Refund policy
Physical Products
Print Quality Guarantee:
We want you to be completely happy with your order. If you receive something misprinted or otherwise damaged before delivery, we'll replace your order free of charge if requested within 14 days of delivery.
Delivery Guarantee:
Once in a while, our shipping partners will experience a delay outside of our (and their) direct control. If your delivery doesn't arrive within 30 days of placing your order, we will refund any undelivered parts of your order. If it still arrives after such a delay, enjoy it for free. Please reach out to us with your name and order number to request your refund.
For special editions, this guarantee is increased to 60 days due to the more complex printing process with our international partner.
Even though we can often ship immediately while we have inventory, we also utilize a print-on-demand partner to handle unexpected sales spikes. That way, our books are always available regardless of stock, but may have longer shipping times. Please allow for a delivery timeline of approximately 2 weeks for normal paperbacks/hardcovers, and 1 month for special editions.
Physical Return, Refund, or Replacement Requests:
To start the return, refund, or replacement process, email hello@hylosis.pub. Include your name, order number, the reason for the request, any relevant pictures, and if you'd like a refund or replacement.
If returning an item, we'll let you know where to send it back. It's a good idea to get a shipping receipt in case it gets lost. You'll need to pay for return shipping if a return is required.
After we get the item, we'll email you to let you know if your refund is approved. If it is, your money will be returned via the original payment method.
Order Cancellation Policy:
All orders are automatically processed on our secure merchant processor and sent for production and shipment as soon as they are placed. During this process we incur irreversible fees and therefore cannot cancel an order after more than a few hours. We will attempt to cancel an order for you if possible, but please place your order with care.
Digital Products
When a refund is requested on the purchase of a physical product, the product is returned and the money refunded. However, when a refund is requested for a digital product, there is no way for the customer to truly return the purchased item. It remains in their possession indefinitely. Therefore, our automatic software doesn't allow refunds on electronic products because they are delivered instantly to your email.
If you have any issues with your order, please contact hello@hylosis.pub.