Refund Policy
Website: https://novelspell.com
Company: Frostwave Labs Inc.
Contact: info@novelspell.com
Address: 2967 Dundas St. W. #992, Toronto, ON M6P 1Z2
Jurisdiction: Ontario, Canada
Effective date: 2026-09-23
We want you to feel confident trying what we sell. This policy explains our 90-day satisfaction guarantee, cancellations, returns, replacements, and refunds.
1) 90-day satisfaction guarantee
You may ask for a full refund within 90 days after the item is delivered. This guarantee covers both defective items and a change of mind. Opening, reading, or downloading an eligible item does not by itself make it ineligible.
To start a request, email info@novelspell.com with your order number, the item, and whether you prefer a refund or replacement. We aim to reply within 2 business days. Do not post anything before we provide instructions.
2) Eligible condition and fair use
Eligible physical items may be new, opened, or read. Damaged, defective, misprinted, misbound, incorrect, and lost items are eligible. Digital items remain eligible after download.
We may manually review repeated, abusive, or clearly fraudulent requests. A manual review does not reduce rights that cannot be limited by applicable law.
3) Digital products
Digital products are covered by the same satisfaction guarantee, including after the files have been delivered or downloaded. A refund may disable future access to the refunded download where the delivery platform supports it. You do not need to return or delete a file before contacting us.
4) Physical products and return method
We normally do not require you to post the item back. If we do require a return, we will provide the instructions and label. You will not pay return shipping. We do not charge a restocking fee.
For damage, a print defect, or an incorrect item, we may ask for photographs so we can resolve the problem and pursue the fulfilment claim without making you ship the item unnecessarily.
5) Custom novels
A custom novel is written to your brief after you pay. The rest of this policy applies to it, with these additions.
You can cancel for a full refund at any time before we start writing it. Email us with your order number.
Most custom novels are ready within 24 hours. That is an estimate, not a guaranteed delivery time. If we cannot deliver your book, or it does not reach the standard of the books we publish, we write it again at no cost to you. If we still cannot deliver it, we refund you in full.
After delivery, a custom novel is covered by the same 90-day satisfaction guarantee as everything else we sell. Each extra language edition and each paperback is handled as its own item.
You can add one paperback of your custom novel, in the language it is written in, when you order it. It costs our usual paperback price plus the delivery charge shown at checkout, is printed on demand once your novel is delivered, and is sent to the address on your order. It is for personal use, not resale. Until it is sent to print, you can cancel it for a full refund of its price and delivery charge.
We may decline a brief that asks for unlawful content, or for content about a real person without their consent. If we decline, we refund you in full.
Your custom novel is written for you. We do not add it to our catalogue or sell it to anyone else.
6) Refund amount and timing
Approved refunds are sent to the original payment method. We process them within 10 business days after approval. Your bank or payment provider may take additional time to reflect the credit.
This commercial guarantee does not delay any refund deadline required by applicable law. Where the law requires an earlier refund, the earlier deadline applies.
For a change-of-mind or preference refund, original outbound shipping charges are not refunded. If the item is damaged, defective, incorrect, lost, or affected by our delivery failure, the approved refund includes the original outbound shipping charge for that item.
7) Cancellations
Contact info@novelspell.com as soon as possible. A physical order can be cancelled only before production begins. We hold physical orders for approximately 2 hours before releasing them to production, but we cannot guarantee cancellation if production has already started.
A cancellation request made after production starts is handled under the 90-day satisfaction guarantee after delivery.
8) Bundles
For a bundle containing digital and physical items, we resolve each part on its own facts. A problem with one part does not automatically cancel or duplicate the part that was delivered successfully. Tell us whether you want a refund or replacement for the affected part or for the complete bundle.
9) Your legal rights
This policy is in addition to rights and remedies that cannot be excluded under applicable consumer law. Where local law gives you stronger rights, those rights apply.
Questions or requests: info@novelspell.com