Refund policy
Last updated: March 28, 2026
The Twilight Vault offers both digital publications and physical goods. Because these products are delivered in different ways, separate return conditions apply. This policy explains how returns, refunds, and exchanges are handled for each category.
Please read this policy carefully before making a purchase.
1. Digital Products
Eligibility for Refunds
Digital products are delivered electronically and cannot be physically returned. For this reason, refunds are handled on a case‑by‑case basis.
We offer a 30‑day refund window for digital purchases, beginning from the date of purchase.
To be eligible for a refund:
- The request must be made within 30 days of purchase
- Proof of purchase must be provided
- The request must relate to a legitimate issue, such as:
- File corruption or download failure
- Incorrect file delivered
- Technical issues preventing access to the content
Refunds are not granted for change of mind once a digital file has been successfully accessed or downloaded.
Requesting a Digital Refund
To request a refund, please contact:
Email: Thomas@Thetwilightvault.com
Include your order number or proof of purchase and a brief description of the issue. Where possible, we will attempt to resolve access or file issues before issuing a refund.
No physical return is required for digital products.
EU & UK Digital Content Rights
If you are located in the United Kingdom or European Union, you acknowledge that by purchasing and downloading digital content, you consent to immediate delivery and waive the statutory 14‑day cooling‑off period once the download has begun, as permitted under applicable consumer protection law.
This does not affect your rights where digital content is faulty or inaccessible.
2. Physical Goods
Return Eligibility
We offer a 30‑day return policy for physical goods, beginning from the date you receive your item.
To be eligible for a return:
- The item must be unused and in the same condition as received
- The item must be in its original packaging
- Proof of purchase is required
Items sent back without first requesting a return will not be accepted.
Requesting a Physical Return
To initiate a return, please contact:
Email: thomas@thetwilightvault.com
If your return is approved, you will receive return instructions privately. Where applicable, a return shipping label will be issued through our fulfilment system.
Return addresses are not published publicly. All return logistics are handled directly with the customer after approval, in accordance with our shipping provider and platform procedures.
Damages and Issues
Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, contact us as soon as possible so the issue can be evaluated and resolved.
Where appropriate, we will offer a replacement, refund, or other suitable resolution.
Non‑Returnable Items
The following items cannot be returned:
- Sale or discounted items
- Gift cards
- Custom or personalised products
If you are unsure whether an item is eligible for return, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
If a return is approved, the fastest way to receive a different item is to place a new order once the refund has been processed.
EU 14‑Day Cooling‑Off Period (Physical Goods)
If your order is shipped to the United Kingdom or European Union, you have the right to cancel or return a physical item within 14 days of receipt, without providing a reason.
Returned items must meet the eligibility conditions outlined above.
3. Refund Processing
If a refund is approved:
- Refunds are issued to the original payment method
- Processing typically occurs within 10 business days
- Your bank or payment provider may require additional time to post the refund
If more than 15 business days have passed since approval, please contact us.
4. Contact
For all questions regarding returns, refunds, or exchanges:
The Twilight Vault Contact: Thomas Daubney
Email: Thomas@Thetwilightvault.com
Location: Bournemouth, England
Social Presence: Facebook
Closing Note
Works issued by The Twilight Vault are released with care and intention. When issues arise, they are addressed with the same restraint and attention.
Issued under Vault Authority. Preserved beyond the Fall.