Refund & Cancellation Policy
Your trust is our priority
Cancellation & Refund Policy
1. Introduction
At Xilvoraink, we're committed to customer satisfaction and fair business practices. This Cancellation & Refund Policy outlines the conditions under which you can cancel orders, return products, and receive refunds. Our goal is to make this process as transparent and straightforward as possible.
As a digital-first publisher, our policies differ based on product type (physical books, eBooks, or publishing services). Please review the appropriate section for your specific situation.
2. Physical Books
2.1 Cancellation of Physical Book Orders
You may cancel physical book orders under the following conditions:
- Pre-shipment cancellation: Orders may be canceled at any time before they ship at no cost
- Post-shipment cancellation: Once an order has shipped, it cannot be canceled but may be returned according to our return policy
To cancel an order, please contact our customer service team as soon as possible with your order number.
2.2 Return of Physical Books
You may return physical books under the following conditions:
- Return window: Within 30 days of delivery
- Book condition: Must be in original, unused condition with no visible damage
- Packaging: Original packaging is preferred but not required
- Proof of purchase: Order number or receipt required
2.3 Refunds for Physical Books
Upon receipt and inspection of your returned book(s), we will process your refund as follows:
- Full refund: Purchase price of the book(s)
- Shipping costs: Original shipping costs are not refunded unless the return is due to our error
- Return shipping: Return shipping costs are the customer's responsibility unless the return is due to our error
- Processing time: Refunds are typically processed and credited within 5-7 business days after we receive the returned item(s)
Books showing signs of use, damage, or with missing components may receive a partial refund or be returned to you without a refund, at our discretion.
3. eBooks & Digital Products
3.1 No-Refund Policy for Digital Products
All sales of eBooks and digital products are final. Due to the nature of digital content, which cannot be "returned" once downloaded or accessed, we do not offer refunds on eBooks or other digital products under any circumstances.
This no-refund policy applies to:
- eBooks in all formats (EPUB, MOBI, PDF)
- Audiobooks
- Digital supplementary materials
- Any other downloadable digital content
3.2 Cancellation Before Download
If you have purchased a digital product but have not yet downloaded or accessed it, you may request order cancellation within 24 hours of purchase. Please contact our customer service immediately if you wish to request cancellation in this specific situation.
3.3 Technical Issues
While we do not offer refunds for digital products, we are committed to resolving technical issues:
- If you experience difficulty accessing or downloading your purchased digital content, our technical support team will assist you in resolving the issue
- In rare cases where technical problems cannot be resolved, we may issue a refund at our discretion
4. Publishing Services
4.1 Cancellation of Publishing Service Packages
Cancellation policies for publishing services depend on the stage of the process:
| Stage | Refund Percentage | Cancellation Fee |
|---|---|---|
| Before contract signing | 100% of any deposit paid | None |
| After contract signing but before work begins | 90% of package price | 10% administrative fee |
| During editorial phase (before completion) | 70% of package price | 30% for work completed |
| During design phase | 50% of package price | 50% for work completed |
| During formatting/production phase | 25% of package price | 75% for work completed |
| After publishing/distribution setup | No refund | 100% (service completed) |
4.2 Cancellation Process for Publishing Services
To cancel publishing services:
- Submit your cancellation request in writing to [email protected]
- Include your project name, contract number, and reason for cancellation
- Our team will respond within 5 business days with a cancellation assessment
- If agreed upon, you'll receive a cancellation agreement to sign
- Refunds will be processed within 15 business days of signed agreement
5. Pre-Orders & Backorders
5.1 Pre-Order Cancellation
You may cancel pre-orders at any time before the item ships without penalty. Cancellation requests made after shipping begins fall under our standard return policy for physical books or no-refund policy for digital products.
5.2 Pre-Order Payment Processing
For pre-orders:
- Physical books: Your card is not charged until the book ships
- Digital products: Your card may be charged at the time of pre-order, but you can cancel before release date for a full refund
6. Refund Process
Submit Request
Contact customer service to initiate your return or cancellation request. Include your order number, the items you wish to return, and the reason for your return.
Receive Return Authorization
For physical returns, you will receive return instructions, including a return address and any necessary return authorization numbers.
Return the Item
Package the item securely and ship it to the provided return address. We recommend using a shipping method that provides tracking information.
Item Inspection
Once we receive your return, we'll inspect the item to ensure it meets our return criteria.
Refund Processing
After approval, we'll process your refund to the original payment method. You'll receive a confirmation email when your refund is processed.
The complete refund process typically takes 7-14 business days from the time we receive your return until the refund appears in your account.
7. Payment Methods & Refund Timeframes
7.1 Standard Refund Methods
Refunds are typically processed to the original payment method used for the purchase:
- Credit/Debit Cards: Refunded to the original card (3-10 business days)
- UPI/PhonePe/Paytm: Refunded to the originating account (1-5 business days)
- Net Banking: Refunded to the account (5-10 business days)
- Store Credit: Instantly returned to your Xilvoraink account
8. Exceptions & Special Circumstances
8.1 Damaged or Defective Items
If you receive a damaged or defective physical book, contact us within 7 days of receipt with photos. We will arrange for a replacement or full refund including original shipping costs. Return shipping will be covered by Xilvoraink.
8.2 Incorrect Items
If you receive an item different from what you ordered:
- Contact us within 7 days of receipt
- We will arrange for the correct item to be shipped to you at no cost
- Return shipping for incorrect items will be covered by Xilvoraink
- You'll receive a full refund if you prefer not to receive the correct item
9. Frequently Asked Questions
Can I get a refund if I accidentally purchased the wrong book?
For physical books, yes – you can return it within 30 days as long as it's in original condition. For eBooks, unfortunately our no-refund policy applies even in cases of accidental purchase.
What if I don't like the book after I've read it?
We do not accept returns of physical books that show signs of use, including reading. For eBooks, our no-refund policy applies. We recommend reading sample chapters before purchasing.
How long will my refund take to process?
Once we receive and inspect your return, refunds are typically processed within 5-7 business days. The complete process usually takes 7-14 business days from when we receive your return.
Do you refund shipping costs?
Original shipping costs are not refunded unless the return is due to our error (such as sending a damaged or incorrect item).
10. Contact for Returns
Email: [email protected]
Phone: 8821001009
Hours: Monday-Friday, 9:00 AM - 6:00 PM IST
Please include your order number in all communications.