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Return and Redownload Policies for Ebook Purchases

Quick Reference Table

Return Redownload CS Form Live Chat Email Phone
Amazon Y, 7 days Y Y Y Y Y
Barnes & Noble N Y Y Y N Y
Kobo N Y Y N N Y
Sony N Y Y N N Y
Diesel Y, b4 dl’d Y Y N N Y
Fictionwise Y, b4 dl’d Y Y N Y Y
BooksonBoard Y, b4 dl’d attempted Y Y N Y N
AllRomanceEbooks N Y Y N Y N
Google eBookstore Y Y Y N N N
Harlequin N, but email Y Y N Y Y
CarinaPress N, but email Y Y N Y N
Samhain N, but email Y Y N Y N


Amazon allows you to request a refund directly from the device by canceling the purchase immediately after pressing the buy button. Another way to request a refund is by going to Your Digital Items -> Your Kindle Orders. Your Kindle purchases appear and by clicking the + (plus sign) to get the expanded view, a Return for Refund will appear. You can request a refund for any book purchased within the last seven days.

Returning Kindle Content
Books you purchase from the Kindle Store are eligible for return and refund if we receive your request within seven days of the date of purchase. Once a refund is issued, you will no longer have access to the book. To request a refund and return, visit Manage Your Kindle, click the actions tab for the title you’d like to return, and select “Return for refund.”

Otherwise, you will need to contact Amazon.

Return for Refund Amazon


  • CS Website:Contact Us page
  • Email: [email protected]; [email protected];[email protected]
  • Phone:1-866-216-1072
  • International customers: 1-206-266-2992. Charges may apply.

Check your country specific Amazon help pages for additional contact information.

Any content you’ve purchased from Amazon since its Kindle launch can be retrieved from your kindle library at This is also true for any document you’ve sent to your address that is stored in the personal document service archive.

You can also access the “Archive” of your books via any Kindle device or App.

Your Kindle Content Library
All Kindle content, including books and Kindle active content, that you’ve purchased from the Kindle Store is stored in your Kindle library on If you’ve enabled your Personal Document Archive settings on Manage Your Kindle, all your archived personal documents will also appear in your Kindle library on


Barnes and Noble

B&N does not allow for returns. Some people have reported that if it is an error on BN’s part, you can call and get a refund. I tried to get one for a book that was ordered but I didn’t authorize and after two weeks of run around, I just swallowed the cost.

Items That Cannot Be Returned
We are unable to accept returns for NOOK Books, magazines, downloadable PDFs for SparkNotes products, gift cards, and shrink-wrapped items that have been opened. Please note: Once purchased, NOOK Books cannot be refunded.
  • CS Website:
  • Email: None given, use form.
  • Phone Number: 1-800-THE- BOOK (1-800-843-2665)
  • International Ph Number: 201-559-3882

Barnes and Noble keeps an archive of your past nook book purchases. You can also access your Nook library via any nook device or App.

nook archive


What is My NOOK Library?
Your NOOK Library is a private page on that lists your previous purchases, allowing you to manage your NOOK Books quickly and easily. It is a permanent home to your purchases and free samples, no matter how many different devices you use to read your NOOK Books. To see your NOOK Library, sign in to your account.As your NOOK Library grows, you can move previously read items to your Archives by clicking the Archive link. This simply takes it out of your main view, but it is always available in case you want to download it again.


I find Kobo to have the worst customer service around. They rarely respond to their emails and when they do, it usually takes weeks to resolve. If you have an issue with a book your purchased from Kobo, I highly recommend you contact the publisher of the book instead of Kobo.

I emailed and asked if they had a refund policy and while I received a response back asking that I clarify my question (how can it be more clear?), I never received an actual answer even though I did reply that I wanted to know whether there was a refund policy.

  • CS Website:
  • Email: [email protected]
  • Phone Number: 1-855-732-3662

Kobo keeps an archive of your past purchases and you can redownload them from the site or you can access the “My Library” link from the web browser or the Library icon in any Kobo App.


Sony does not allow digital returns.

