Refund policy

We want you to love your books. This page explains when you can cancel an order, and what happens if something arrives damaged or faulty.

1. Digital books — ebooks and audiobooks

Digital books are delivered as soon as your payment is confirmed (or on release day, for pre-orders).

Before you can buy a digital book, we ask you to tick a box to:

  1. agree that we deliver it straight away, before the 14-day withdrawal period ends, and
  2. confirm that you understand you lose your right to cancel once it has been made available to you.

We confirm this in your order confirmation email. Once your digital book has been made available to you, the purchase can't be cancelled or refunded, except if the file is faulty (Section 4).

Pre-orders: you can cancel a digital pre-order at any time before release day, for a full refund.

2. Physical books — 14-day right of withdrawal

This covers paperbacks, hardcovers and special editions.

If you are a consumer, you can cancel your order within 14 days without giving a reason. The 14 days start on the day you (or someone you name, other than the carrier) receive the book. If an order arrives in several parcels, they start when the last parcel arrives.

How to cancel: email books@maxinehenri.com before the 14 days are up, with your name and order number. You can use the form at the bottom of this page, but you don't have to. We confirm every cancellation by email.

What happens next:

  • Send the book back to us within 14 days of telling us you're cancelling. We'll email you the return address.
  • You pay the return postage.
  • We refund what you paid, including the original standard delivery cost, within 14 days of receiving your cancellation. We may wait until the book has arrived back, or until you've shown us proof you've sent it, whichever is earlier.
  • We refund to the payment method you used, with no fee.
  • If you chose a more expensive delivery option than our standard one, we only refund the standard delivery cost.
  • If the book comes back damaged beyond what's needed to look at it, we may reduce the refund to reflect that.

Pre-orders: you can cancel a physical pre-order at any time before it ships, for a full refund.

Exceptions: books signed or personalised for you (for example with your name), or otherwise made to your own specifications, can't be cancelled once production has started.

3. Bundles

A bundle is treated item by item. Digital books in a bundle follow Section 1, and physical books follow Section 2. If you cancel the physical part of a bundle, we refund that part's share of the bundle price.

4. Damaged, faulty or wrong items

Our physical books are printed to order, and occasionally one arrives damaged or with a printing fault. Email books@maxinehenri.com within 30 days of delivery with your order number and a photo of the problem. We'll send a replacement or refund you, your choice. You don't need to send it back unless we ask, and if we do, we pay the postage.

If a digital file won't open, won't play or is faulty, contact us and we'll fix it, send a new file, or refund you.

5. Your legal rights

Nothing in this policy affects your statutory rights. Under EU law, everything we sell must match its description and work as it should. You can claim under this legal guarantee for 2 years after delivery.

6. Contact

Katarina Mayer, Joseph Haydn Gasse 1C/3/6, 7111 Parndorf, Austria
books@maxinehenri.com

Model withdrawal form

(Complete and return this form only if you want to cancel the contract.)

To: Katarina Mayer, Joseph Haydn Gasse 1C/3/6, 7111 Parndorf, Austria, books@maxinehenri.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date: