No-quibble refunds
If an order is not right, tell us. We would rather refund or replace it promptly than make a customer argue their case.
Customer support
No-Quibble Returns & Refunds
David has always wanted customers treated fairly. If something is not right with your order, we will put it right without making you argue for it.
Damaged books replaced
If a physical book arrives damaged, misprinted, or clearly defective, we will arrange a replacement or refund at no cost to you.
Digital help included
If a download link, file, or format is wrong, we will fix it. If we cannot fix it sensibly, we will refund it.
Start with the refund form
The form helps us find the order quickly and route the request to the right admin queue. If the form cannot find your order, email us and we will handle it manually.
- 1Open the refund form and enter the email used at checkout with your order number.
- 2Select the item or items involved and choose the closest reason.
- 3Add a short note. If a photo would help with damage or a printing fault, we will ask you to reply with one by email.
- 4We reply by email within two business days with the refund, the replacement, or return instructions.
How we decide the best fix
A no-quibble policy does not mean every case has the same remedy. It means the customer should not have to fight for a fair outcome.
Physical books
Physical books can be returned within 30 days of delivery. If the problem is our fault, you pay nothing and we may not need the book back. If the book is simply unwanted, send it back in resaleable condition at your own postage cost and we refund the price paid once it arrives. Our books are printed to order, so for a low-value book we will sometimes tell you to keep it rather than post it back.
Digital products
Digital products are delivered instantly, but the same no-quibble principle applies. If you bought the wrong format, cannot open the file, or the product is not what you expected, contact us and we will fix it or refund it. We only decline repeated requests for downloads that have already been read in full.
Original payment method
Refunds are normally issued back to the card, wallet, or account used at checkout. Banks and card providers usually take 5 to 10 business days to show the money after it has been processed.
Preorders
A preorder can be cancelled for a full refund at any time before fulfilment begins. Once printing, packing, or dispatch has started, the normal returns process above applies.
Signed and limited editions
Signed, numbered, and collector's editions are reviewed individually. If one arrives damaged or not as described, we put it right. An unwanted signed edition can be returned for a refund if it comes back in the same condition, and we will tell you how to pack it.
Sale, bundle, and discounted items
The same policy applies. Refunds are for the price actually paid. If you keep part of a bundle, the returned part is refunded at its share of the bundle price, not its separate list price.
Fair-use limit
This policy is meant to protect genuine customers. We may review repeated, abusive, or obviously fraudulent requests manually, but ordinary customer problems should not become a fight.
Damaged, missing, or wrong item
If your book arrives damaged, the wrong item was sent, or part of the order is missing, contact us as soon as you can. Include the order number and, where useful, a photo of the parcel or book.
We will normally send a replacement, issue a refund, or provide another practical remedy. If the problem was caused by our side of the order, you should not be left out of pocket.
Email support
Use email if the form cannot find your order, if you paid by an older method, or if the issue needs explanation.
Email info@irvingbooks.com with your order number, the email used at checkout, the item involved, and the problem.