Can I return an eBook?
No. Please confirm all purchases before you complete them as all sales are final. There are no refunds for digital content.
  • CS Website:
  • Email: None give, use form (
  • Phone Number: 877-263-2863 during the hours of: 8:00am – Midnight, EDT; Monday – Friday and 9:00am – 8:00pm EDT; Saturday and Sunday

Sony allows you to redownload past purchases by going to the Reader Library Software on your computer, logging in, and accessing My Library tab.  The archived books have a download arrow underneath. Alternatively, if your device is a wifi enabled Sony, you can access past purchases from the Store tab -> My Account link.

sony reader software my archive


Diesel will refund any book that was not downloaded and if the title has been cancelled but only if less than 30 days have passed since the order.

Refund Policy
We are able to refund any ebook that has not been downloaded. If a title has been cancelled by the publisher (after download), our policy is to refund the order/title if less than 30 days have passed since the order was placed.

Within 24 hours of purchase, you can access all your Diesel purchases from your bookshelf.

Link here.
In addition, 24 hours after your purchase, you can also download your books from your bookshelf (in addition to your email download link).


According to an email reply from a customer service representative at Fictionwise, books that have not yet been downloaded are eligible for a refund.

If you purchase a book, but do not download it, then we will give you a full refund. Once a book has been downloaded we cannot refund the book unless of course the file is broken. We have already been forced to pay royalties for your copy.

  • CS Website:
  • Email: [email protected]
  • Phone: (973) 701-6770 (this is the corporate phone number)

Your purchased books can be found on your “Bookhself” and can be redownloaded individually or in bulk.  The download in bulk feature is particularly awesome if your hard drive crashed.

Bookshelf Features:
Some of the features in your Bookshelf include:
— Download your eBooks individually or in Bulk
— Rate your eBooks individually or in Bulk


All Romance eBooks

ARE does not allow for refunds or returns but will replace a damaged file.

Q: Do you give refunds?
A: No. We will, however, replace any damaged files.
  • CS: You must be logged in to use the CS form
  • Email: [email protected]
  • Phone: None given


ARE allows you to redownload your past purchases.

Q: Can I access my library anytime, anywhere?
A: Your library, where all of your eBooks can be downloaded, can be accessed via the internet. We selected our Web-host due to their reliability. We experience 99.9% up time, use multiple redundant telecommunications paths and carriers, have secondary power solutions in case of emergencies, RAID mirroring, 24/7 monitoring, backups and security updates.

Google eBookstore

Google allows you to request a refund if the book is not as described or has an error or defect. The request should be made within 7 days of purchase.

Request a refund for a Google eBooks purchase
You may return an ebook for a refund or replacement if the ebook does not perform as described or has an error or defect. We request that you submit your request within 7 days of purchase. In certain cases, we may consider refunds outside this period, but please note we make these decisions at our sole discretion. Refunds will not be granted in situations of purchase abuse.Note: When a refund is granted, we’ll remove your access to the ebook and your money will be returned.If you bought your Google eBook from another retailer, you’ll need to check their refund policy.


Google allows you to redownload your past purchases from the “My Library” tab. Look for the “Read from My Device” link under the “Read Now” tab. Clicking on that link will bring up a new page. Scroll to the bottom to find download buttons for ePub or PDF.

Screen Shot 2012 02 04 at 5 47 15 PM

Books on Board

Books on Board has one of the easiest to find Refund policies but once a download is attempted a refund cannot be issued. The policy goes on to state that refunds can only be issued if there are defects in formatting, missing parts, or have incorrect content assigned to meta data. You must contact customer support in order to request the refund or store credit.

Please choose your format carefully. Once a download has been attempted using the link in your order, the publisher requires payment for the file and it is, per publisher requirements, Non-refundable. Self-reporting that an item has been deleted from your computer is not accepted by the eBook wholesaler or publishers as a de facto reversal of the actual delivery and possession of digital content of value by the user.….If you select and checkout with the wrong format, contact us, we can verify with the distributor that no download has been attempted and they will allow us to exchange unused links for new formats. However, once the link has been used and file downloaded, the distributor treats a second format as a unique transaction and charges for the new file.

Due to the extensive fraud on the internet, we have no choice but to contest all credit card disputes in situations where download of an eBook or Audio Book has been attempted.

