This policy governs returns and refunds for all physical film history guidebooks sold through our online store. Our goal is to ensure a smooth and transparent process whenever a guidebook fails to meet your expectations or arrives in less-than-perfect condition. We strive to address each return inquiry promptly, guiding you through each step—from initial contact to final resolution—while safeguarding the integrity of our curated collection of cinema history publications.
1. Eligibility and Initial Contact
If you receive a guidebook that is defective, damaged in transit, or not the edition you ordered, please notify our customer support team with your order number, a clear description of the issue, and any supporting photos. This notification serves as your return authorization request and allows us to prepare the appropriate paperwork and shipping labels. No additional conditions apply beyond confirming that the item received does not match the item shipped. Our support specialists will acknowledge your request and provide detailed instructions on packaging, shipping, and documentation needed to complete your return.
2. Packaging and Return Shipment
When preparing your guidebook for return, please use the original packaging whenever possible. Place the book inside a sturdy outer box or padded envelope, ensuring that the spine and cover remain protected from bending or crushing. Include all original components—dust jackets, inserts, bookmarks, and any bonus materials included with the guidebook. Secure each piece with cushioning material such as bubble wrap or packing paper to prevent movement inside the box. Clearly label the package with the return authorization information provided by customer support, and affix any pre-paid shipping label if one was issued. Proper packing minimizes the risk of further damage in transit.
3. Shipping Costs and Responsibilities
Return shipping costs are to be covered by the customer except in cases of defective or incorrect items. We recommend choosing a shipping method that includes tracking and insurance to protect your return shipment. In the rare event of a defect or fulfillment error, we will issue a prepaid shipping label or reimburse reasonable return postage expenses. Once your return is in our possession, we will notify you via email or your chosen contact method. Please retain proof of shipment until your return is fully processed, as this documentation may be required should any dispute arise regarding the return.
4. Inspection and Assessment
All returned guidebooks undergo a thorough inspection process to verify the reported condition. Our quality assurance team examines the returned item for damage, completeness, and authenticity. If additional information is needed—such as close-up images of a torn page or evidence of printing errors—we may reach out to you for clarification. This collaborative approach ensures accurate assessment and expedites the resolution. Our evaluation focuses solely on the condition of the guidebook itself; packaging materials and external wear unrelated to a shipping or manufacturing defect will not influence the outcome of your claim.
5. Resolution Options
Based on the inspection findings and inventory availability, eligible returns may be addressed through one of the following methods:
- Replacement Shipment: We send out an identical edition of your guidebook at no extra charge, ensuring you receive the copy you originally selected.
- Store Credit Voucher: A credit code is issued for future purchases of any product category, giving you flexibility to choose another title or explore additional offerings.
- Alternate Guidebook Exchange: If your chosen edition is unavailable, you may opt to exchange for a different film history guidebook of equal or lesser value, with any difference handled through store credit.
Each resolution is tailored to your preference, allowing you to select the option that best suits your needs.
6. Refund Methodology
When a refund is requested and approved following inspection, the refund amount corresponds to the purchase price of the returned guidebook, excluding original shipping fees. Refunds are issued using the same payment method utilized for the original transaction. Please allow sufficient time for your financial institution or payment provider to reflect the credit in your account. In cases where a different refund method is necessary—such as store credit instead of a direct financial refund—we will provide clear instructions on how to redeem your credit voucher.
7. Exceptions and Non-Returnable Items
Certain guidebook editions and supplementary materials are not eligible for return once dispatched:
- Personalized editions (for example, volumes bearing custom inscriptions or special print runs).
- Limited-edition items that include irreversible holographic seals or tamper-evident components.
- Bonus content such as downloadable digital assets or boxed sets where part of the set has been opened and cannot be resealed.
Guidebooks returned with excessive wear from use, unauthorized alterations, or missing pages will be declined. This policy ensures that all customers receive products in the highest possible condition.
8. Communication and Policy Updates
Throughout the returns process, you will receive regular updates via email—or via your preferred contact channel—covering each stage: confirmation of your return request, shipment receipt, inspection outcome, and final resolution. Our customer support team is available to answer questions, clarify procedures, and assist with any special circumstances that may arise. We periodically review and refine this policy to reflect improvements in our operations and expanded product offerings. The current version of this policy applies to all orders effective from the date of publication.
We are committed to honoring the quality and authenticity of every film history guidebook we offer. If a return is necessary, this policy is designed to provide a clear, efficient path to resolution—whether through replacement, exchange, or refund—so you can continue to explore the rich tapestry of cinema history with confidence.