Effective Date: 4 November 2026

 

At Henriz, we are committed to providing quality products and a satisfactory shopping experience. This policy explains how we handle returns, exchanges, cancellations and refunds for purchases made through our website.

 

Our products include printed books, eBooks, clothing, accessories and canvas art prints. Many physical products are produced on demand through our international fulfilment partners, Lulu Direct and Printful, or locally through Henriz Press and its production partners.

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We aim to handle all customer concerns fairly, transparently and in accordance with applicable consumer protection laws.

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1. Returns and Exchanges

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Because many Henriz products are produced specifically to fulfil individual orders, we generally do not offer voluntary returns or exchanges for change of mind, incorrect size or colour selection, or other customer ordering errors, except where required by applicable law.

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This restriction does not affect customers' statutory cancellation rights or their rights concerning defective, damaged, incorrect or misdescribed products.

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Where a customer has a legal right to cancel or return a purchase, Henriz will honour that right regardless of the product's fulfilment method.

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2. Damaged, Defective or Incorrect Products

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If you receive a product that is damaged, defective, incorrectly printed, materially different from its description or different from what you ordered, please contact Henriz.

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We recommend reporting visible problems within 30 days of delivery, where possible, to facilitate prompt investigation with our fulfilment partners.

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Please provide:

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- Your order number and contact details.
- A description of the problem.
- Clear photographs of the affected product and packaging, where relevant.

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Following our assessment, we will provide an appropriate replacement, repair, refund or other remedy, depending on the circumstances and applicable law.

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The recommended 30-day reporting period does not limit any longer statutory rights.

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3. Change-of-Mind Returns and Statutory Cancellation Rights

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Where applicable consumer protection laws provide a right to cancel an online purchase without giving a reason, Henriz will respect that right.

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For example, eligible consumers in the United Kingdom and European Union generally have 14 days after receiving their goods to notify the seller of their decision to cancel.

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Customers exercising these rights should contact Henriz within the applicable cancellation period and follow the return instructions provided.

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For eligible UK and EU cancellations, customers generally have a further 14 days after notifying us to return the goods. Refunds will include standard outbound delivery charges where required by law. Customers may be responsible for direct return shipping costs where legally permitted and disclosed before purchase.

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Certain genuinely personalised or custom-made products may be exempt from change-of-mind cancellation rights where permitted by law. A product is not necessarily exempt merely because it is produced after an order is placed.

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For destinations with different mandatory cancellation rules, the applicable legal requirements will take precedence.

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4. Paperback Books

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Our paperback books are fulfilled through Lulu Direct or, for selected titles, through Henriz Press and its local production partners.

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We generally do not offer voluntary returns for books purchased in error or where a customer simply changes their mind, except where applicable law provides otherwise.

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Books that arrive damaged, incorrectly printed, defective or materially different from their descriptions will be assessed for an appropriate remedy.

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Customers should report printing or manufacturing problems promptly.

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5. Clothing, Accessories and Canvas Art Prints

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Our clothing, caps and internationally fulfilled canvas prints are generally produced on demand through Printful. Selected canvas prints are also produced locally.

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We encourage customers to review product descriptions, measurements, sizes, colours and other specifications carefully before ordering.

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Voluntary exchanges for incorrect customer selections are generally unavailable, subject to applicable consumer cancellation rights.

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If a product arrives damaged, defective, incorrectly produced or materially different from its description, Henriz will investigate and provide the appropriate remedy.

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Minor variations in colour or appearance may occur because of differences between digital screens, printing processes and materials. However, this does not exclude claims involving material discrepancies or manufacturing defects.

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6. eBooks and Digital Products

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Our eBooks and other digital publications are supplied electronically.

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Once a digital product has been downloaded or accessed, voluntary refunds for change of mind are generally unavailable.

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Where applicable law requires a cancellation period, any loss of that right following immediate digital delivery will apply only where the necessary customer consent, acknowledgement and confirmation requirements have been satisfied.

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If a digital file is defective, inaccessible, incomplete or materially different from its description, please contact Henriz. We will endeavour to correct the problem, provide a working replacement or offer an appropriate refund or other remedy.

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Nothing in this section limits mandatory rights relating to digital content.

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7. Order Cancellations

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Customers who wish to cancel an order should contact Henriz as soon as possible.

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Because many physical products enter production shortly after payment confirmation, cancellation may not always be operationally possible once production has begun.

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Where a cancellation is requested before production, we will endeavour to stop fulfilment and arrange a refund where appropriate.

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Where applicable law gives the customer a cancellation right, that right will be honoured regardless of production status.

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8. Lost or Undelivered Orders

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If an order has not arrived within the expected delivery period, please contact Henriz with your order number.

We will investigate the shipment with the relevant fulfilment or delivery partner.

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Where an order is confirmed lost or remains undelivered, Henriz will arrange an appropriate replacement, refund or other remedy in accordance with applicable law.

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9. Return Shipping and Instructions

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Customers should contact Henriz before sending products back.

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Where a return is authorised or legally required, we will provide the appropriate return instructions and destination.

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Customers should not return products directly to Lulu Direct, Printful or another production partner unless specifically instructed.

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For verified defective, damaged or incorrectly supplied goods, Henriz will cover reasonable return shipping costs where required by law.

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For eligible change-of-mind returns, customers may be responsible for return shipping costs where permitted by law and disclosed before purchase.

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10. Refund Processing

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Approved refunds will ordinarily be processed through the original payment method.

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Refunds for purchases made in Nigerian Naira (NGN) will generally be initiated in NGN. Where an international card or payment provider is involved, the amount received in another currency may differ because of exchange-rate movements or provider charges.

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Henriz aims to initiate approved refunds promptly and within any applicable statutory deadline.

The time required for refunded funds to appear in a customer's account may depend on the payment provider or financial institution.

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11. Customer Support and Complaints

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To request a return, cancellation, replacement or refund, please contact Henriz through the Contact page at:

www.myhenriz.com

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Please include your order number and a clear description of your concern.

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We aim to acknowledge customer complaints within two business days and assess them promptly after receiving the necessary information.

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Some cases may require additional investigation with production or delivery partners.

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12. Consumer Rights

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Nothing in this policy excludes, restricts or overrides any consumer rights or remedies that cannot lawfully be excluded under applicable legislation.

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Where the provisions of this policy conflict with mandatory consumer protection laws, the applicable legal requirements will prevail.

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13. Policy Updates

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Henriz may revise this policy periodically to reflect changes in our products, fulfilment arrangements, business operations or applicable laws.

The version applicable to a purchase will be determined in accordance with applicable law and the terms communicated at the time of purchase.