BooksOnBoard Provides Refunds or Credits and Exchanges Under Very Specific Circumstances

eBooks and Audiobooks that have been downloaded and found to contain defects in their formatting, missing parts, or have incorrect content assigned to meta data, may be refunded or credited by BooksOnBoard only after our Support staff has been contacted and has submitted the files to the eBook distributor or publishers requesting that they 1) provide a working replacement issued in a timely manner, or; 2) evaluate the file for the reported issue and verify that it is eligible for credit on the transaction.


  • CS Website:
  • Email: [email protected]
  • Phone: None given


Redownloading books can be achieved by logging in and accessing “My Account.” On the right should be a listing of recent orders. The last column gives you the option to View & Download.

Harlequin & Carina Press

Harlequin and Carina Press have the same policy which is that an ebook cannot be returned. However, sources indicate that customer service for both presses can be accommodating when contacted directly.

Harlequin:What is your return policy?
As eBooks cannot be physically returned, it is our policy to not offer refunds on successful purchases (i.e. items have been successfully downloaded to your PC or reading device). If you have concerns about your purchase, please contact customer support.

Carina Press: What is your return policy?
As eBooks cannot be physically returned, it is our policy to not offer refunds on successful purchases (i.e. items have been successfully downloaded to your PC or reading device). If you have concerns about your purchase, please contact customer support.


  • CS Website:
  • Email: [email protected]
  • Phone: 1-800-873-8635 (US & Canada) This is a general Customer Service number and may not be able to assist with Ebook related issues.


Carina Press

  • Carina Press CS Page
  • Email:[email protected]
  • Phone: Unknown


Can I download a title multiple times?
If you’ve misplaced your copy of a downloaded title, this site maintains a history of purchased digital materials called ‘My Bookshelf’. You can re-download from the ‘My Bookshelf’ feature by clicking on the ‘My Bookshelf’ link in the ‘eBook Account Info’ section. To reach the ‘eBook Account Info’ section, click the ‘eBook Account Info’ link and enter the required login information.
My computer crashed and I lost all of my books, can I re-download my purchase?
Yes. Click to access the My Account section of the site. Once you log in, you can access all of your previous purchases via the My Bookshelf link.


Samhain allows for a refund if a) you have not downloaded the book and b) the purchase was made in error.

Q: Do you give refunds?
Don’t download the books and email [email protected] right away. We will refund your money.However, if you have downloaded the books prior to asking for a refund, we consider you to have bought them.
  • CS: You must be logged in to use the CS form
  • Email: [email protected]
  • Phone: None given

Samhain allows you to redownload your past purchases, even those published by others when the store was “My Bookstore and More”.

How do I download my books from Samhain?
Once your purchase transaction is complete, or any other time you need to download an ebook file, login to Samhain and go to “My Bookshelf”. There you will see a listing of all the titles you have purchased through Samhain. The default sorting is with the most recent purchases first. You can resort by Title, Author, Genre and Order Date either ascending or descending. You can also search by a word or phrase. At this time, this only searches the title, it will not search author name or the description.

Jane Litte is the founder of Dear Author, a lawyer, and a lover of pencil skirts. She self publishes NA and contemporaries (and publishes with Berkley and Montlake) and spends her downtime reading romances and writing about them. Her TBR pile is much larger than the one shown in the picture and not as pretty. You can reach Jane by email at jane @ dearauthor dot com


  1. NewLink: Return and Redownload Policies for Ebook Purchases | Dear Author | Leonieke.Net
    Feb 05, 2012 @ 06:04:28

    […] Tags: ebook, links, policies, purchases, return /* […]

  2. library addict
    Feb 05, 2012 @ 06:04:52

    Thanks for putting this info together, Jane.

    I have returned books to Kobo before. I think I had not downloaded them and it took a while to get the refund, but I was able to do so. And though it has taken over a month in many cases, they have also refunded my money (as store credit) for around 7 books where the formatting was really bad. I think it’s because Kobo adds their own DRM and for whatever reason it sometimes totally messes up the italics. I agree they have very poor customer service overall as I have had to repeatedly email them at times. And as I said, the wait time once they agree to refund money and when they actually do is often lengthy.

