This Refund & Returns Policy forms an integral part of our Terms & Conditions and applies to all purchases made through https://trace-up.com.
At Trace Up, we aim to provide high-quality physical and digital books. This policy explains how refunds, returns, exchanges, and store credits are handled in a transparent and fair manner.
Physical Books (Printed Products)
Returns
You may request a return within 14 days from the date of delivery of your physical book.
To be eligible for a return:
The book must be unused
In its original condition
In the original packaging
Non-returnable Physical Items:
Books showing signs of use
Items damaged due to customer handling
Items returned after 14 days
Returns requested due to change of mind
Returns due to incorrect shipping address provided by the customer
Return Shipping
Customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
Exception
If the return is due to an error on our part (such as receiving an incorrect item), Trace Up will cover the return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Print on Demand Products
Some physical books are produced using Print on Demand services and are customized specifically for each order.
Due to their customized nature:
Print on Demand products are non-refundable and non-returnable,
except in cases of verified printing defects or damage during shipping.
Definition of a Defect
A defect includes:
Missing or misprinted pages
Significant print quality errors
Physical damage caused during shipping
Normal variations in color, trimming, or minor print differences do not constitute defects.
Reporting Issues
If a Print on Demand item arrives damaged or defective:
Contact us within 48 hours from the date of delivery
Provide clear photos of the product and packaging
We may, at our discretion, offer a replacement, store credit, or refund.
Returns requested without evidence may not be accepted to prevent misuse.
Digital Products (eBooks, PDFs, Audio Books)
Due to the nature of digital content:
All digital product sales are final and non-refundable,
except where required by applicable consumer protection laws.
This policy applies from the date of purchase confirmation or digital delivery, whichever occurs first, and is designed to prevent unauthorized copying, distribution, or misuse.
Exception: Corrupted or Non-functional Files
If a digital file is corrupted, incomplete, or non-functional:
Contact us within 48 hours from the date of purchase confirmation
We will provide a replacement download link
If the issue cannot be resolved, a refund may be issued at our discretion.
Exchanges
We only replace physical items if they are:
Defective
Damaged during shipping
Exchange requests must be submitted within 14 days from the date of delivery.
To request an exchange:
Contact support@trace-up.com
Provide clear photos of the damaged item and original packaging
Refund Processing
If your return or refund request is approved:
Refunds will be issued to the original payment method
Processing may take 5–10 business days, depending on your payment provider
You will receive an email confirmation once the refund has been issued
Late or Missing Refunds
If you have not received your refund:
Check your bank or credit card statement
Contact your payment provider
If the issue persists, contact support@trace-up.com
Gifts & Store Credit
If an item was marked as a gift and shipped directly to you:
You may receive store credit once the return is approved
If the gift was shipped to the purchaser:
Any refund will be issued to the original purchaser
Store Credit Terms:
Store credit is non-transferable
Valid for 12 months from the date of issuance
Can be used for any product on our website
Optional Promotion:
In some cases, we may offer a 10% bonus store credit instead of a refund as a goodwill gesture.
International Returns
For orders shipped outside Canada:
Return shipping must be prepaid by the customer
Customs duties and taxes are non-refundable
Please allow up to 21 days for returns due to longer international transit times
Return Authorization
Return instructions and shipping details will be provided only after contacting support and receiving approval.
Items sent back without prior authorization will not be accepted.
Please note that the return address may differ from our business address depending on the fulfillment or printing partner used.
In some cases, we may resolve issues through replacement or store credit without requiring the item to be returned.
Exceptional Circumstances
We understand that exceptional situations may arise. Please contact us if:
You received the wrong product
The product is significantly different from its description
There are accessibility issues with digital content
We will review such cases individually and work toward a fair resolution.
Need Help?
For questions regarding refunds, returns, exchanges, or store credit, contact us at: support@trace-up.com