Refund & Cancellation Policy.
We pack every order by hand and photograph every parcel before it leaves us, because we want your books to arrive exactly as they should. When something genuinely goes wrong, we make it right — here is exactly how that works.
Effective 16 August 2026
The short version.
- Change your mind before we ship? Cancel for a full refund.
- Parcel lost in transit? Full refund or a free replacement — your choice.
- We're very late to ship? If we still haven't shipped your order 3–4 days or more past our promised dispatch window, you can cancel it for a full refund.
- Missing, wrong or damaged books? We replace or refund — with one condition: a continuous unboxing video, started before the tape is cut. No video, no claim.
- Changed your mind after delivery? Printed books are made, packed and shipped for you — we don't offer change-of-mind returns or refunds.
Cancelling an order.
You can cancel any order for a full refund at any time before it is dispatched. Write to contact@eilmah.com with your order number, or message us from the contact page. Once a parcel has been handed to the courier it is on its way to you and can no longer be cancelled.
The unboxing video — please read this before you open your parcel.
Record one continuous video starting before you cut the tape, until every book is out of the box. If anything is missing, wrong or damaged, this video is required for a replacement or refund — claims without an unboxing video can't be accepted.
This isn't us doubting you. Every parcel we send is weighed and photographed at packing, so between our packing photo and your unboxing video, what happened is always clear — and genuine claims get resolved quickly, without back-and-forth. The video must be a single unbroken take that shows the parcel unopened (tape intact), then the opening, then each book coming out. A video that starts after the box is already open unfortunately can't prove what arrived inside it.
This requirement is printed on a sticker on the parcel itself and stated here — it applies to every parcel we dispatch.
Missing, wrong or damaged books.
If your unboxing video shows a book missing, a wrong title, or transit damage, email contact@eilmah.com with your order number and the video as soon as possible — ideally within 48 hours of delivery. Once we've verified it we will, at your choice:
- send a free replacement of the affected book(s), or
- refund the affected book(s) to your original payment method.
Claims made without a qualifying video, or relating to damage that occurred after delivery, cannot be accepted. Minor cosmetic variations that don't affect reading — the nature of printed books — aren't treated as damage.
Lost or undelivered parcels.
Every parcel ships tracked. If tracking confirms your parcel was lost in transit, or it is returned to us as undeliverable through no fault of the address you gave us, we'll send a free replacement or issue a full refund, shipping included — your choice. If tracking marks a parcel as delivered to your address, we'll help you chase the courier, but a "delivered" scan can't by itself support a refund.
Delayed orders.
Dispatch and delivery estimates are shown at checkout and in your receipt email. If we still haven't dispatched your order 3–4 days or more past our promised dispatch window, you may cancel it for a full refund — just write to us. Once a parcel is with the courier, transit times are estimates rather than guarantees (customs and carrier delays do occasionally happen), so a slow-moving parcel that is still on its way isn't refundable — but if it stops moving entirely, the lost-parcel rule above takes over. We watch tracking on every order and chase delays before you have to.
Ebooks.
Ebooks are delivered by email shortly after payment. Because a digital file can't be returned, ebook purchases are non-refundable once delivered — except when the same order was paid twice (we refund the duplicate in full) or we're unable to deliver your file at all. If a download ever fails or a file won't open, write to us — we'll always fix delivery.
How refunds are paid.
All refunds go back to your original payment method through our payment partner, Razorpay. We initiate approved refunds within 5–7 business days; your bank or card issuer may take a further few days to show the money in your account. We'll email you when the refund is initiated.
How to make a claim.
- Email contact@eilmah.com (or use the contact form).
- Include your order number (e.g. EILM-20260801-0001).
- For missing / wrong / damaged claims, attach or link your unboxing video.
- We aim to reply within 1–2 business days with next steps.
This policy should be read together with our Shipping & Delivery Policy and Terms & Conditions.