Refund policy

Return and Refund Policy

Thank you for shopping with Dr Orlando Mardner.

This policy explains how returns, cancellations, refunds, damaged items, and digital products are handled when you purchase from our store.

1. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at [your email address].

If your order has not yet been processed, fulfilled, or shipped, we will do our best to cancel it and issue a refund.

If your order has already been shipped, you may need to follow the return process below.

2. Returns for Physical Books

You may request a return of a physical book within 14 days of receiving your order.

To be eligible for a return, the item must be:
- unused;
- in the same condition that you received it;
- free from damage caused after delivery;
- returned with proof of purchase or order confirmation.

To start a return, please contact us at [your email address] with your order number and reason for return.

Customers are responsible for return shipping costs unless the item is faulty, damaged, defective, or incorrect.

Please do not send items back without contacting us first.

3. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, contact us within 7 days of delivery at info@orlandomardner.com. Please include:
- your order number;
- a brief description of the issue;
- clear photos of the damaged, defective, or incorrect item and packaging.

If the issue is confirmed, we will offer a replacement, refund, or other appropriate resolution.

4. Refunds

Once your returned item is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Please note that banks and payment providers may take additional time to process and post the refund.

Original shipping costs are non-refundable unless the return is due to our error, a faulty item, a damaged item, or an incorrect item.

5. Digital Products and eBooks

Digital products, including downloadable eBooks, PDFs, audiobooks, or other digital files, are generally non-refundable once access has been provided, downloaded, or delivered, unless required by applicable consumer law.

If you experience a technical issue accessing your digital product, please contact us at info@orlandomardner.com and we will help resolve the issue.

6. Non-Returnable Items

The following items cannot usually be returned:
- digital downloads once delivered or accessed;
- personalised or signed items, unless faulty or damaged;
- items returned in a used, damaged, or unsaleable condition not caused by delivery;
- gift cards, if offered.

7. Exchanges

We only replace items if they are damaged, defective, or incorrect. If you need a replacement, contact us at info@orlandomardner.com.