timely refund, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@telltale-heart.com.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customersupport@telltale-heart.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at customersupport@telltale-heart.com for questions related to refunds and returns.

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