Refund policy
Refund Policy
Last updated: May 27, 2026
This policy applies to books and digital products purchased through this store. Mentorship and professional services are governed separately by their own written agreements.
Digital products (ebooks, audiobooks, and the Pure Water Reset)
Digital products — including ebooks, audiobooks, and the Pure Water Reset — are delivered as instant downloads and are non-refundable. For audiobooks, a sample is available on SoundCloud; please listen before purchasing to confirm it's right for you.
The single exception: if you accidentally purchase a duplicate of an item within 48 hours of your first purchase, the duplicate will be refunded.
Physical books
Physical books are not returnable for change of mind. Returns are accepted only for faulty items.
If your book arrives faulty, damaged, or incorrect, contact me at vivienne@viviennelamb.com within 14 days of delivery (based on tracking). Include your name, order number, the reason, and a photograph of the fault. You may choose either a replacement or a refund.
A note on shipping: tracked shipping is strongly advised, as it functions as insurance. If a tracked book is lost in transit, I will replace it or issue a refund. I am unable to refund or replace items sent by untracked shipping, as loss cannot be verified.
Processing
Once a return is received and inspected, you'll be notified whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since approval and you have not received your refund, contact me at vivienne@viviennelamb.com.
European Union & United Kingdom customers
If you're a consumer in the EU or UK, you have a statutory 14-day right of withdrawal. This sits above the policy below and overrides it where they differ.
Physical books: You may cancel for any reason within 14 days of receiving the book. Use the "Withdraw from contract" option on your order. After you notify me, return the book in resaleable condition — you cover return postage. I'll refund you within 14 days of being notified, to your original payment method, and I may hold the refund until the book is back with me or you've shown proof it's on its way.
Digital products (ebooks, audiobooks, the Pure Water Reset): These are delivered immediately. At checkout you'll be asked to confirm you want delivery to start right away and that, in doing so, you give up your 14-day right of withdrawal. Once you confirm and delivery begins, the purchase is final.