Hekaya Books – Returns & Refunds Policy

Last Updated: October 1, 2026

We want you to be completely satisfied with your purchase from Hekaya Books. This policy explains how returns, refunds, exchanges, and cancellations are handled.

Order Cancellations

If you need to cancel or modify an order before it has shipped, please contact us immediately at hello@hekayabooks.com with your order number.

Once an order has entered warehouse fulfillment or has been dispatched, it generally cannot be canceled or modified and must be processed as a return, where eligible, after delivery.

This cancellation policy does not limit any statutory cancellation rights that may apply under applicable law.

Return Window

We offer a 14-day voluntary return policy, which means you have 14 calendar days after receiving your item to request a return.

This voluntary return policy applies in addition to, and does not replace, any statutory consumer rights that may apply under applicable law, including the EU, UK, and Québec rights outlined below.

Eligibility for Voluntary Returns

For returns under our standard voluntary return policy, the item must be in the same condition that you received it and must meet the following requirements:

• Condition: Unused and in resalable condition.

• Packaging: Returned with all original packaging, protective wrapping, seals, belly bands, labels, and included materials.

• Book Quality: No signs of reading wear, spine cracking, writing, highlighting, folded pages, water damage, or exterior wear.

• Proof of Purchase: Accompanied by an order number or proof of purchase.

• Sets & Bundles: Items purchased as part of a multi-book set, box set, or promotional bundle must be returned as a complete set. Partial returns are not accepted unless otherwise required by applicable law or the item is defective, damaged, or incorrect.

Important: We reserve the right to reject voluntary returns that are not received in their original condition, show signs of use beyond what is reasonably necessary to inspect the product, or are missing original packaging or components.

Customers are responsible for ensuring items are securely packaged for return. Items damaged during return transit due to improper packaging may be rejected or may qualify for a reduced refund, where permitted by applicable law.

Return Shipping Deadline

Once a voluntary return request has been approved by Hekaya Books, the item must be shipped back within 7 calendar days.

Returns that are not shipped within this period may be considered expired and the return authorization may be canceled, except where a longer period or different return procedure is required by applicable consumer protection law.

We recommend keeping your shipping receipt and tracking information until your return has been received and processed.

Non-Returnable Items

The following items are generally non-returnable under our voluntary return policy:

• Digital products, including eBooks and audio downloads

• Gift cards

• Custom or personalized items

• Final sale or clearance items

• Partial returns of book bundles or sets

• Items that are not in resalable condition upon return

These exclusions apply only to the extent permitted by applicable law and do not limit any mandatory statutory consumer rights.

How to Start a Return

1. Contact Us: Email us at hello@hekayabooks.com with your order number and reason for the return.

2. Pre-Approval Required: All voluntary returns must be approved by our team before being sent back. Returns shipped without prior approval may be rejected or delayed.

3. Return Instructions: Once approved, we will provide the appropriate return destination and mailing instructions. Do not ship returns to our registered corporate office or default sender address unless explicitly instructed to do so.

4. Ship Within 7 Days: For voluntary returns, the approved item must be shipped back within 7 calendar days.

Return Shipping Costs

Voluntary Returns

For voluntary returns, the customer is responsible for purchasing and paying for the return shipping label and all associated return shipping costs.

The customer is also responsible for any applicable duties, customs charges, or local taxes associated with returning an item across international borders.

Original shipping costs paid at the time of purchase are non-refundable for voluntary returns.

Defective, Damaged, or Incorrect Items

If an item arrives defective, damaged, or incorrect, Hekaya Books will provide appropriate return instructions and, where applicable, cover the reasonable return shipping costs.

Nothing in this section limits any mandatory rights available to the customer under applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged in transit, or you received the wrong item, please contact us as soon as possible at hello@hekayabooks.com with your order number and clear photos of the issue.

We will assess the situation and provide an appropriate resolution, such as a replacement or refund, in accordance with applicable law.

Your legal rights regarding defective or non-conforming products are not affected by this policy.

Exchanges

We do not offer direct product exchanges.

