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Refund Policy

FLOVIE House - Independent Publishing

At FLOVIE House, we take great care in producing high‑quality books and digital content. As a small independent publisher, we aim to be clear, fair, and fully compliant with UK consumer law. This policy explains your rights and how we handle returns and refunds for both physical and digital products.

Digital Products (Ebooks)

Immediate Access & Loss of Cancellation Rights

By purchasing and downloading our digital products, you agree to receive the content immediately. This means you waive your legal right to cancel under the Consumer Contracts Regulations 2013 once the download has begun.

Because digital content cannot be “returned,” we are unable to offer refunds for:

  • Change of mind

  • Accidental purchase

  • Disliking the content after reading

This does not affect your statutory rights.

Faulty Digital Content

If your ebook file is faulty, corrupted, or not as described, please contact us at sylvieowens@floviehouse.com

In line with the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund.

Physical Products (Paperbacks)

Change‑of‑Mind Returns

If you purchased a paperback directly from FLOVIE House, you have the right to cancel your order within 14 days of receiving the item. You then have a further 14 days to return it.

To qualify for a refund:

  • The book must be returned in unused, resaleable condition

  • It must include all original packaging where applicable

We reserve the right to refuse refunds for items that show signs of use, handling, or damage beyond what is necessary to inspect the product.

Return Postage

Unless the item is faulty, return postage costs are the responsibility of the customer.

Refund Amount

We will refund:

  • The price of the book

  • The cost of standard delivery only

Upgraded delivery services (e.g., express shipping) are non‑refundable.

Faulty or Damaged Items (All Formats)

If your item arrives damaged, misprinted, corrupted, or not as described, please contact us within 14 days of delivery with:

  • Your order number

  • A brief description of the issue

  • Photographs (for physical items)

In accordance with the Consumer Rights Act 2015, you may be entitled to a refund or replacement.

How to Request a Return or Report an Issue

Please email us at sylvieowens@floviehouse.com with:

  • Your name

  • Order number

  • Details of the issue

  • Photographs if applicable

We will guide you through the next steps.

Processing Your Refund

Once we receive your returned item (where applicable) and confirm its condition, we will process your refund within 14 days. Refunds are issued to the original payment method only.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Digital downloads

  • Personalised or custom‑made items

  • Items damaged after delivery

  • Items returned in non‑resaleable condition

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