1. Introduction

This Cancellation and Refund Policy Policy has been prepared to clearly explain the circumstances under which Cineviz will review, accept or decline requests related to product damage, replacement requirements, delivery concerns and order cancellations. Customers placing an order with Cineviz acknowledge that they have read and understood the terms outlined in this policy and agree that these guidelines will govern any request made after an order is placed. Cineviz handles, packs and dispatches each book with care; however, printed books are physical products and may display natural characteristics associated with the printing and binding process. This document establishes how genuine concerns will be evaluated and addressed.

2. Eligibility for Replacement

Cineviz considers a replacement only when a product has suffered clear and significant physical damage during transit, and such damage directly affects the usability or readability of the book. Transit-related damage refers to situations where the book reaches the customer with torn internal pages, a bent or crushed structure that affects the form of the book, separation of the binding, or similar damage that reasonably indicates mishandling during courier movement. Customers must also understand that printed books naturally show minor variations in paper texture, ink density, colour tone and surface finish. These characteristics do not affect the reading experience and are a normal part of the printing process. Minor corner bends, light scuff marks and small aesthetic impressions that arise through standard movement within the courier network do not qualify as defects and will not be accepted for replacement.

3. Evidence Required for Processing a Damage Claim

To process a concern related to physical damage, Cineviz requires clear evidence that the damage occurred before the book reached the customer. Customers must submit a continuous unboxing video beginning with the unopened parcel and ending with the product fully revealed. The video should clearly show the condition of the packaging, the process of opening it and the specific damage being reported. Edited videos, incomplete videos or videos with missing segments cannot be considered. Customers must also provide photographs of the damaged area along with images of the external packaging and shipping label. These submissions allow Cineviz to confirm the nature of the issue and determine whether it arose during transit.

4. Timeframe for Reporting Damage

All concerns related to physical damage must be reported within twenty-four hours from the time the shipment is marked as delivered. This timeframe is necessary because courier investigations, insurance checks and transit verifications cannot be initiated once a longer period has passed. Customers are expected to open and inspect their parcel immediately upon delivery. Requests raised after the twenty-four-hour window cannot be processed.

5. Replacement Process and Refund Limitations

When Cineviz approves a replacement request, the customer will receive a replacement copy of the same book. Cineviz follows a replacement-first approach, meaning refunds are not issued unless a replacement copy is unavailable. Refunds, when applicable, are processed only to the original payment method. Cineviz does not provide refunds based on dissatisfaction with content, subjective preferences, personal expectations, courier delays or reasons unrelated to verified transit damage.

6. Incorrect Address, Failed Delivery Attempts and RTO

If the shipment cannot be delivered because the address provided was incomplete or incorrect, the customer was unavailable at the time of delivery, the courier was unable to reach the customer or delivery was refused, the order may be returned to origin (RTO). When such a return occurs, Cineviz considers the order fulfilled to the extent possible and cannot issue a refund or replacement. Customers who wish to receive the book must place a new order using accurate information. It is the customer’s responsibility to verify that the address and contact information entered at checkout are correct.

7. Customer Responsibility After Dispatch

Once the order has been dispatched and tracking details have been shared, customers must monitor the shipment’s progress and remain available to coordinate with the courier if required. Delivery attempts may fail if the customer does not respond to courier calls or messages, or if no one is available at the address provided. Cineviz cannot take responsibility for such delivery failures and cannot offer a replacement or refund in these situations.

8. Conditions Where Replacement Cannot Be Considered

Cineviz cannot accept requests for replacement based on concerns that do not relate to physical damage. These include dissatisfaction with the content, artistic style or storyline; variations in colour, print tone or paper behaviour; or any aesthetic expectations that do not affect readability. Damage or wear that occurs after delivery or during customer handling is also not eligible for review. Only concerns directly connected to transit-related damage qualify.

9. Warranty Limitation

Books sold by Cineviz do not carry any form of warranty. Printed books may display natural variances in texture, shade, ink density and binding behaviour. These characteristics are not considered defects. Cineviz’s responsibility is limited to ensuring that the book is delivered in a condition suitable for reading. Beyond this, no warranty-based claims regarding quality, appearance or content can be accepted.

10. International Orders and Delivery Conditions

For international shipments, customers are responsible for paying customs charges, import duties or regulatory fees applicable in their country. If the customer refuses to pay these charges, the shipment may be returned or destroyed by customs authorities, and Cineviz cannot issue a refund or replacement in such situations. Delivery confirmation provided by the courier or local postal authority is treated as completion of the order. Chargebacks filed after confirmed delivery will be challenged using the available delivery records.

11. Cancellation After Payment

Orders cannot be cancelled or modified after payment is completed, as the processing cycle begins immediately. Customers should review all order details carefully before making payment.

12. Updates to Dispatch Dates and Operational Timelines

Cineviz may revise dispatch dates, delivery timelines, pre-sale schedules and related information based on operational requirements such as printing schedules, packaging volume and courier performance. The website always reflects the most updated information available. Changes in timelines do not qualify for cancellation, refund or compensation.

13. Acceptance of the Policy

By placing an order with Cineviz, the customer confirms that they have read, understood and agreed to the terms of this Cancellation and Refund PolicyPolicy. These terms apply uniformly to all orders, and Cineviz may not consider requests beyond the scope of this document.