Updated: October 21, 2026.
This policy covers seller-shipped physical books, books printed for your order, PDF downloads, online reading editions, and gift cards purchased through Ketabona. The edition shown in your order determines how we handle your request. A printed purchase does not include a PDF or online reading access unless the listing explicitly includes it.
How to request help
Open My Account → My Orders, select the affected order and use its help/return action where available, or email info@ketabona.com. Include your order number, the book or item, the number of affected copies, and a description of the problem. For damage or printing defects, provide clear photographs of the affected book and packaging. Never send card details, passwords or payment PINs.
Our standard request window is 30 days after delivery for physical books and 30 days after purchase for digital editions and gift cards. Contact us promptly about a shipment that has not arrived or a problem you discover later. These windows do not remove applicable customer rights, and this update does not reduce rights or more favourable promises attached to an earlier purchase.
Seller-shipped physical books
For a change-of-mind return, keep the book unused and in its original condition and packaging where reasonably possible. Damage, incorrect items and other defects are reviewed separately; using a book to discover a defect does not automatically exclude a request. We will coordinate with the relevant seller and confirm the decision, return address and shipping arrangements before you send anything back.
Books printed for your order
Printing and delivery are calculated for the address and quantity entered before payment. Customer payment and print production are separate stages. To request cancellation or an address correction, contact us immediately. We must check whether production can still be stopped; submitting a request or changing a store status does not confirm that printing has been cancelled.
If copies arrive damaged, incorrectly printed, incomplete, or different from the purchased edition, tell us which copies are affected and provide photographs where available. We will review the issue and confirm the appropriate replacement, refund or other resolution. Change-of-mind requests require review of the actual production stage and applicable rights; a cancellation or refund is not automatically guaranteed or automatically excluded merely because the book is printed on demand.
For a printed book that has not arrived, please confirm the delivery address with us so we can investigate with the delivery or printing service. For damage or printing defects, clear photographs of the problem and, where relevant, the packaging help us assess the request. Please keep the book and do not send it back unless we provide return instructions. We will confirm any replacement, refund or other resolution after reviewing the case.
Delivery and tracking
Track printed orders through My Account → My Orders. Delivery dates are estimates, not guarantees. “Shipped” means dispatched, not delivered. A printed order marked “Completed” after shipment does not itself confirm delivery. If tracking is overdue, missing or inconsistent, contact us so we can investigate. Status and email updates may not appear immediately.
International deliveries may incur customs duties, import taxes or clearance charges that are not included in the checkout total. Where applicable, these may be payable by the recipient before delivery. We do not guarantee that every international shipment will be free of additional charges. This does not change charges expressly included in your order or rights under applicable law.
PDF downloads and online reading
Contact us about a missing download, unreadable or incorrect file, inaccessible Bookshelf edition, or duplicate charge. We will check payment and access records and work to restore access, correct the file or confirm an appropriate remedy. Digital orders do not require a physical return. A refund decision and any access adjustment are checked separately and confirmed to you.
Gift cards
Gift-card requests require review of the original purchase, remaining balance and redemption history. A refund record does not automatically disable a gift card. We will explain any refund, balance adjustment or other outcome before it is applied.
Return instructions and costs
Do not send an item to a printer, a seller or an address copied from an older policy without our current return instructions. We will confirm whether a return is required, its destination, who pays return shipping, and how original delivery charges and tax are treated. These decisions depend on the problem and applicable rights; shipping is not automatically excluded from every refund.
Refund approval and payment
A submitted request is not an approved refund. We will confirm the affected items, quantities, amount and next steps. Sale pricing alone does not exclude a request. Where supported, approved refunds are returned through the original payment method. If a separately arranged transfer is needed, we will confirm it with you. Payment-provider processing times vary. A store status or internal refund record alone is not proof that money has reached your account.
For questions, contact info@ketabona.com. Read this policy together with our Terms and Conditions and Privacy Policy. Nothing here limits rights that cannot lawfully be excluded.