The fastest way to get the item you want is generally to return the original item for a refund, if eligible, and place a separate new order on our website.

European Union – 14-Day Right of Withdrawal

If your order is delivered to the European Union, you may have a statutory right to cancel your online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.

Notification

To exercise this statutory right, you must notify us of your decision to withdraw within the applicable 14-day period.

Return Period

After notifying us of your decision to withdraw, the goods must be sent back without undue delay and no later than 14 days after you notified us. The deadline is met if the goods are sent before the 14-day period expires.

The 7-day return-shipping deadline for Hekaya's voluntary return policy does not replace or shorten this statutory period.

Inspection and Condition

You may handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to how you would be able to inspect the product in a physical shop.

If the product has been handled beyond what is necessary for such inspection, you may be responsible for any resulting reduction in value, where permitted by applicable law.

Return Shipping Costs

For statutory returns, the customer is generally responsible for the direct cost of returning the goods, provided Hekaya Books informed the customer of this responsibility before purchase and applicable law permits this.

Original Delivery Costs

For a valid statutory withdrawal, Hekaya Books will refund the applicable standard delivery charge paid at the time of purchase, as required by applicable law.

If the customer selected a more expensive delivery option than the least expensive standard delivery option offered by Hekaya Books, we are generally only required to refund the amount corresponding to the standard delivery option.

United Kingdom – 14-Day Right to Cancel

If your order is delivered to the United Kingdom, you may have a statutory right to cancel your online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.

After notifying Hekaya Books of your decision to cancel, the goods generally must be returned within a further 14 days.

The 7-day return-shipping deadline for Hekaya's voluntary return policy does not replace or shorten this statutory period.

Return shipping costs are generally the customer's responsibility where permitted by applicable law and where Hekaya Books has properly informed the customer of this responsibility.

Where the statutory right applies, Hekaya Books will refund the applicable standard delivery charge in accordance with applicable law.

Refunds & Processing Times

1. Inspection: Once your return is received and inspected, we will notify you by email regarding the outcome.

2. Voluntary Returns: Approved refunds under our standard voluntary return policy will normally be processed to the original payment method within 10 business days after approval.

3. Statutory Returns: Refunds relating to statutory cancellation or withdrawal rights will be processed within the timeframe required by applicable law.

4. Refund Hold: Where permitted by applicable law, a statutory refund may be withheld until we receive the returned goods or receive evidence that the goods have been sent back, whichever occurs first.

5. Reduction in Value: Where permitted by applicable law, a deduction may be made for any reduction in the value of the goods resulting from handling beyond what is necessary to inspect the product.

6. Payment Processing: Banks and payment providers may require additional time to post the refunded amount to the customer's account.

7. Missing Refunds: If you have not received an expected refund within the applicable timeframe, please contact us at hello@hekayabooks.com.

Québec Consumer Rights

For customers in Québec, this policy does not limit statutory cancellation rights under Québec's Consumer Protection Act.

Québec law provides consumers with cancellation rights in specific online-purchase situations, including certain situations where required information or documentation has not been provided, where the contract does not meet prescribed requirements, or where applicable delivery requirements have not been met. It does not create a general statutory right to return an online purchase simply because the customer changed their mind.

Where a statutory cancellation right applies:

• The customer may be entitled to return the item within 15 days after sending the cancellation notice, subject to the applicable legal conditions.

• Hekaya Books must reimburse the customer within 15 days after the cancellation notice, as required by Québec law.

• Hekaya Books must cover the reasonable return shipping costs where the statutory cancellation rules apply.

These statutory requirements take precedence over Hekaya Books' voluntary return conditions.

Applicable Consumer Rights

Nothing in this policy is intended to limit, exclude, or waive any mandatory rights or legal remedies available to you under consumer protection laws applicable to your purchase.

Where applicable law grants rights that differ from this policy, those mandatory legal provisions will prevail.

Contact Us

For questions regarding returns, refunds, exchanges, or cancellations, please contact us at:

Email: hello@hekayabooks.com
Website: www.hekayabooks.com