Refund policy
Returns And Cancellations
Book Returns
We cannot accept returns on books, but if you receive a damaged book please email me at the address below and I’ll send a replacement.
Please email herman@hermansteuernagel.com
No returns will be accepted on digital products.
Digital products: Digital products (Audiobooks & ebooks) are emailed immediately after checkout, so orders cannot be canceled or refunded once payment has been processed. For customers located in the UK/EU, digital product orders cannot be canceled or refunded once the download has begun.
Pre-orders: Pre-orders (including digital pre-orders) can be cancelled up until 24 hours before the date of launch. If you’d like to cancel a pre-order, please email herman@hermansteuernagel.com
Merch Return Policy
We understand that accidents happen. If you receive a misprinted or defective physical merch product, we’ll gladly replace it or offer a refund within 30 days of receipt.
However, as our merch products are made to order, we can’t accept returns or exchanges for incorrect sizes, colors, or if you simply change your mind.
We want to make sure you love your order. If you’re not in love with your purchase, contact us within 30 days of receiving your order and we’ll do our best to work with you to find a solution. For quality issues, please provide clear photos of the products on a flat, well-lit surface. This quick and simple step will help us to provide a speedy resolution.
Cancellations and Amendments
All of our merch products are printed to order especially for you. You can cancel or amend your order at any time before it is sent to production. In some cases, this could be immediately. If the order has been sent to production, it means that our print partner is already working to produce it. Due to that, it may not be possible to cancel the order free of charge at this point.
Damaged/Quality Issues
For the fastest resolution, please include a photograph demonstrating the poor quality of the print or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, as well as eliminate errors in future printing.
U & UK Customers — Right of Withdrawal
If you are located in the EU or UK, you have the right to withdraw from your order within 14 days of receiving your item(s) without giving a reason.
To exercise this right, contact herman@hermansteuernagel.com within 14 days of delivery. You must then return the item(s) within a further 14 days. Return shipping costs are your responsibility. Once we receive the returned item(s), we will refund the product price within 14 days. We reserve the right to deduct from the refund if the item shows signs of handling beyond what is necessary to assess its condition.
The following are exempt from the right of withdrawal:
- Digital products (ebooks and audiobooks) where the download has begun
- Made-to-order or personalized physical items (including signed books)
- Print-on-demand merchandise made to your specifications
These exemptions apply per Article 16 of Directive 2011/83/EU.