    I have had nothing but good responses from Sony’s customer service. True, they aren’t as fast as Amazon, but they are thorough. Only once have I bought a book that was so poorly formatted from them. I wanted the book corrected, which they said they’d asked the publisher to do. But they refunded my money as well.

    ARe has excellent customer service. Several times they have gotten formatting issues corrected. And the one time they did not, it was not for lack of trying on their part (EC stated that an ePub version of a book I purchased could not be updated with a table of contents).

    Harlequin has issued me one refund for a book I had downloaded, but maybe that was because it was supposed to be a 2-in-1 edition and was not. And there are several books I am currently waiting to have “repaired.” One is a bundle that is missing all quotation marks – LOL. They do at least always respond to emails. And for the most part books from them are consistently well formatted. Thankfully I have not ever had any issued buying direct from Carina.

    Amazon always responds quickly, though refunds at times take a few days.

    Fictionwise will not allow me to redownload any now agency published books. I had purchased all of the In Death books in LIT and one or two in Mobi, but was unable to redownload them after agency pricing took affect, long before support for LIT went away.

  3. Ros
    Feb 05, 2012 @ 06:20:46

    I’ve had success getting a refund from Mills and Boon UK when my download attempts kept failing. The tech guy was really helpful trying to get it working and when it wouldn’t, he offered the refund.

  4. Tina
    Feb 05, 2012 @ 08:42:24

    I returned a book to Amazon for egregious formatting errors. The entire book was one block of unformatted text — no indents, no paragraphs — just a block of justified text. The return was super easy, I explained the situation and got my money refunded within a day or two.

    About six or seven months later I got an email from Amazon stating that the title had been re-formatted by the publisher and would I like to purchase a the copy now? They had even included a coupon for a discount should I like to re-purchase it .

    I thought that was a nice bit of customer service there.

  5. S.L. Armstrong
    Feb 05, 2012 @ 09:28:19

    It’s odd you say B&N doesn’t allow returns of Nook Books. In my listing of sales there as a publisher, there is a column to account for returns, and every month there’s at least three marked there for various titles. Even in their sales FAQ for those of us who use their PubIt section (which many micro and small publishers are told to do), it states:

    Number of eBooks Sold is the net number of NOOK Book units sold (total eBook units sold minus total eBook units returned) this month.

    Hmm. So, I wonder why their policy is no returns, but I get returns deducted from sales every month for eBooks sold and returned. :)

  6. kathy cole
    Feb 05, 2012 @ 09:28:33

    Are there many readers here who buy direct from publishers? I’ve bought from some where you’ve got a limited window to download and/or lock you to the initially-downloaded format, through those where you can change formats and pull copies back down any time.

  7. kathy cole
    Feb 05, 2012 @ 09:34:49

    @kathy cole: clarifying – buying direct from publishers other than those listed

  8. Estara
    Feb 05, 2012 @ 09:37:55

    Wow, as always thanks for the extensive, detailed and easy to understand list of the major stores.

  9. Liz
    Feb 05, 2012 @ 09:49:52

    I made the mistake *once* of purchasing from SmashWords. Their customer service was in line with what Kobo’s sounds like. No returns policy published. When I emailed and asked to return the book because of egregious editing/spelling/formating errors, I got a response 3+ months later which said that their policy is no returns ever, have a nice day and I hope you have enjoyed your SmashWords experience and will come back to us soon. Yeah right, as the book I bought said, “when pigs flie”.

  10. LJD
    Feb 05, 2012 @ 10:32:53

    I just got a Sony Reader for Christmas, so I am rather new to the whole ebook thing. Since I had Indigo gift certificates, I figured I’d download books from Kobo. With the second book I got, Yours to Keep, I was unable to modify the font on my ereader, and it was ridiculously big. I’d have to flip the page every 5 seconds. When I tried to change the font, only the chapter heading changed. (Also happened on Sony software on my computer, and in Adobe software, though it worked in Kobo software.) Kobo responded fairly quickly (email, I filled out a form online), but just kept telling me to redownload it…which I did many times to no avail and told them so. Later they told me I should contact Sony…Carina couldn’t help me as I didn’t buy it through them.

