Refund Policy

Everything we sell is digital and delivery is instant. The moment your payment is confirmed, access is granted to your email address and the delivery email goes out with a sign-in link and your invoice. There is nothing to send back and nothing for us to restock.

That's why this page exists instead of a returns policy: what we owe you is a fair hearing, not a shipping label.

The usual reasons, and we don't make any of them difficult:

• Something is broken — a book won’t open, the narration won’t play, pages are missing or wrong.
• You paid twice, or bought a book you already owned through another route.
• You bought the wrong age tier or the wrong book.
• You read it and it genuinely isn’t what the page led you to expect.

Ask within 3 days of buying and we'll refund you, no questions asked. After that we'll still read every request and we still fix what's broken — a book that won't open is our problem whenever you find it — but the automatic yes is the first three days.

The one thing that isn't a refund reason is buying a book, using it, and asking for the money back as a matter of routine. We're a one-person business and we trust people; please don't make that a mistake.

A refund can be all of what you paid or part of it. A partial refund is the sensible answer when, say, one book in a bundle didn't work for you but the rest did, or when you were charged for something you only partly received. We'll tell you which we're doing and why before we do it.

We can never refund more than is left on an order. If part of it has already been refunded, only the remainder is available.

Refunding your money and taking away your books are two separate decisions, and we make the second one deliberately rather than automatically.

• A partial refund, or a refund for something that went wrong, normally leaves your access exactly where it is.
• A full refund for a purchase you didn’t want usually comes with access to that purchase being removed — you’d be reading a book you no longer paid for.
• Removing access only ever touches what that order bought. Other books you own are untouched.

We'll always say which of those is happening when we confirm the refund.

Tell us what happened. Two ways, both read by a person:

• The contact page — no account needed.
• The help desk at your account — best if you're signed in, because the conversation stays attached to your order.

Or just reply to any email we've sent you, or write to help@fernbug.com.

Include your order number if you have it — it's on your invoice and in your delivery email, and your orders are listed on your account page. If you can't find it, the email address you paid with is enough.

Refunds go back through Stripe to the card you paid with. We can't send one anywhere else — that is how card refunds work, and it's also what protects you.

We issue it as soon as we've agreed it with you. How long it takes to show up on your statement is up to your bank, and is usually a few business days.

A credit note is generated for every refund and filed with your order. Ask and we'll send you a copy for your records.

If something looks wrong on your statement, please talk to us first. A chargeback takes weeks, costs us a fee, and usually ends up somewhere we could have got to in an afternoon. We've never refused to look at a genuine problem.

If this changes, the date at the top changes with it. The policy that was on this page when you bought is the one that applies to your purchase.