Returns and refunds
This policy covers books, digital files and custom design work bought on baobabonline.net from Baobab Technologies Limited.
A refund is made on a whole order, and ends the licences and downloads of every file in it. To get a refund for one item of an order that holds others, contact us first at info@baobabonline.net.
Books
- Cancelling. Cancel any book order before it is dispatched for a full refund.
- Change of mind. Return unused books in their original condition within 14 days of delivery. We refund the book price; you pay the return postage, or drop the books at our Kampala office.
- Damaged or wrong books. Tell us within 7 days of delivery. We replace them or refund in full, including delivery.
- Class sets and collections follow the same rules. Unopened sets can be returned within 14 days.
Digital files
Because files can be downloaded as soon as they are released, we refund in full when:
- a file is faulty, will not open, or does not match its description, and we cannot fix it within 3 business days;
- you bought the same product twice by mistake;
- you bought a single item and then a pack that includes it within 14 days, in which case we refund the single item.
After a digital refund, the licence and its certificate are cancelled and you must delete the files.
Exclusive editions
Exclusive editions are refunded only if the file is faulty or does not match its description and we cannot fix it within 3 business days. After a refund, the exclusive licence ends and the piece may go back on sale.
Custom design work
- Before the first draft. Cancel at any time before we send the first draft for a full refund.
- After the first draft. Cancel before the final files are delivered and we refund 50%. You keep no rights in the drafts.
- Late work. If the first draft is more than 5 business days later than the date we agreed, you can cancel for a full refund at any point before the final files.
- After final delivery. No refund, unless the work does not match the brief we confirmed and we cannot put it right within the two rounds of changes.
Changes beyond the two included rounds, or a brief that changes after we confirm it, are quoted separately before we start them.
How to ask
Email info@baobabonline.net, call +256 753 791 499 or use the contact form, with your order number. We reply within one business day.
When the money reaches you
Refunds go back to the card or account you paid with, within 7 days of approval. Card refunds can take a further 5 to 10 business days to show on your statement.