This is the short version, and we would rather you read it before you buy than after: we do not issue monetary refunds, because every book is researched and produced for one specific name the moment you order it. What we do instead is fix anything that is wrong, for 30 days, as many times as it takes.
There are four situations where we do return your money, and they are listed below. This policy is part of our Terms & Conditions.
What we promise instead of a refund
The moment you order, we begin researching your surname and producing a book that exists for no one else. There is no stock to restock and no copy to resell. That is why the answer to a problem is not a refund but a correction.
For 30 days after delivery, if anything in your book is wrong, tell us and we will correct it and send you a new copy at no charge, as many times as it takes to get it right. You keep every version.
We have put a time limit on this where previously there was none. It is 30 days rather than forever so that the promise means something and we can actually keep it.
If something in your book is wrong
Write to support@lineageandheritage.com with your order number and tell us what is wrong. Useful things to include:
- the exact detail that is incorrect, and what it should be;
- any documentation you have — a family record, a certificate, a published genealogy, a prior heraldic registration.
We reply within 2 business days and send the corrected book as soon as it is ready.
What we will change: a factual error, a wrong or misspelled name, a wrong date or place, an armorial attribution we can see is mistaken, a corrupted or unreadable file, or a book that does not match the tier you paid for.
What we cannot change: what the historical record says. If the documented origin of a name is not the one your family believes, we will show you what the sources say and note your family’s account in the book, but we will not replace evidence with a preference. That is the whole value of the book.
If your book never arrived
Check your spam or promotions folder first — that is where it usually is. Then write to support@lineageandheritage.com and we will resend it immediately, to a different address if you prefer.
If we cannot deliver it to you at all, that is one of the cases where you get your money back in full. See below.
When we do refund you
Four situations, and in each of them you get the full amount back:
- You were charged twice for the same order.
- You were charged in error — an order you did not place, or a charge for something you did not buy.
- We never delivered your book and cannot deliver it, for whatever reason.
- We cancelled your order before producing it, because we could not research the name or for any other reason of ours.
These are not exceptions we grant as a favour. If we did not deliver what you paid for, keeping your money would simply be wrong.
Refunds go back to the original payment method through Stripe, and normally appear within 5 to 10 business days depending on your bank.
Cancelling an order
Write to us as soon as you can. If we have not started producing your book, we will cancel it and refund you in full. Once research and production have begun, the book exists and cannot be cancelled — but the correction promise above applies to it in full.
If you are thinking about a chargeback
Please write to us first. A chargeback takes weeks, tells us nothing about what actually went wrong, and in almost every case we could have fixed the problem the same day.
If you do open one, we will respond to your bank with the record of your order: what was purchased, the terms and this policy as they were shown to you at checkout, the delivery record, and our correspondence. We would much rather spend that effort on your book.
support@lineageandheritage.com — a person reads it.
Your rights
Nothing in this policy takes away a right you have under the law that cannot be waived by agreement. If you are ordering from outside the United States and the consumer law where you live gives you a right of withdrawal or a right to a refund that this policy does not provide, that right applies and this policy does not override it.
Questions: support@lineageandheritage.com.
Fufos LLC, a Wyoming limited liability company.