Refund policy

Last updated: September 24, 2025
Contact: hello@highwaterpublishing.co
Return address: Highwater Publishing, Van Aelbrouckstraat 20, 9620 Zottegem, Belgium

1. General

You may request a return within 30 days of receiving your order. Please always email us first at hello@highwaterpublishing.co with your order number, the reason for return, and clear photos if the item is damaged. Do not send items back without prior approval.

2. Eligibility for return

To be eligible, your item must:

  • be in the same condition as received, unused and undamaged

  • include all original packaging, protective corners, seal, and extras (such as slipcase, dust jacket, colophon card)

  • be accompanied by proof of purchase

⚠️ Opened or broken seals on standard editions may result in depreciation. Signed, numbered, or personalized editions are only eligible for return in case of shipping damage or production defect.

3. Specific to photobooks and editions

  • Print variations: minor differences in color, paper texture, or registration are inherent to the printing process and do not qualify as defects.

  • Packaging: please use the original shipping protection when returning an item. Insufficient packaging may lead to damage and refusal or partial refund.

  • Limited editions & bundles: must be returned complete. Partial returns are not accepted.

4. Damages or wrong item

Inspect your order upon delivery and report any damage within 7 days, including photos of:

  1. the outer packaging

  2. the inner packaging

  3. the damaged item

Once approved, we will replace the item if stock is available or issue a refund. Returns sent without approval will not be accepted.

5. Exceptions / non-returnable items

  • Personalized items (with a name or dedication)

  • Signed and/or numbered editions (unless damaged during transport or defective)

  • Gift cards

  • Sale/Outlet items, unless legally required or faulty

6. Exchanges

To exchange an item, start a return request. Once accepted, place a new order for the desired product. In cases of damage or wrong delivery, we will provide a replacement if available.

7. EU right of withdrawal

For consumers within the EU, the statutory 14-day right of withdrawal applies from the day of delivery, without reason required. The item must be returned undamaged, complete, and in its original packaging. Return shipping costs are borne by the customer unless otherwise communicated. Business purchases (B2B) are excluded from this right.

To exercise this right, email us within 14 days of delivery. You then have another 14 days to return the item.

8. Return shipping and costs

Use sturdy, shock-resistant packaging. We recommend an insured, trackable shipping method. Lost or damaged returns due to insufficient packaging or non-trackable shipping remain the sender’s responsibility.

Unless otherwise agreed:

  • Return costs are the customer’s responsibility

  • In case of proven damage or a mistake on our part, we will reimburse return costs or provide a prepaid label

9. Refunds

After receiving and inspecting your return, we will notify you of approval or rejection. Approved refunds will be processed within 10 business days to your original payment method. Any depreciation caused by signs of use, missing items, or damaged packaging may be deducted.

If more than 15 business days have passed since approval without refund, please contact us at hello@highwaterpublishing.co.

10. Pre-orders and cancellations

Pre-orders may be canceled free of charge up until dispatch. After shipping, the regular return policy applies.

11. International returns

Customs duties, taxes, or return fees are the customer’s responsibility and non-refundable.