Ancestrio Returns & Replacements Policy
All Sales Are Final – No Returns or Refunds
At Ancestrio LLC, we're dedicated to bringing you unique, high-quality surname heritage books and personalized family editions. Because many of our products are custom, print-on-demand, and personalized, all sales are final. We do not accept returns or offer refunds once an order has been placed and confirmed.
Our Commitment to Quality and Replacements
While we don't offer returns or refunds, your satisfaction is important to us. In the rare event your product arrives damaged or contains a manufacturing defect, we will, at our sole discretion, offer a replacement.
Conditions for a Replacement
A replacement may be considered only under the following circumstances:
Product Damaged During Shipping: Your product arrived with clear damage sustained during transit (e.g., severe bending, tearing, water damage).
Manufacturing Defect: The product contains a significant error in its physical production (e.g., missing pages, pages out of order, illegible print).
Ancestrio Error (Standard Books Only): For Standard Surname Heritage Books (non-personalized editions), the product was produced with a significant printing or binding error directly attributable to Ancestrio LLC. This doesn't include errors due to customer input or preference.
Important Exclusions for Replacements:
Errors in Approved Personalized Books: For Personalized/Customized Books, we provide digital proofs for your review and approval before printing. Ancestrio LLC is not responsible for any errors, typos, omissions, or design discrepancies that were present in the digital proof you approved. We won't issue replacements for such errors.
Customer Preferences: We don't offer replacements based on subjective aesthetic preferences (e.g., dissatisfaction with font choice, color shade, or layout if it matches the approved proof for personalized books).
Minor Imperfections: Small variations in color, binding, or cut that are common within standard printing tolerances aren't considered manufacturing defects.
How to Request a Replacement (Issue Reporting Process)
If your product meets the conditions for a replacement, you must notify us within 7 days of delivery.
To report an issue:
Contact Us: Email us at support@ancestrio.pub within 7 days of receiving your order.
Provide Details: In your email, please include:
Your Order Number.
A clear description of the issue (e.g., "damaged cover," "pages out of order").
Attach clear photographs or videos that visually demonstrate the damage or defect. This is crucial for our assessment.
Please retain the damaged or defective product until you receive instructions from Ancestrio LLC.
Assessment & Response: Ancestrio LLC will review your claim and the provided evidence. We aim to respond to all replacement requests within 3 business days. We reserve the sole right to determine if a replacement is warranted based on our assessment.
Replacement Process: If a replacement is approved, we'll typically reproduce and ship a new item to you at no additional shipping cost. At our discretion, we may require the damaged or defective item to be returned to us. We'll provide instructions for any returns if necessary.
Undeliverable or Refused Packages
Please note our policy regarding undeliverable packages, as detailed in our Terms of Service:
If a package is returned to us as undeliverable due to an incorrect address you provided, your failure to claim the package, or refusal to pay customs/dues for international orders, you'll be responsible for the original shipping charges plus any return shipping charges and a re-shipping fee to send the package again. If you choose not to have the package re-shipped, no refund will be issued.
Contact Us
If you have any questions about our Returns & Replacements Policy, please contact us at:
Mailing Address: Ancestrio LLC, 7901 4th Street North, St. Petersburg Florida 33702, United States
This policy is governed by and forms part of Ancestrio LLC's broader Terms of Service.