Refund policy
Return and Refund Policy
Most of what we sell is digital, delivered straight to your inbox the moment your order is processed. A small number of titles are also available in print. Because the two are handled differently, this policy is split by format. Whatever you've ordered, you have 30 days to contact us if something isn't right, and we'll work with you to sort it out.
To get help with any order, email support@stelloway.com with your order number and a short description of the problem. We reply within one business day.
Digital e-books
Change of mind. E-books are delivered instantly and can't be returned once downloaded, so we don't offer refunds, exchanges, or cancellations for change of mind. This includes deciding you no longer want the book, not enjoying it, buying it by mistake, or finding it elsewhere at a different price. The format of every product is stated in its title and description and confirmed at checkout before you pay.
Something's wrong with the file. Contact us within 30 days of purchase and we'll make it right if:
- The file is corrupted, incomplete, or won't open in a standard reader
- The book you received is materially different from what the product page described
- Your download link never arrived or has expired
In most cases we'll fix this by resending or replacing the file. If we can't supply a working copy, we'll refund you.
Didn't get your download? Check your spam or junk folder first. If it's not there, email us and we'll resend it or give you another way to access the file.
Physical books
Damaged, defective, or wrong item. Check your order when it arrives. If a book is damaged in transit, has a printing defect, or isn't what you ordered, contact us within 30 days of delivery. Include a photo if you can. In most cases we'll send a replacement or refund straight away without needing the damaged copy back.
Change of mind. We don't offer returns or refunds for change of mind on print editions. If you'd like to swap a title, get in touch and we'll do what we can to help.
Please don't post anything back before contacting us. If a return is needed, we'll send you instructions. Returns sent without prior approval can't be accepted.
European Union customers
If you're in the EU, you have a 14-day right to cancel physical orders for any reason. The book must be in the condition you received it, and you'll need your order number.
For digital e-books, EU law allows the 14-day cancellation right to be waived when you ask for immediate delivery and acknowledge that you lose the right to cancel. You give this consent at checkout, so the cancellation right does not apply to e-books once delivered.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits any right you have under that law or any other law that cannot be excluded. The change-of-mind exclusions above apply only to the extent the law allows.
Refunds
Once we've approved a refund, we'll confirm by email. Refunds go back to your original payment method and are usually processed within 10 business days. Your bank or card provider may take a few more days to show it. If it's been more than 15 business days since we confirmed your refund, let us know.
Before you dispute a charge
If you're thinking about raising a chargeback with your bank, please email us first. Nearly every issue can be resolved directly and much faster. We keep records of product descriptions, checkout confirmations, and delivery logs for every order and will provide them in response to any dispute.