Returns & Refunds

Thank you for shopping directly with Jane Hinchey. If you have a problem with your order, please contact customerservice@janehinchey.com.

This policy does not limit your rights under consumer law, including the Australian Consumer Law. Any mandatory consumer protections take precedence over our general store policy.

Digital Products (eBooks & Audiobooks)

Our general policy does not include change-of-mind refunds or exchanges for digital products once supplied.

If your file is faulty, you receive the wrong product or you cannot access your purchase, please contact us so we can help.

Physical Books

Our physical books are printed to order or signed and prepared in-house. Our general policy does not include change-of-mind returns or exchanges.

Additional cancellation provisions for EU customers are explained below.

Damaged, Faulty, Incorrect or Missing Orders

Please contact us as soon as possible if your order arrives damaged, contains the wrong item, has a printing defect or does not arrive—ideally within seven days of delivery or the expected delivery date.

Please include:

• Your order number.

• A description of the problem.

• Photographs of the item and packaging, where possible.

Damage can include major dents or crushing, torn covers, water damage, missing pages and printing issues affecting readability. Minor cosmetic imperfections, such as small scuffs or slight corner wear, are assessed individually against the condition described when you purchased.

Depending on the problem, the remedy may be a repair, replacement, price reduction or refund. Where you are entitled to choose the remedy, we will respect that choice.

If we need the item returned because it is faulty, damaged or incorrectly supplied, we will provide instructions and cover reasonable return postage.

Returning your books

Please contact us before returning a damaged, faulty or incorrect book. We may be able to resolve the issue using photographs without requiring a return.

In some cases, we may agree with you that the damaged copy can be destroyed instead of returned—for example, by removing the front and back covers and sending photographic confirmation. We will confirm your replacement or refund and the agreed steps in writing beforehand. Please do not destroy or dispose of the book until we have provided those instructions.

If a return is needed, we will provide return instructions and cover reasonable return postage.

Your refund

For cancellation of a whole order, we refund the purchase price and our least expensive standard delivery charge. Extra charges for upgraded delivery are not refundable.

We refund within 14 days of receiving your cancellation notice, using your original payment method unless otherwise agreed, without a refund fee. We may wait until we receive the returned goods or evidence that you have sent them back, whichever comes first.

Personalised books

The cancellation right may not apply to books made to your individual specifications or clearly personalised for you. Printing a standard book to order or adding the author’s standard signature does not automatically make it exempt.

EU Customers

EU Customers — Digital Products

For digital purchases, the 14-day cancellation right is lost once supply begins only if you have expressly agreed to early delivery, acknowledged that you will lose that right, and received confirmation of your agreement in a form you can keep, such as an email.

If those conditions have not been met, your cancellation rights remain.

EU Customers — Cancelling Physical-Book Orders

EU consumers generally have 14 days after receiving an eligible online purchase to notify us that they wish to cancel, without giving a reason. If goods from one order arrive separately, this period generally starts after the last item arrives.

You can email customerservice@janehinchey.com, use our EU cancellation form, or send another clear statement of your decision. The form is optional.

EU Customers — Faulty Goods

Physical goods have a legal guarantee of conformity lasting at least two years from delivery, or longer where national rules provide. This covers goods that are faulty or do not match their description.

The guarantee is separate from the 14-day change-of-mind cancellation period.

Contact

For order problems, cancellations or return instructions, email customerservice@janehinchey.com.