Terms & Refund Policy

Who we are

Willows Publishing is a Canadian independent publisher.

Taxes

Willows Publishing is a small supplier under the Excise Tax Act (Canada) and is not registered for GST/HST. No tax is added to your order.

Digital products (eBooks)

eBooks are delivered as digital files (PDF and/or EPUB) via a secure download link sent to your email address immediately after payment. Download links are valid for 30 days.

No refunds once accessed. Because a digital file cannot be "returned" once downloaded, all eBook sales are final.

Technical issues. If a technical problem prevents you from accessing your file, contact us within 14 days and we will resolve it — whether by resending the link, providing an alternative format, or issuing a full refund at our discretion.

EU customers. Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal on digital purchases. This right is waived once you click your download link, in accordance with Article 16(m) of the Directive. If you have not yet accessed your link, contact us within 14 days for a full refund.

Physical products

Physical books are shipped via Canada Post or a comparable carrier. Shipping times vary by destination. You will receive a tracking number by email once your order ships.

Damaged or lost orders. If your book arrives damaged or is lost in transit, contact us within 30 days of the expected delivery date and we will send a replacement or issue a refund.

Returns. We do not accept returns for change-of-mind. To start any return, contact us first — we'll confirm whether the return is accepted and provide the return shipping address at that point. When a return is agreed upon in writing, the customer is responsible for return shipping costs and the book must arrive in its original, resalable condition. Refunds are issued within 14 days of receiving and inspecting the returned copy.

Contact

For any questions about your order, please email jade.willows@willows-publishing.com. We aim to respond within 2 business days.