    I ended up getting a copy that worked just fine through the library, which I told Kobo. Again, I was told to redownload. I didn’t ask for a refund. They later sent me an email saying they assumed my problem was resolved. But I just don’t see the point in telling them it’s not. Anyways, it’s sort of turned me off getting more books from Kobo. I figure I’ll be more likely to get help if I buy books through Sony or the publisher? Interesting that you consider Kobo to have the worst customer service.

  11. Joy
    Feb 05, 2012 @ 10:54:33

    I’ve been able to get a refund from B&N once, when a file of a book I bought was corrupt or something and simply could not be downloaded despite multiple tries. I did later re-buy the book.

  12. kam luen
    Feb 05, 2012 @ 10:55:34

    Thank you for this article.I find it very useful.I am experiencing bad service with kobo.I agree with the 2 readers above their customer service is slow.I couldnt download 2 books since jan 26 and am stillawaiting their reply… so frustrating…

    Can you and the readers out there tell me if i can use my htc flyer/tablet which came preloaded with kobo to use it for other ebooks purchasing? I tried with samhain publishing..downt work… would like to get a kindle but in malaysia still no access etc…frustrating..any help or useful advice?

  13. Joy
    Feb 05, 2012 @ 10:56:30

    I have also heard that there is actually an upper limit on the number of downloads Amazon will allow for Kindle books, that varies by publisher and must be fairly high. This may be a rumor but the person who stated they had it happen to them had been through a really large number of Kindle devices as well.

  14. Mikaela
    Feb 05, 2012 @ 11:14:26

    I haven’t even tried getting a refund, since most of the errors you discover after you have downloaded the file. I use Sigil to fix errors, since it faster and less hassle to fix formatting issues on my own, than getting a refund.

    When it comes indie books, the best strategy is to wait with downloading them and hope that the author fix most of the errors. On the other hand, I am picky when it comes to indie books, and prefer backlist or really successful authors.

  15. Darlynne
    Feb 05, 2012 @ 11:45:17

    Kobo is the worst in customer service, primarily because the process can take months to resolve, but also way too long to even get a preliminary response. If my last experience had been only the first frustration, I might still be a customer, but no more.

    I had tried to purchase a book and because of errors on the Kobo website, I was charged three times for the same title. The problem was clearly on their part and yet all they were willing to give me was store credit for the extra charges. They claimed their refund policy–which is non-existent and cannot be found on their website–only allowed for store credit. My credit card company finally resolved it in my favor and now they get to duke it out with Kobo.

    In their defense, I will say that Kobo offered me a free book for my trouble, which I didn’t take, and the credit, which I will not touch, is still sitting in my Kobo account. The account is open only because of my previous purchases from them, but I no longer buy from their site.

    Amazon, of course, is the pinnacle of customer service and while I am not a fan of some of their policies, they always seem to put the customer first. B&N will give a refund, however unwillingly, if the book hasn’t been downloaded.

    Whatever the problem, you have to act immediately, you have to follow up and you have to stick to your guns.

  16. Darlynne
    Feb 05, 2012 @ 12:04:31

    Jane, I meant to say “thanks” for putting this list together. I’d been looking for something to fill the gaps that B&N doesn’t cover and perhaps Diesel and/or Books on Board will do nicely.

  17. kam luen
    Feb 05, 2012 @ 12:42:29

    Can anyone comment further on use of sigil to help with downloading in kobo? Thks n with appreciation.

  18. j3nny
    Feb 05, 2012 @ 12:50:34

    I accidentally purchased a nook book and I tried to hit cancel while it was still loading but it still went through. I looked and it said no refund :(. Oh well, but I’m glad you have this up. It’ll come in handy if I ever run into this again, but hopefully not!

  19. library addict
    Feb 05, 2012 @ 13:04:39

    Are there many readers here who buy direct from publishers?

    @kathy cole: I have bought directly from Samhain (where you can redownload the books in other formats), Penguin (where you can redownload books, but only in the same format), Carina, and Harlequin. I had originally purchased/downloaded from Harlequin as LIT, and they allowed me to redownload the books as ePub when support for LIT went away.

