The short version
- Every book comes with a 30-Day Book Guarantee. If something is wrong, if it is not what the edition promised, if a file fails, or if it is not what you hoped for, we correct it, remake it, or exchange it once — free.
- No refunds for a change of mind. Your book is made for one name after you order; the guarantee takes the place of a refund.
- Money comes back only if you were charged twice or in error, if we cannot deliver, if we cancel, or where your consumer law requires it.
- One email to [email protected] is the whole process. We reply within 2 business days.
- In Australia and Canada your consumer law applies in full, in addition to this guarantee.
1. The 30-Day Book Guarantee
For 30 days from the day your book is delivered, we will do the following at no charge:
- Correct it. A wrong name, date, place or detail; a misspelling; a fact we cannot support with a source; a detail of your family that you gave us and we got wrong. As many times as it takes, and you keep every version.
- Remake it. If the book does not contain what the product page described for the edition you bought, or a file is damaged or does not open, we remake or replace it.
- Exchange it. If the book is simply not what you hoped for, you can exchange it, once per order, for another of our books of the same or lower price — for example the same edition on a different surname, or a different book on the same surname. Tell us which, and we make it.
The guarantee is ours and comes in addition to every right the law gives you. If a product page promised a longer window, that longer window applies to your order.
2. What the guarantee does not change
We cannot rewrite what the historical record says. If the documented origin of a name differs from what your family believes, we will show you our sources and can add your family’s account to the book, clearly marked as such — but we will not replace evidence with a preference.
The exchange is a new book, not a refund. Once you choose an exchange, the guarantee continues for the new book for the remainder of the original period, or seven days from its delivery, whichever is longer.
3. When we refund your money
We do not refund for a change of mind. We refund in full, to the original payment method, in these cases:
- You were charged twice for the same order — whenever you notice it.
- You were charged in error for something you did not order.
- We cannot deliver your book, for any reason of ours.
- We cancel your order.
- The law of your country requires it — see the sections for the United States, Australia and Canada below.
These are the only cases in which we refund money. Product pages, advertisements and emails do not add others (section 20 of the {_a(‘terms’)}).
Refunds are issued through Stripe and normally appear within 5 to 10 business days, depending on your bank.
4. Printed copies
- Before printing: until you approve the proof you can change the number of copies, the dedications and the addresses.
- Damaged, defective or lost in transit: tell us within 30 days of delivery (or of the expected delivery date, for a lost parcel), with a photo if it arrived damaged. We reprint and resend, or refund if we cannot. You do not need to send anything back.
- A mistake in the text: covered by the guarantee like any book; we correct the file, and reprint the copies if the mistake was ours.
- Change of mind: printed copies are made for your family and cannot be resold, so they cannot be returned for a change of mind.
- Wrong address: a parcel returned because an address you confirmed was wrong or incomplete is reprinted at cost.
5. How to use the guarantee
Write to [email protected] with the subject Guarantee, your order number (or the email address and surname you ordered with), and what you would like: the correction, the remake, or the exchange you choose. Photos help for printed copies.
We reply within 2 business days and deliver a corrected, remade or exchanged digital book within 3 business days of agreeing what to do. We bear every cost of the guarantee. Nothing has to be returned to us.
6. Before you contact your bank
Please write to us first. A card dispute takes weeks and tells us nothing about what went wrong; an email usually fixes it the same day. If a dispute is opened, we will show the bank the order, the documents in force when you bought — each identified by its fingerprint — the delivery record and our correspondence.
7. If you live in the United States
For printed copies, we ship within the time we tell you when you order. If we cannot, we tell you before that date and you may choose to wait or to cancel; if you cancel, your payment for the copies is refunded promptly, as the Federal Trade Commission’s Mail Order Rule requires.
8. If you live in Australia
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
A major failure includes a book that is substantially different from its description, or one so faulty that you would not have bought it had you known. For those you may choose a refund instead of a correction, remake or exchange. Our 30-Day Book Guarantee is offered in addition to these rights and does not limit them.
To claim, write to [email protected] as described above. Our details: Lineage & Heritage, [email protected]. Our legal name, registration details and postal address are given by email to anyone who asks for them in connection with an order or a claim. We bear the costs of a claim. You may also contact the Australian Competition and Consumer Commission or the fair trading agency of your State or Territory.
9. If you live in Canada
The consumer protection law of your province applies to your order in addition to this guarantee. In particular, if a book or printed copy is not delivered within 30 days of the delivery date we gave you, you may cancel the order and receive a full refund. Write to [email protected].
10. Your rights
We sell to the United States, Canada and Australia. Wherever you live, nothing on this page takes away a right you have under the law that cannot be waived by agreement; where your law gives you more than this page does, your law applies.
Lineage & Heritage, since 2024. Questions: [email protected].