Return & Refund Policy
Last Updated: 15 October 2026
1. Introduction
At Soul Voice, we want you to have a positive shopping experience when purchasing our books and digital publications.
This Cancellation, Return & Refund Policy explains the conditions under which orders may be cancelled, products returned, replacements requested, and refunds issued for purchases made through our website.
This policy applies to printed books and digital products, including eBooks and PDFs, purchased from our online bookstore.
2. Order Cancellation
You may request cancellation of an order by contacting our customer support team as soon as possible after placing it.
2.1 Before Dispatch
Cancellation requests received before an order has been dispatched may be eligible for cancellation.
Once we confirm the cancellation, any refund due will be processed using the applicable refund method.
2.2 After Dispatch
Once an order has been dispatched, cancellation may no longer be possible through our standard process.
In such cases, please contact us for assistance. Any return, refund, or other resolution will be handled in accordance with this policy and applicable law.
2.3 Cancellation by Us
We may cancel an order if a product is unavailable, a pricing or listing error occurs, payment cannot be verified, or circumstances prevent us from fulfilling the order.
If payment has already been collected and the order is cancelled, we will arrange a refund where due.
3. Returns for Printed Books
We accept return or replacement requests for printed books in circumstances such as:
Damaged on Arrival: The book arrives physically damaged.
Defective Product: The book has a significant printing or binding defect.
Incorrect Item: You receive a different book from the one ordered.
Missing Items: Part of your confirmed order is missing.
Please contact us within 7 days of delivery to report the issue, unless a different period is required by applicable law or expressly stated for your purchase.
To help us assess your request, please provide:
Your order number.
A description of the issue.
Clear photographs of the book and packaging, where applicable.
We will review the request and determine an appropriate remedy, which may include a replacement, refund, or another resolution as required by applicable law.
3.1 Conditions for Returns
Where a return is appropriate, we may ask you to retain the original packaging and provide the product for inspection or return.
Ordinary signs of handling do not automatically invalidate a legitimate claim concerning a damaged, defective, or incorrectly supplied product.
Any return conditions will be applied consistently with applicable consumer rights.
4. Non-Returnable Situations
Unless required by applicable law or otherwise approved by us, returns may not be accepted for:
Printed books damaged after delivery through misuse or accidental damage.
Products materially altered or damaged by the customer after delivery.
Requests based solely on a change of mind, where no change-of-mind return option has been offered.
Products returned without sufficient information to identify the relevant order.
These conditions do not limit your rights concerning defective, damaged, misdescribed, or incorrectly supplied products under applicable law.
5. eBooks and Digital Products
Our digital products may include eBooks, PDFs, and other downloadable publications.
Because digital products can generally be accessed or copied after delivery, change-of-mind refunds may not be available once digital content has been delivered or accessed, subject to applicable law and any terms presented at purchase.
However, please contact us if:
You paid but did not receive the digital product.
The download link does not work.
The file is corrupted or cannot reasonably be opened.
You received the wrong digital product.
A technical issue prevents access to your purchase.
We will investigate and, where appropriate, provide a working download, replacement file, refund, or another suitable remedy.
Nothing in this section excludes any cancellation, refund, or consumer rights that cannot legally be excluded.
6. Refund Eligibility
Refunds may be available in circumstances including:
An eligible order cancellation.
A confirmed damaged, defective, or incorrect product.
A product that cannot be supplied.
A qualifying digital delivery or access issue.
Another circumstance in which a refund is required by applicable law.
Refund eligibility depends on the circumstances of the order, the product type, and the applicable legal requirements.
We will communicate the outcome of your request and any applicable next steps.
7. Refund Processing Time
Once a refund is approved, we will initiate it using the original payment method wherever reasonably possible and supported by the payment provider.
Refunds may take approximately 5–10 business days to appear after processing, depending on the payment gateway, bank, or financial institution.
This is an estimate rather than a guaranteed timeline. If a refund has not appeared after the expected period, please contact us with your order details.
Where the original payment method cannot be used, we may contact you to arrange an appropriate alternative consistent with applicable law.
8. Return Shipping Charges
Where a return or replacement is necessary because we supplied an incorrect, damaged, or defective product, we will communicate the appropriate return or shipping arrangements.
For other approved returns, any applicable shipping charges and responsibilities will be communicated before the return proceeds.
No return-shipping condition will override a customer's rights or remedies under applicable law.
9. Replacement Policy
Where appropriate and subject to availability, we may offer a replacement for a damaged, defective, or incorrectly supplied printed book.
If a suitable replacement is unavailable, we will discuss an appropriate alternative, which may include a refund where due.
Replacement timelines depend on product availability, return arrangements, and delivery location.
10. How to Request a Cancellation, Return, or Refund
To submit a request, contact our customer support team using the details below.
Please include:
Order Number
Registered Email Address
Book Title or Product Name
Reason for the Request
Supporting Photographs or Other Evidence, where relevant
We may request additional information reasonably necessary to verify the order and assess your request.
We aim to review requests promptly and communicate the next steps.
11. Promotional and Discounted Orders
Products purchased through promotions, bundles, or discounts remain subject to this policy and applicable law.
Any special cancellation or return conditions will be communicated before purchase where relevant.
A promotional price does not remove rights relating to defective, damaged, misdescribed, or incorrectly supplied products.
12. Fraud Prevention and Verification
We may take reasonable steps to verify refund and return requests to prevent fraudulent claims and protect customers.
Any verification process will be proportionate to the request and consistent with applicable law.
We will not use verification requirements to unlawfully deny a legitimate consumer remedy.
13. Changes to This Policy
We may update this policy to reflect changes in our products, fulfilment processes, or applicable laws.
The revised policy will be published on this page with an updated revision date. Changes will apply as permitted by law.
We encourage you to review this page before placing an order.
14. Contact Us
For cancellation, return, replacement, or refund enquiries, please contact us:
Bookstore Name: [Your Bookstore Name]
Email: [Your Support Email]
Phone: [Your Contact Number]
Business Address: [Your Business Address]
Please include your order number in all order-related enquiries so we can assist you efficiently.
Thank you for choosing [Your Bookstore Name]. We appreciate your trust and will make reasonable efforts to resolve order-related concerns fairly and transparently.