Refund Policy

A refund or replacement may be available when a physical book arrives damaged, has a material printing defect, or is different from the item ordered. Keep the book and packaging and contact us before sending anything back.

• Provide the order number
• Describe the issue clearly
• Include photographs when damage or an incorrect item is involved

Digital purchases are normally final once paid access has been activated. A refund may be considered when the wrong edition was supplied, paid access cannot be provided or repaired, the file is materially unusable, or a duplicate payment is confirmed.

Eligible pending or confirmed orders with unpaid or pending payment can be cancelled in My Account while fulfilment remains unfulfilled or is not required. If payment has already completed or fulfilment has begun, contact support for review.

A refund may be declined when a book has been read, used, marked, altered, damaged after delivery, returned without approval, or is no longer in its original saleable condition, unless the request concerns an original defect or another right that cannot lawfully be excluded.

A refund is normally unavailable after a correct digital edition has been activated, downloaded, or read, or when access failed because sign-in details were shared, device requirements were ignored, or access controls were bypassed.

Fees charged independently by a bank, transfer service, internet provider, or other third party are not part of the store order and cannot normally be refunded by Laila Sandleen.

Use the email address attached to the order where possible. Include the order number, book title and edition, reason for the request, and any photographs or payment proof requested by support. Never send a banking password, PIN, or one-time code.

Do not post a physical book until the return has been approved and support has supplied instructions. Unapproved parcels may be delayed, misdirected, or impossible to match to an order.

After the relevant item, images, access record, or payment evidence is reviewed, support will confirm whether a replacement, access repair, account credit, or refund is appropriate.

Where practical, an approved refund follows the original payment route. For cash-on-delivery refunds, support will confirm a suitable refund method with the customer. Share only the minimum account information specifically requested for the approved refund.

Support will confirm when an approved refund has been initiated. The time before funds appear depends on the receiving bank or payment channel and may be outside the store’s direct control.

This policy does not limit any refund, replacement, or consumer right that cannot be excluded under applicable law.