Our Commitment

At The Frozen River Book, we want you to be happy with your purchase. This policy explains our refund and return process for digital ebooks.

Digital Products – No Physical Returns

Since we sell digital ebooks, there are no physical items to return. Once you download your ebook, you have permanent access to the file.

Refund Eligibility

You Can Get a Refund If:

  • You cannot download your ebook after purchase
  • The ebook file is damaged or corrupted
  • You were charged twice for the same purchase by mistake
  • Technical problems prevent you from accessing your ebook
  • You contact us within 14 days of purchase

You Cannot Get a Refund If:

  • You have successfully downloaded the ebook
  • You changed your mind after reading the book
  • You don’t like the story or content
  • You bought the wrong format by mistake (but we can help you get the right format)

Refund Time Limits

14 Days: You have 14 days from your purchase date to request a refund.

After 14 days, we cannot process refunds except in special cases like technical problems we caused.

How to Request a Refund

To request a refund:

  1. Email us at [email protected]
  2. Include this information:
    • Your order number
    • Email address used for purchase
    • Reason for refund request
    • Date of purchase
  3. We will respond within 2 business days
  4. Refund processing takes 3-7 business days

Refund Methods

We will refund money using the same payment method you used to buy the ebook:

  • Credit card refunds go back to your card
  • PayPal refunds go back to your PayPal account
  • Bank transfers go back to your bank account

Technical Support First

Before requesting a refund, please contact us for technical help. Many download problems can be fixed quickly. We want to help you get your ebook working.

EU Consumer Rights

If you live in the European Union, you have additional rights:

  • 14-day cooling off period for online purchases
  • Right to withdraw from purchase (before downloading)
  • Consumer protection under EU law

By downloading the ebook, you agree that the cooling-off period ends.

Damaged or Corrupted Files

If your ebook file doesn’t work properly:

  1. Contact us immediately
  2. We will send you a new file
  3. If the new file still doesn’t work, we will give you a full refund

Duplicate Purchases

If you accidentally buy the same ebook twice:

  1. Contact us with both order numbers
  2. We will refund the duplicate purchase
  3. No questions asked

Processing Time

  • Refund approval: 1-2 business days
  • Money back in your account: 3-7 business days (depends on your bank)

Special Circumstances

We may consider refunds outside our normal policy if:

  • We made a mistake with your order
  • Technical problems were our fault
  • You have a genuine hardship situation

Contact us to discuss your situation.

No Refund Situations

We cannot give refunds for:

  • Personal taste (not liking the story)
  • Buyer’s remorse after reading
  • Accidentally buying wrong genre
  • Reading the book and then wanting money back

Contact Us

For refund requests or questions:

Email: [email protected]
Response Time: Within 2 business days
Address: 20 boulevard Jean Jaurès, 54000 Nancy, France

Changes to This Policy

We may update this refund policy. Changes will be posted on our website at https://thefrozenriverbook.com with a new “Last Updated” date.