REFUNDS & RETUNS POLICY

Hej Messmate,

We want you to be happy with your purchases from The Resilience. This policy explains our approach to refunds and returns for different types of products and services.

Direct Sales from Our Shops

Digital Products (eBooks, PDFs, Digital Games):

  • 14-day refund period from date of purchase
  • Refunds processed within 5-7 business days
  • No questions asked for technical issues or quality concerns

Please Note: Digital products are licensed for personal use only. You may not redistribute, resell, or modify them without written permission from Libertalia Press. We trust our Messmates to respect the code.

All payments are securely processed via trusted third-party platforms such as Stripe, PayPal, or WooCommerce Payments. We never store your card details on our servers.

Physical Products (Books, Games, Merchandise):

  • 30-day return period from delivery date
  • Items must be in original condition
  • Customer responsible for return shipping costs unless item is defective
  • Customer responsible for return shipping costs unless item is defective
  • Refunds processed within 5-7 business days of receiving returned items

Subscription Services:

  • Cancel anytime through your account or by contacting us
  • No refunds for partial subscription periods already provided
  • Payment processing data (handled by secure third-party processors)
  • Immediate cancellation prevents future charges

Third-Party Platform Sales

Important: When you purchase our products through third-party platforms, their refund and return policies apply, not ours. We have no control over these policies.

Amazon: Books and products sold through Amazon follow Amazon’s return policy. Contact Amazon customer service directly for returns or refunds.

Other Bookstores: Digital and physical books sold through retailers (Kobo, Barnes & Noble, etc.) follow each retailer’s specific policies.

App Stores: Future mobile app purchases will be governed by Apple App Store, Google Play Store, or other platform policies.

Gaming Platforms: Games sold through Steam, itch.io, or other platforms follow their respective refund policies.

Print-on-Demand Services: Physical books printed through services like IngramSpark or KDP follow those platforms’ return policies.

What We Can Help With

Even when purchases are made through third-party platforms, we can:

  • Provide technical support for our digital products
  • Answer questions about content or usage
  • Help troubleshoot download or access issues
  • Offer alternative formats when possible

Contact us first: we might be able to resolve issues without needing to go through platform return processes.

Service Refunds

Writing Services or Consultations:

  • Refunds considered on case-by-case basis
  • Must be requested within 7 days of service delivery
  • Partial refunds may apply for partially completed work

Custom Work or Commissions:

  • 50% deposit is non-refundable once work begins
  • Remaining balance refundable before final delivery
  • Completed custom work is generally non-refundable

When Refunds Aren’t Available

Downloaded Content: Once a digital product has been successfully accessed or downloaded, it may be considered “used” and may not be eligible for refund unless technical issues prevent proper use. By initiating a download, you acknowledge this condition.

Personalised Items: Custom or personalised products cannot be returned unless defective.

Sale Items: Products purchased at significant discounts may have limited return options.

Abuse Prevention: Repeated refund requests may be declined to prevent system abuse.

Technical Issues

Download Problems: We’ll help resolve access issues before considering refunds.

Compatibility Issues: If our digital products don’t work on your device, we’ll provide alternative formats or full refunds.

Quality Issues: Defective or significantly mislabeled products are eligible for immediate refunds or replacements.

How to Request Refunds

Contact Information:

Email: linnea@aswewrite

Subject: Refund Request

What to Include in Your Request:

  • Order number or purchase details
  • Reason for refund request
  • Platform where purchased (if applicable)
  • Any technical issues experienced

Response Time: We aim to respond to refund requests within 48 hours.

Special Circumstances

Financial Hardship: Contact us if you’re experiencing financial difficulties – we may be able to work out alternative arrangements.

Platform Issues: If a third-party platform is unresponsive to your refund request, let us know and we’ll help advocate where possible.

Multiple Purchases: Bulk purchase refunds are handled individually based on specific circumstances.

Our Philosophy

We believe in fair treatment for both customers and creators. Our refund policy balances customer satisfaction with the reality of running a sustainable creative business.

We’d rather resolve issues and keep you as a happy community member than fight over refunds.

Questions About Returns?

Unsure whether your situation qualifies for a refund? Want to discuss alternatives to returns? Need help navigating third-party platform policies?

Contact us directly. We’re reasonable pirates who prefer solving problems to citing policy fine print.

Fair winds and fair returns,

//Captain Linn & Sir Bear 🏴‍☠️
The Resilience

Frequently Asked Questions

Digital Products

Can I download to multiple devices?
Yes, you can access your eBooks on any device you own, provided the format is compatible.

What formats are available?
We typically offer ePub and PDF formats. If you need an alternative, contact us and we’ll do our best to accommodate.

How do I access my purchase again later?
You’ll receive a download link via email after purchase. If you lose access, just contact us with your order details and we’ll resend it.

Can I share my copy with a friend?
We love generosity, but digital products are licensed for personal use only. Encourage your crewmates to grab their own copy and support the ship! (Or state your case to the Captain who may consider gifting you a copy.)

[Last updated: 25 August 2025]