Refunds & delivery

Contact FiWEH first

For purchases made on fiweh.com, use Contact FiWEH with your order number, title, purchase email and the reason for your request. A receipt is helpful, but other information that reasonably verifies the purchase is accepted. You can request a written copy of this policy through the same contact route.

FiWEH handles customer refunds. Bookvault prints and ships physical orders on FiWEH’s behalf; a supplier credit to FiWEH is not a refund to you. Do not send a book directly to Bookvault or to an address on the package without return instructions.

Printed books: change-of-mind returns

Notify FiWEH within 30 days after delivery if you wish to return a printed book simply because you have changed your mind. This applies to regular-price and discounted printed books.

For these voluntary returns, books must be in resalable condition: clean and complete, without writing, highlighting, missing pages or damage caused after delivery. Ordinary inspection is allowed. Please package the return securely and retain proof of posting.

You pay the return postage for a voluntary change-of-mind return. The original delivery charge is non-refundable. We refund the price paid for accepted returned books and any associated refundable tax; there is no restocking fee.

We will provide return instructions after your request. Send the return within 14 days after receiving those instructions, unless we agree an extension. These voluntary-return conditions do not apply to claims for defective or incorrect goods or override mandatory cancellation or other consumer rights.

Damaged, faulty or incorrect books

Contact FiWEH as soon as you reasonably can after discovering the problem. Describe the fault and keep the book and packaging while we review it. Photographs of the damage and packaging can help; we will explain how to provide them if needed.

For a verified fault, incorrect item or damage attributable to fulfillment, FiWEH will arrange an appropriate replacement or refund and cover any return postage we require. Any refund will include delivery charges that must be refunded for the affected order. We will follow applicable law if it gives you a choice of remedy.

The 30-day voluntary-return window and resalable-condition rule do not shorten legal rights for defective, misdescribed or incorrect goods.

Shipping and missing orders

Bookvault prints and ships physical books. Available destinations, services, charges and any stated production or shipment estimates are shown for the relevant order. A checkout option is not a promise of delivery to every country or address.

If we cannot ship within the stated time, or within the legally applicable period when no shipment time was stated, we will notify you and offer the choices required by law, including agreeing to a revised shipment date or canceling for a refund. We will not require you to wait indefinitely for an unshipped order.

If a shipment is late or missing, contact FiWEH with the order number. We will review the fulfillment and tracking information and arrange the remedy appropriate to the outcome and applicable law. A supplier’s restriction on untracked shipments does not remove your statutory rights.

Canceling or correcting a physical order

Contact FiWEH promptly if you need to cancel or correct an order. If it can be stopped before production, we will cancel it and refund the payment for that order. Once production has started, we may be unable to stop or alter it; the printed-book return policy will then apply, without limiting any mandatory cancellation rights.

Check the delivery address carefully. If an address error affects delivery, contact us so we can review the available options. We will explain any proposed additional charge before asking you to agree to it.

Digital purchases

If you bought a digital edition by mistake and have not downloaded or started accessing the purchased content, contact FiWEH within 14 days of purchase to request a refund.

Once purchased digital content has been downloaded or accessed, voluntary change-of-mind refunds are not offered. This does not remove rights for faulty, misdescribed or unavailable content or any cancellation right that cannot lawfully be excluded. Merely displaying this policy does not obtain a waiver of a statutory withdrawal right.

For a duplicate charge or duplicate order for the same digital edition, contact us with the order details so we can correct a verified duplicate. If the purchased file is corrupt, access cannot be supplied, or a technical problem attributable to the product or service cannot be resolved, we will provide an appropriate replacement or refund, subject to applicable law.

For technical help, include the title, format, device, application and error message. Do not send your password. Bookvault’s printing policies do not apply to digital-content refunds.

Refund method and timing

Approved refunds are returned to the original payment method where possible. If that method cannot receive the refund, we will agree an appropriate alternative with you; we will not substitute store credit without your agreement unless the law permits otherwise.

For voluntary physical returns, we will review the returned books and communicate the outcome within 7 business days of receipt. We will initiate an approved refund within 7 business days after approval, or sooner where required by law. Bank or card-provider processing may take additional time.

Refunds legally required for canceled or delayed unshipped merchandise will be made within the applicable legal deadline, not postponed by the voluntary-return review schedule. Contact FiWEH if a confirmed refund has not appeared.

Your legal rights

This policy describes FiWEH’s voluntary return terms as well as its process for order problems. It does not exclude warranties, remedies, cancellation rights or other protections that applicable law gives you. Where the law requires a different outcome, that requirement takes priority.