Refunds and returns
A plain summary of what to expect if something is wrong with an ebook or a print book you bought, and how to ask us to put it right.
Every request is looked at by a real person. If something isn't right, email support@booksoasis.com and we will work it out with you. This page is a summary; the Refund Policy has the full terms.
Ebooks
An ebook is delivered the moment you pay, so purchases are generally final once you have opened the book in Oasis Reader.
If the ebook won't open, is incomplete, or doesn't match its listing, contact us within 14 days of purchase. We will fix the problem or refund you, whichever solves it.
Print books
Paperbacks and hardcovers are printed to order, just for you.
- Cancelling: an order can't be cancelled once printing has started. If we can still stop it before printing, we refund you in full, shipping included. Email us as soon as you can.
- Damaged, defective or misprinted copies: contact us within 30 days of delivery with a photo of the problem, and we will send a free reprint or a refund.
- Lost parcels: contact us and we will trace it with our print partner and put it right.
How refunds are paid
Refunds are added to your BooksOasis wallet as store credit. The credit comes off your next order automatically at checkout, and if it covers the whole order you won't need to pay anything more.
- We can refund a whole order, or just the books (or the shipping) that had a problem.
- We email you when a refund is made, with the amount and your new wallet balance.
- A refunded ebook is removed from your library and can no longer be opened.
- Your receipt in My Library marks refunded books and shows the amount refunded.
You can see your balance and its history on the Account tab of My Library.
How to ask for a refund
- Find your order numberIt is in your order confirmation email, and next to each book in My Library.
- Email usWrite to support@booksoasis.com from the email address on your account, with your order number and a short description of the problem.
- Add a photo for print problemsFor a damaged, defective or misprinted copy, include a photo that shows the problem.
- Hear back from usWe reply with the outcome directly.
Before you ask
A few things are quicker to fix than to refund:
- An ebook showing Preparing your file in your library is still being made ready, and an ebook showing Available with a date is a pre-order that opens on release day.
- If a book you bought is missing, check that you are signed in to the booksoasis.com account you used at checkout.
- For a print order, the status and tracking link under My Orders usually show where it is.
Something wrong with your order?
Email us with your order number and a real person will help.