Cancellation and Refund Policy
Effective Date: 01 July 2026 Last Updated: 27 Aug 2026
This Policy applies to purchases of physical books and digital books or educational materials made through the Ascentia Publishers website. Because physical products are delivered while digital products are made available through customer accounts, cancellation and refund treatment may differ by product type.
Table of Contents:
1.1 Cancellation Before Dispatch
Customers may request cancellation of a physical-product order before dispatch by contacting grievance@ascentia-publishers.com with the order number. If accepted before dispatch, the applicable amount will be refunded.
1.2 Cancellation After Dispatch
Once a physical order has been dispatched, cancellation may no longer be possible. The request may instead be handled under the return provisions of this Policy.
1.3 Damaged, Defective or Incorrect Physical Books
A return, replacement, or refund may be available where a physical book is delivered damaged, materially defective, incorrectly supplied, materially different from the product ordered, or has a substantial manufacturing/printing defect.
1.4 Reporting Period
Customers are requested to report damaged, defective, incorrect, or materially different physical products within 7 calendar days of delivery. A defect that could not reasonably have been identified at delivery should be reported as soon as reasonably possible after discovery. This Policy does not limit any mandatory consumer rights or remedies.
1.5 Evidence
We may request photographs of the book, packaging, shipping label, and the relevant defect or damage. Customers should retain the original packaging until the issue is resolved.
1.6 Change of Mind
A physical-book return solely because of a change of mind or preference may not ordinarily be accepted after dispatch, subject to applicable law. Customers should request cancellation before dispatch where possible.
1.7 Replacement
Where a physical product qualifies for replacement, we may provide a replacement copy subject to availability. If replacement is not reasonably possible, an applicable refund may be offered.
2. Digital Products
2.1 Nature of Digital Purchase
Digital books and educational materials are delivered electronically by enabling access through the customer account used for purchase. No physical shipment is made for a digital-only product.
2.2 Cancellation Before Digital Access Is Activated
Where a customer requests cancellation before digital access has been activated and the product has not otherwise been consumed or accessed, we may process cancellation and refund subject to applicable law and the specific product terms.
2.3 After Digital Access Has Begun
Once access to a digital product has been activated or the customer has begun accessing the material, cancellation or refund may ordinarily not be available solely because the customer changes their mind, subject to mandatory rights under applicable law.
2.4 Digital Access Defects
A refund, replacement entitlement, or restoration of access may be considered where the purchased digital product is materially inaccessible, substantially defective, incorrectly supplied, or materially different from the product description, and the issue cannot reasonably be resolved within a reasonable period.
2.5 Wrong Digital Product
If a customer receives access to a digital product different from the one purchased, the customer should contact us promptly. We may correct the entitlement, provide the correct access, or provide another appropriate resolution.
2.6 Access Duration
The access period, if limited, will be stated on the product page or at purchase. If no period is stated, access is intended to remain available subject to the continued operation of the service, product availability, account status, and these Terms.
3. Bundles and Mixed Orders
Where a single order includes physical and digital products, cancellation or refund will be assessed separately for each component where appropriate. For example, a physical item may qualify for a return while a digital component may already have been activated and therefore may be treated differently.
4. Refund Eligibility
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Approved cancellation before dispatch of a physical product.
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Approved cancellation before digital access is activated, where applicable.
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Product unavailable after successful payment.
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Physical product damaged, defective, incorrect, or materially different where replacement is not reasonably possible.
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Digital product materially inaccessible or defective where the issue cannot reasonably be resolved.
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Duplicate payment or payment received without a corresponding successful order.
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Other circumstances where a refund is required by applicable law.
5. Refund Method and Timing
Approved refunds will ordinarily be processed through the original payment method used for the transaction, including the relevant payment channel. The time for the amount to appear in the customer’s account may depend on the bank, card issuer, UPI provider, payment gateway, or other financial institution.
Ascentia Publishers does not control third-party banking settlement timelines. Ascentia Publishers initiates refunds promptly, the time it takes for funds to appear in your account depends on your bank, card issuer, or UPI provider (typically 5 to 7 business days).
6. Failed or Duplicate Payments
If payment is debited but an order or digital entitlement is not successfully created, contact grievance@ascentia-publishers.com with the transaction reference, amount, date/time, and order number if available. We will verify the transaction and take appropriate steps.
7. Shipping Charges
Where a physical-product refund results from an error attributable to Ascentia Publishers, a defective/damaged/incorrect product, or another circumstance requiring a refund under applicable law, the treatment of applicable delivery charges will be determined in accordance with the circumstances and law and in favor of the customer.
8. Non-Refundable Circumstances
Subject to mandatory legal rights, refunds may not ordinarily be available for physical products where the customer simply changes their mind after dispatch, or for digital products after access has been activated where the product is functioning as described. Refunds may also be unavailable for damage caused by the customer, misuse, unauthorised sharing, or other conduct inconsistent with the Terms.
9. Fraudulent or Abusive Requests
We may investigate requests that appear fraudulent or abusive, including repeated false damage claims, false non-delivery claims, deliberate damage, fraudulent payment use, or misuse of digital access. Legitimate consumer rights are not affected.
10. Contact and Grievance
Cancellation, return, replacement, and refund requests should be sent to grievance@ascentia-publishers.com. Please include the order number, customer name, email address, product title, and a description of the issue.
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Name: Dr. Chethan Kumar S
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Designation: Grievance Officer
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Registered Address: D.No 1390/8, 2nd Main, 3rd Cross, Saraswathi Nagar, Davangere – 577004, Karnataka, India.
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Redressal Timeline: We acknowledge grievances within 48 hours and resolve them within the timeframe stipulated by applicable Indian laws.
11. Policy Changes
We may update this Policy to reflect changes in products, fulfilment, digital-access systems, payment arrangements, or applicable law. The version applicable to an order will be the version presented or incorporated at the relevant time, subject to applicable law.