Returns, Refunds and Cancellation Policy

Last updated: 5 September 2026

This Returns, Refunds and Cancellation Policy applies to purchases made from The Hero Soul Creative, a trading name of SHEBear Creative Ltd (“we”, “us” or “our”).

We want you to be happy with your purchase. This policy explains your rights when purchasing physical goods, digital products and creative services from us.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Physical Products

This section applies to physical products purchased through our website, including books, merchandise, prints, stationery and similar items.

Changing your mind

If you are a consumer purchasing online, you normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise your right to cancel, you must contact us within this 14-day period and clearly tell us that you wish to cancel your order.

After notifying us, you must return the goods to us within a further 14 days.

Please contact us before sending a return so that we can provide the correct return address and instructions.

Unless the item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning the item.

Returned items should be kept in good condition while they are in your care. You may inspect an item in the same way you reasonably could in a shop, but we may reduce the refund if the value of the goods has been diminished through handling beyond what is reasonably necessary to establish their nature, characteristics and function.

Refunds for cancelled orders

Where you validly cancel an order, we will refund:

• the price paid for the returned goods; and

• the cost of our standard delivery option, where applicable.

If you selected a more expensive delivery service than our standard delivery option, we are not required to refund the additional delivery cost.

Refunds will normally be made using the same payment method used for the original purchase.

We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever happens first.

2. Faulty, Damaged or Incorrect Goods

Your legal rights are separate from the 14-day cancellation right above.

Goods supplied by us must be:

• as described;

• of satisfactory quality; and

• fit for their intended purpose.

If an item arrives damaged, faulty, incorrectly printed, or is not the item you ordered, please contact us as soon as reasonably possible.

Where required by law, you may be entitled to a repair, replacement, price reduction or refund.

In many circumstances, consumers have a short-term right to reject faulty goods within 30 days of receiving them.

Where we ask you to return faulty or incorrectly supplied goods, we will cover reasonable return postage costs.

Where possible, please provide your order number and photographs showing any damage or fault. Providing photographs can help us resolve the issue more quickly, but this does not remove any statutory rights you may have.

3. Personalised, Bespoke or Custom-Made Physical Products

The statutory right to cancel because you have changed your mind does not normally apply to goods that have been made to your specifications or clearly personalised for you.

This may include, for example:

• personalised books;

• individually customised merchandise;

• products printed specifically with information supplied by you; or

• other bespoke physical products.

This does not affect your rights if the item is faulty, damaged, not as described or has been supplied incorrectly.

4. Digital Products and Downloads

Digital products may include, for example:

• ebooks;

• PDF guides;

• templates;

• downloadable resources;

• digital artwork;

• reports; and

• other electronically supplied content.

Normally, consumers have a 14-day cancellation period for digital content purchased online.

However, where you ask us to supply digital content immediately and expressly acknowledge that you will lose your right to cancel once the download or digital supply begins, your right to change your mind ends once supply has started.

Where required, we will ask for this consent during checkout or before access to the digital product is provided.

This does not affect your statutory rights if digital content is faulty, does not match its description or does not otherwise meet the standards required by UK consumer law.

Where digital content is faulty, you may have rights to a repair, replacement or appropriate price reduction.

5. Personalised Digital Products

Some of our products are individually created or prepared for a particular customer.

Examples may include:

• bespoke reports;

• personalised astrology or Runic Astrology reports;

• individually commissioned digital artwork;

• customised book files;

• personalised publishing materials; or

• other digital work produced specifically from information supplied by you.

Where a purchase is legally treated as a service, the service cancellation provisions below will apply.

Where it is digital content supplied immediately with your express consent and acknowledgement that your cancellation right will be lost, your right to cancel may end when supply begins.

We will not attempt to remove any cancellation or refund rights that you have under applicable consumer law.

6. Creative and Publishing Services

Services offered by The Hero Soul Creative may include:

• book cover design;

• book interior design and typesetting;

• ebook formatting;

• publishing support;

• manuscript services;

• consultations;

• creative services; and

• other commissioned work.

For services purchased online, you normally have the right to cancel within 14 days from the date the contract is entered into.

Starting work during the 14-day cancellation period

You may ask us to begin providing your service before the 14-day cancellation period has ended.

Where applicable, we will ask you to expressly request that work begins during this period.

If you subsequently cancel after work has begun, you may be required to pay a reasonable amount for the work already completed up to the point at which you cancelled.

