At Alexandrite Publishing, LLC, we want to ensure that you are happy with your purchase.
We stand behind our products and your satisfaction with them is important to us. However, because of the nature of digital products, these purchases are deemed “used” after downloading or opening. Since downloadable products are intangible, there is a strict no refund policy on these types of purchases.
Online Courses / Webinars:
We offer a refund for live webinars if a request for refund request is received at least 72 hours in advance of the event start date. If, for example, a webinar is scheduled to be held at any time on June 24th, the refund request must be received by no later than 11:59 pm on June 20th to be eligible for a refund. If a refund request is received within the required timeframe for live webinars which include promotional products such as books, downloadable resources, or other merchandise, purchaser will be refunded all but $30 of the original purchase price.
We offer a full refund on online courses if the request is made within 30 days of purchase. However, we are unable to refund courses once more than two of the course components have been completed, even if the start date falls within the 30 day return window.
We offer a full refund within 30 days of your receipt of non-perishable items. To be eligible for a return, you must notify us within this time frame of your intent to return your item, your item must be unused, and in the same condition that you received it. It must also be in the original packaging with the quality seals, if applicable, intact. Except in the event of shipping damage, purchaser is responsible for the return shipping costs. Perishable items can be replaced in the event they arrive damaged. Damage must be reported within 24-hours of receipt of the product(s) and should include photos that clearly show the damaged areas.
There are certain situations where a refund request may be denied. These include:
- Books with obvious signs of use
- Any item not in its original packaging and condition
- Any item that is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
We are happy to replace items if they are defective or damaged. Defects and damage must be reported within 24-hours of receiving your item and should include images that clearly show the defect or damage. To initiate a replacement, send us an email at: in**@al*******************.com. In the event you need to exchange apparel for a different size, we are happy to initiate the exchange, but you will need to pay both the return and replacement shipping. Your replacement item will be shipped as quickly as possible upon our receipt of the original item being returned.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be process and a credit will be applied to your credit card or original method of payment. Once your return has been received and approved, we make every attempt to process the refund as quickly as possible. Your financial institution can take up to 20 days for the refund to reflect in your bank account/card.
If you do not see your refund 20 days after being notified of the return approval, please contact your bank/credit card company first to determine the status. If you’ve done this and you still have not received your refund, please contact us at: in**@al*******************.com for more assistance.
Shipping Returns and Exchanges
To return or exchange your product, you should mail your item to:
Alexandrite Publishing, LLC
Attn: Customer Service
12913 Marsteller Drive, #728
Nokesville, Virginia 20182
Be sure to include your order number and contact information in your return package. You will be responsible for paying your own shipping costs for returning the items. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund if not prepaid at the time of shipping.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may wish to use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.
Contact us at in**@al*******************.com for questions related to refunds and returns.