Refund policy
Returns and Refunds Policy
Last updated: 10 September 2026
We want you to have a good experience with Sophie Books. This Policy explains how cancellations, returns and refunds work for our digital and physical products, as well as what to do if there is a problem with your order.
Sophie Books is operated by Paimapa Ltda., based in Florianópolis, Brazil, and serves customers in different countries. Your legal rights may vary depending on where you live.
1. Digital Products
eBooks and audiobooks are digital products and are normally made available electronically after payment.
Cancellation
Where applicable law gives you a legal right to cancel a purchase, we will respect that right.
For digital content supplied immediately, this may depend on whether you expressly requested immediate access and acknowledged, where required by law, that you may lose your right to cancel once access to the content begins.
Where the applicable law allows the cancellation right to be lost after access, download or streaming begins, a change of mind after that point may not entitle you to a refund.
This does not affect any legal rights you may have if the digital product is defective, does not work properly or does not match its description.
Technical problems
If you experience a technical problem with an eBook or audiobook, please contact us.
Depending on the circumstances, we may provide a new access link, resolve the problem, replace the product or provide a refund where legally required or otherwise appropriate.
If you receive the wrong title or format, please contact us so that we can investigate and resolve the issue.
2. Physical Books — Print on Demand
Physical books may be produced to order through our printing and shipping partner, Cloudprinter.
Your rights in relation to cancellations and returns may depend on the applicable law and the circumstances of the order.
Print-on-demand products are not automatically excluded from legal cancellation or return rights in every country.
Where you have a legal right to cancel or return an order, we will respect that right.
Where there is no legal right to return a correctly supplied print-on-demand product simply because you have changed your mind, a voluntary return may not be available.
Damaged, defective or incorrect books
If your book arrives damaged, has a printing or manufacturing defect, is significantly different from what you ordered or you receive the wrong title or product, please contact us as soon as possible.
Send photographs of the problem and provide your order number.
Depending on the circumstances and your legal rights, we may provide a replacement, a new copy, a partial or full refund or another appropriate solution.
Where required by law, we will cover the applicable return costs.
3. Orders Not Received
If your physical order does not arrive within the expected delivery period, please contact us with your order number.
We will investigate the situation with the partners responsible for production and delivery and, depending on the circumstances, may arrange a reprint, resend the order or provide a refund where appropriate.
4. Cancelling a Physical Order
If you wish to cancel a physical order, please contact us as soon as possible.
We will try to cancel the order before production begins. Once production or shipping has started, cancellation may no longer be possible, without affecting any legal cancellation rights that apply to you.
5. Refunds
Where a refund is due, it will normally be made using the same payment method used for the original purchase.
The time it takes for a refund to appear in your account may depend on your bank or payment provider.
Where applicable, we will comply with the refund periods required by law.
6. How to Request a Refund or Report a Problem
Please contact us at hello@sophiebooksandco.com and include:
• your order number;
• the name used for the purchase;
• the product purchased;
• the reason for your request; and
• photographs or other relevant information where applicable, particularly for physical products that are damaged, defective or incorrect.
We will review your request and do our best to resolve the situation fairly and efficiently.
7. Your Legal Rights
This Policy does not limit or exclude any mandatory consumer rights that apply to you.
Depending on the applicable law, these may include rights relating to online cancellation, defective goods, products that do not match their description, quality or functionality, defective or incompatible digital content, replacements and refunds.
Where mandatory consumer protection law provides rights that are more favourable than those described in this Policy, those legal rights will apply.
8. Contact Us
For questions about returns, cancellations or refunds, please contact:
Paimapa Ltda.
Florianópolis, Brazil
Email: hello@sophiebooksandco.com