If the service has been fully performed during the cancellation period, and you expressly requested that performance begin and acknowledged that you would lose your cancellation right once the service had been fully performed, you may no longer have the right to cancel simply because you have changed your mind.

7. Bespoke Creative Work

A significant part of our work is created specifically for an individual client.

Once work has started, payments are not automatically refundable simply because a client changes their mind.

However, any amount retained by us following cancellation will be reasonable and will reflect matters such as:

• work already completed;

• time already spent on the project;

• materials or third-party costs already incurred; and

• other losses reasonably resulting from the cancellation.

We will not impose cancellation charges that are disproportionate to the work or costs actually incurred.

Nothing in this section limits your statutory rights where a service has not been provided with reasonable care and skill or has materially failed to match what was agreed.

8. Problems With a Service

Under UK consumer law, services must be performed with reasonable care and skill and must comply with information we have agreed with you about the service.

If there is a problem with work we have provided, please contact us and give us a reasonable opportunity to put the issue right.

Depending upon the circumstances, you may have the right to require us to repeat or correct the service at no additional cost.

Where repeating the service is impossible, or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate reduction in price.

9. Approval of Creative Work

Where a project involves proofs, drafts or approval stages, you are responsible for checking the material supplied to you before giving final approval.

This may include checking:

• spelling and grammar;

• names and factual information;

• dimensions and specifications;

• pagination;

• images;

• colours;

• ISBNs and barcodes;

• pricing;

• links; and

• other information supplied by you.

We will correct errors that result from our failure to provide the agreed service with reasonable care and skill.

However, where you have expressly approved a proof containing an error that was present in material supplied by you or reasonably available for you to identify during the approval process, additional work required after approval may be chargeable.

This does not affect your statutory rights.

10. Printed Books and Print-on-Demand Products

Books or other products may occasionally be produced or fulfilled by a third-party printer or fulfilment provider.

Minor variations inherent in commercial printing, such as small differences in colour, trimming, paper or binding, will not necessarily constitute a fault where the product remains within reasonable commercial printing tolerances.

However, materially defective products, significant printing errors, incorrect products or damage remain covered by your statutory rights.

11. Sale and Discounted Items

Your statutory rights apply equally to goods purchased at a reduced or sale price.

A sale item cannot be excluded from your legal rights simply because it was discounted.

Where an item was specifically discounted because of a clearly disclosed defect, you may not be able to claim that the disclosed defect itself makes the product faulty.

12. Shipping Damage

If a parcel arrives visibly damaged, please contact us as soon as possible.

Where practical, please retain the packaging and send us photographs of:

• the external packaging;

• the damaged item; and

• any relevant shipping label.

This helps us raise a claim with the delivery provider and resolve the matter quickly.

Your rights against us are not dependent upon us successfully recovering money from the delivery company.

13. Lost or Missing Orders

If your order has not arrived within the expected delivery period, please contact us.

We may ask you to allow a reasonable period for delayed deliveries before treating an item as lost.

We remain responsible for goods until they are delivered to you or to another person you have identified to receive them, except where you have independently arranged your own carrier.

14. Exchanges

If you would prefer an exchange rather than a refund, please contact us.

Exchanges are subject to product availability.

Where an item is not faulty and you are exercising your right to change your mind, you may be responsible for return postage and any applicable cost of sending the replacement item.

15. How to Request a Return, Refund or Cancellation

Please contact us with:

• your name;

• your order number;

• the email address used when ordering;

• the product or service concerned; and

• a brief explanation of what you would like us to do.

You do not need to provide a reason where you are exercising a statutory right to cancel within the applicable cancellation period.

Email: Rich@richardlister.com

Trading name: The Hero Soul Creative
Legal business: SHEBear Creative Ltd
Registered office: 769 PO14 9TR

Please do not return physical goods without contacting us first, as the return address may be different from our registered office.

16. Refund Processing

Once a refund has been approved, we will process it to the original payment method unless another method has been expressly agreed.

Your bank, card provider or payment provider may take additional time to display the refund in your account.

This processing time is outside our control.

17. Your Statutory Rights

Nothing in this policy excludes, restricts or attempts to remove any rights or remedies available to you under applicable consumer protection law.

This policy should be read alongside our Terms and Conditions, Privacy Policy and Shipping Policy.

For UK consumers, relevant legislation includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.