Return Policy
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We take quiet pride in the small selection of resources we publish, and we want every reader to feel comfortable with their purchase. This Return Policy explains how refunds and exchanges work for printed and digital items ordered through Zarvaxenjlox.
1. Window for returns
You may request a return within thirty calendar days from the day your order is delivered. Requests received after that period are considered case by case and are at our discretion. The thirty-day window applies to physical items only; digital downloads are covered by a separate provision below.
2. Condition of returned items
Printed booklets and kit components must be returned in resalable condition: free of marks, water damage, and bent corners, with all original components included. We understand that paper is delicate, so light reading marks are acceptable; we ask only that you take reasonable care during handling and shipping.
3. How to start a return
Send a short message through the Contacts page with your order reference and the reason for the return. Within two business days, we will reply with a return address in Ottawa and brief packaging instructions. Please do not send items back before receiving these instructions, as unaddressed parcels may be delayed at our depot.
4. Shipping costs
Outbound shipping fees on the original order are non-refundable unless the return is the result of an error on our part (for example, a damaged item or an incorrect title shipped). Return shipping costs are the responsibility of the customer, except in those cases. We recommend a tracked service for any return so the parcel can be located if it goes missing.
5. Refund processing
Once the returned item arrives at our address and is inspected, we issue the refund to the original payment method within seven business days. Depending on your bank, the funds may take a few additional days to appear on your statement. We will send you a short email confirmation when the refund is released.
6. Exchanges
If you would like to exchange a kit for a different title from our shelf, mention this in your initial message. We will hold your replacement until the original item is received, then ship the new one at no additional shipping cost provided the values are within five Canadian dollars of each other.
7. Digital downloads
Because digital files cannot be returned in the conventional sense, downloads are generally non-refundable. However, if a file is damaged, fails to open, or differs significantly from its description, please contact us within fourteen days and we will either repair the file, supply a replacement, or refund the purchase, whichever you prefer.
8. Damaged or incorrect items
If your parcel arrives damaged, or if the contents do not match your order, please contact us within seven days of delivery and include a brief description and a photograph if possible. We will arrange a replacement, store credit, or refund without requiring you to ship the damaged item back, unless we specifically request otherwise.
9. Items not eligible
Items marked as final sale, custom-personalised orders, and used or marked-up booklets are not eligible for return except in cases covered by Canadian consumer protection law.
10. Changes to this policy
We may update this Return Policy from time to time. The current version is identified by the date at the top of this page. Updates apply to orders placed after the new effective date.
11. Contact
For any question about returns, refunds, or exchanges, please reach us through the Contacts page. We are happy to talk things through.