Refund policy

Last updated: April 20, 2026

At Humanoids, we do our best to ensure that your books arrive safely and in good condition. This Refund Policy explains when returns, replacements, refunds, and cancellations may be available.

Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection laws.

General rule: all sales final, subject to legal rights and exceptions

Except where required by applicable law, all sales are final. We do not accept change-of-mind returns, exchanges, or cancellations after an order is placed.

We accept returns or provide replacements or refunds only for:

·       incorrect items;

·       significantly damaged items, subject to the Polybag risk terms below;

·       orders we cannot fulfill;

·       shipment delays or non-delivery situations where applicable law requires cancellation or refund rights; and

·       statutory cancellation or withdrawal rights where they apply, including for eligible EU, EEA, UK, Swiss, U.S., or other consumers.

Incorrect or significantly damaged items

Email store@humanoids.com within 7 days of delivery if you receive an incorrect item or, subject to the Polybag risk terms below, an item that is significantly damaged.

Your email should include:

·       order number;

·       item title;

·       description of the issue;

·       clear photos of the item, damage, shipping label, and packaging.

If the return is approved, we will provide instructions. Where appropriate, we may provide a prepaid return label. Do not return items without approval, because the return address may vary by country and warehouse.

What counts as significant damage?

Subject to the Polybag risk terms below and applicable law, significant damage includes:

·       torn or missing pages;

·       broken binding;

·       major crushing;

·       major creases;

·       water damage;

·       a materially incorrect item.

Minor cosmetic issues are not usually eligible for refund or replacement. Minor cosmetic issues include light corner dents, surface scuffs, slight edge wear, minor printing variation, or wavy pages that do not materially affect use of the book.

Polybag and Standard packaging

Polybag is the lower-cost packaging option. It uses lighter packaging and does not include tracking. It may be appropriate for softcovers or periodical-style shipments, but it provides less protection than Standard packaging.

By choosing Polybag, you acknowledge that the shipment will travel with lighter packaging and no tracking, and you accept the increased risk of damage during shipment. To the maximum extent permitted by applicable law, Humanoids is not responsible for damage that occurs during shipment when Polybag has been selected, and Polybag shipments are not eligible for refunds, replacements, or credits for shipping-related damage. This does not limit any non-waivable rights you may have under applicable law or any remedy for an incorrect item.

Standard is the regular packaging option. It may use protective packaging, such as protective mailers, bubble wrap, or sturdy boxes, depending on the item. Tracking may be included depending on the carrier and point of origin.

Minor cosmetic wear or other shipping-related damage may occur during shipment, especially with Polybag. If you selected Polybag, shipping-related damage is at your risk and is not eligible for refund, replacement, or credit, except where applicable law requires otherwise or where the item is incorrect.

Return condition

Returned items must be sent back in their original condition and, where possible, original packaging. If an item is used, damaged after delivery, or damaged during return shipping because of poor packing, we may reduce the refund where permitted by applicable law.

Refund timing

Approved refunds are issued to the original payment method unless we agree otherwise. Refund review may take 1-2 weeks after we receive the returned item or sufficient claim documentation.

Store credit may be offered where permitted by law, but statutory refunds will be made as required by applicable law.

EU/EEA/UK statutory withdrawal rights

If you are a consumer located in the European Union, European Economic Area, or United Kingdom, you may have the right to withdraw from most online purchases within 14 days without giving a reason.

For most physical goods, the withdrawal period expires 14 days after you, or a person designated by you other than the carrier, receive the goods. For multiple goods delivered separately, the period may run from receipt of the last good. For a fixed-term subscription involving regular delivery of goods, the period may run from receipt of the first good.

To exercise this right, email store@humanoids.com before the withdrawal period expires. You may use the model withdrawal form below, but it is not required.

If you withdraw, you must send the goods back within 14 days after notifying us. Unless the item is incorrect, defective, or damaged, you are responsible for return shipping costs. We may withhold reimbursement until we receive the goods back or you provide proof that you sent them back, whichever occurs first.

If you selected a premium shipping method, we are not required to refund the additional cost above the least expensive standard shipping option available for your order, where permitted by law.

The withdrawal right may not apply to certain items where applicable law permits an exception, such as goods made to your specifications, sealed items that are not suitable for return once unsealed, digital content supplied after required consent and acknowledgment, and certain individual newspapers, periodicals, or magazines. This does not affect rights for incorrect, damaged, or defective items.

Model withdrawal form for EU/EEA/UK consumers

To: Humanoids Studios SA, Cours des Bastions 13, 1205 Geneva, Switzerland

Email: store@humanoids.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer email:

Signature, if submitted on paper:

Date:

Lost or missing packages

If your package appears lost in transit, email store@humanoids.com. We will investigate with the carrier and determine whether a replacement, refund, or other remedy is available.

If tracking shows “Delivered” but you did not receive the package, please first check with the carrier, local post office, neighbors, building staff, or mailroom. We review delivered-but-missing claims case by case, but we cannot guarantee replacement or refund where the carrier confirms delivery to the address provided, except where applicable law requires otherwise.

Final sale and discounted items

Final sale and discounted items are not eligible for change-of-mind returns, except where required by applicable law, where the item is incorrect, or where the item is significantly damaged under this policy.