    There were no errors that I found in the books I bought directly from Penguin. However, I had purchased several books of theirs from Borders with horrible formatting. Borders just gave me back my money. But since I wanted the books, I emailed Penguin directly. They informed me that

    Please keep in mind, though, that eBook files are merely a conversion of our traditional book files. Spelling errors, typos, and grammatical errors found in our eBooks are likely the result of errors in the original publication and are not eBook specific.

    I got the exact same form response even after I sent them another email detailing the errors and pointing out none of them where in fact in the print version of the books which I also owned. Harlequin also stated they can’t fix errors if the book is purchased from another vendor, but at least they didn’t send such a silly response.

  20. Wahoo Suze
    Feb 05, 2012 @ 14:26:57

    ARe has excellent customer service.

    I agree. Even in the middle of the night, on the weekend, I get really quick responses to any emails I send.

  21. Jane
    Feb 05, 2012 @ 20:58:41

    @Darlynne No thank you for contributing your experiences.

    I appreciate everyone sharing what has worked for them. I think the comment threads are what make DA so amazing.

  22. Nadia Lee
    Feb 05, 2012 @ 22:26:23

    I remember seeing Colleen Lindsey’s tweet during holidays, and she was livid with Kobo because of the poor customer service. (She bought a Kobo ebook reader, IIRC.)

    I think the chart is very handy, and thanks for the comparison, Jane. To add my experience, I’ve been very satisfied with customer service reps from Amazon, Carina and Harlequin. They were prompt (response within 24-48 hours), and they were very interested in ensuring that my issues were resolved as quickly as possible, and I never got the feeling that they were just sending me a scripted response to make me go away.

  23. Estara
    Feb 06, 2012 @ 14:46:29

    @kam luen: Michaela wasn’t referring to Sigil as a help with downloading – she breaks the DRM on her books (I assume, which is something I also do) and then opens them in the free .epub editor Sigil and changes the data internally.

    I like this for correcting spelling or grammar mistakes if they aren’t too many – and I ALWAYS convert my books via Calibre to have a higher font size from the start.

    A tablet – even if it comes with Kobo preinstalled – should be able to run other apps, shouldn’t it ( I don’t have one myself) – maybe if you looked for Apps for other stores you wouldn’t be tied to Kobo? I own a Sony and buy wherever I want to and then sideload the books (I don’t want wifi – I already buy too many books without the instant gratification).

    I can buy – and have bought – at Kobo, Books on Board,, Fictionwise, All Romance, Weightless Books, Samhain, three books at Ellora’s Cave – they all had an .epub option.

  24. romsfuulynn
    Feb 06, 2012 @ 15:59:27

    I have had a couple of Nookbooks that would not download onto my Nook, (although they downloaded to PC and would open perfectly well on the PC.) and I got refunds on those with no problem. When they still had some that were .pdb I had a two that had no quotation marks when I viewed them on my old Palm but which were fine on the Nook for PC, and I got refunds for those.

    I tried to play nice with DRM but gave up when the new Nook devices no longer supported .pdb.

    I now have about 800 nookbooks and about 3000 older ebooks purchased from Fictionwise, and Baen (plus Samhain, Ellora’s Cave, and multiple other sources.)

    Calibre, plus the secondary plugins (see DRM a Guide for the perplexed.) let books I’ve purchased be read on a Kindle or a Nook.

    Feb 07, 2012 @ 12:29:53

    Jane, many thanks for the effort you’ve put into this. As an writer considering where to publish my novels, this is an issue I’ve thought about many times. The comments from your readers has been very helpful. Keep up the good work!

  26. NewLink: Return and Redownload Policies for Ebook Purchases | Dear Author « Leonieke Net
    Sep 11, 2012 @ 16:02:55

  27. Paul
    Mar 13, 2014 @ 10:32:25

    Regarding Kobo’s refund policy my expereience does not reflect what you’ve said on your site. I purchased a book this morning by mistake. It was in a foreign language that couldnt stranslate.

    I emailed thier cuctomer services and by that afternoon Kobo had been in touch and offered a full refund or a credit note within five or two days respectively.

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