Refund policy

Last updated: October 17, 2026

Start with Black Paw Books

For a cancellation, refund, damaged item or download problem, use our contact form or email novapollard2024@gmail.com. Include your order number, purchase email and a description of the issue. Never send passwords or payment card details.

Damaged, faulty or incorrect merchandise

Please report a damaged item, manufacturing error or incorrect item within 30 calendar days of delivery, with clear photographs of the item and the problem. We review the issue with our fulfillment provider and arrange an appropriate reprint or refund for confirmed eligible issues. Do not mail an item to us or the print provider unless we give return instructions; photographs are normally used for these claims.

Size, colour and change of mind

Merchandise is made to order. We do not offer discretionary returns or exchanges when the item was supplied as ordered but the buyer selected the wrong size or colour or changed their mind. Please check product options and sizing before purchase. This does not limit rights you have under applicable consumer law.

Cancellations

Contact us as soon as possible. Merchandise changes or cancellations may not be possible after production begins. We will confirm what can be changed before asking you to take any further action.

Digital PDFs

If a download is missing, inaccessible, incorrect or defective, contact us so we can restore access or provide the correct file. Digital refund requests, including duplicate purchases, are reviewed individually. Rights under applicable consumer law still apply.

Approved refunds

When a monetary refund is approved, it is returned through the original payment method. Your bank or payment provider controls when the credit appears. Contact us if an approved refund has not appeared within the timeframe given in your refund confirmation.

Book Club

Membership billing and cancellation are managed through Payhip. Review the selected plan’s terms at checkout and use your Payhip membership account to cancel future renewals. Contact us for help with a membership payment or access problem.