Refund and Returns Policy - Suncatcher Press

I’m an indie author, offering my books and merchandise online as a way to connect more deeply with my readers. It also provides you a way to support me directly, without expensive platform fees getting between us. That means more of your money goes into writing you more books to read, instead of fueling some bajillionare’s superyacht.

What I’m not is some big box retailer, with a warehouse and massive staff to handle a flurry of returns or customer service issues that might crop up because someone changed their mind. I’ve done my best to make sure the manufacturers I work with are top-notch, the items offered in my shop are the best balance of high quality and affordable, and the product listing pages full of all the details you might need to make an informed decision about your purchase.

That said, sometimes things go wrong: in production, in shipping, in delivery. This refund and returns policy is here to help you navigate that. Please keep in mind there’s a person (usually me, hi! 👋) on the other end of your email, and we’ll get you sorted out as quick as possible.

(Oh, and I’ll be using the ‘royal we’ to refer to the SuncatcherPress.com shop throughout the rest of this. Yeah, it feels odd to me, too.)

Policy Overview

This policy only covers items purchased directly on this website (SuncatcherPress.com), for which you would have been emailed a receipt from SuncatcherPress.com with an Order Number. To facilitate your refund, please use this Order Number in all communications with us regarding your claim. Any products obtained through other, third-party platforms (and, therefore, without a SuncatcherPress.com receipt and Order Number), must be handled according to the policy and procedures stated on that platform.

There may be certain situations where only partial refunds can be granted, or when a claim is rejected entirely – especially if the customer is impatient, rude, or chooses to disregard this policy in whole or in part. To ensure everything goes promptly and smoothly with your claim, please be sure to read over this policy completely.

Eligibility

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, it’s no longer eligible for any refunds or exchanges. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be sealed in the original packaging, with all tags, labels, and packaging materials present and/or attached.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. Items that may come in contact with bodily fluids, such as underwear, sportswear, drinkware, swimsuits, baby bodysuits, or facemasks. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items include (but are not limited to):

Gift cards
Digital, virtual, or downloadable products
Some health and personal care items
Items sold as “Clearance” or labeled “As-Is”
Any “Mystery Box” type sale bundles
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

To be eligible for a claim, please do not send your purchase back to the manufacturer, or to any other address, unless you have received official instructions from someone at SuncatcherPress.com to do so. (They’ll just bin or donate it, and you’ll have revoked our ability to assist you further.)

Abuse

Please note that refunds are granted solely at our discretion. Any instances of abuse of the human(s) trying to help you, or regarding either this site or policy, will result in your claim being rejected entirely and any associated account(s) suspended.

Refunds

Due to our small scale, many of our products are goods made to the consumer’s specifications and thus considered ‘limited’ or ‘custom’. This means we can only refund or replace items if they are defective or damaged.

To investigate your claim, we require a receipt or proof of purchase. We may also request photo evidence of the defect(s)/damage and of any packaging your order was shipped in, as well as a description of the defect(s)/damage that you discovered on the item’s arrival. Please have this ready when you begin the claims process.

Once you have notified us of your issue with an item, someone will contact you with a Claim Number and a request for photos of the defects/damage (as outlined above), as well as any further information that might be needed. Please be patient, as we respond in order of ‘first come, first served’.

After receiving your information, your claim will be reviewed, and a reply sent within 14 days regarding the approval or rejection of your claim. Please only contact us if 14 days have passed without an update. (Be sure to check your spam folders first, as well!)

If you are approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please be patient, as this process depends greatly on your payment provider (usually about 10 business days, but it’s not guaranteed).

If you are rejected: You are welcome to resubmit any additional new evidence you believe will support your claim – once. Please note, however, that a reply or update regarding your claim’s status is not guaranteed at this point, and any abuse of this system can result in your claim being rejected outright. (In other words: ‘No, no, and still no’ means no, and spamming us will only get you blocked. Please see the section on Abuse.)

Late or missing refunds

If you haven been approved for a refund but haven’t received it yet:

First check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your approved refund, please contact us. Be sure to include your Order Number to avoid any further delays.

Sale items

Only regular priced items are eligible to be refunded. Products on sale might, at our discretion, be partially refunded. Items marked ‘Clearance’ cannot be refunded.

Exchanges

If you need to exchange for the same item, contact us to receive instructions.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

For details of how and where to return your product(s), contact us for further instructions.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will first be deducted from the amount.

You are responsible for paying for any shipping costs involved in returning, replacing, or exchanging your item, unless the cause is determined to be due to manufacturer error.

If you are returning more expensive items, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

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