Return And Refund Policy

Effective Date: January 3, 2026
Last Updated: January 3, 2026

Overview

At Karen Y. Moore, we are committed to your satisfaction. This Return and Refund Policy outlines the terms for returns, refunds, and cancellations for our products and services.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

Please read this policy carefully before making a purchase. By completing a purchase, you agree to the terms outlined below.

Physical Products (Books)

Eligibility for Returns

To be eligible for a return, your item must be:

• Unused and in the same condition you received it
• In the original packaging
• Returned within 30 days of delivery

We require a receipt or proof of purchase to complete your return.

Please do not send your purchase back to the manufacturer.

Non-Returnable Items

The following items are not eligible for return:

• Digital products (ebooks, downloadable guides, software)
• Gift cards
• Products marked as “final sale”
• Items on sale or clearance (see Sale Items section below)

Items Not Eligible for Refund

No refunds will be issued for:

• Books with obvious signs of use (highlighting, writing, bent pages, water damage, opened packaging)
• Any item not in its original condition, damaged, or missing parts for reasons not due to our error
• Any item returned more than 30 days after delivery

How to Request a Return

To request a return:

1. Email us at [email protected] with:
   • Your order number
   • Reason for return
   • Photos if the product is damaged or defective
2. Wait for return authorization. We will provide return instructions and authorization.

Return Shipping Costs

You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

Exception: If the return is due to our error (wrong item sent, defective product), we will provide a prepaid return label at no cost to you.

Tip: For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost in return transit.

Refunds for Physical Products

Once your return is received and inspected, we will:

1. Send you an email notifying you that we received your returned item
2. Notify you of the approval or rejection of your refund
3. If approved, process your refund within 5-10 business days to your original payment method

Please note:

• Original shipping costs are non-refundable (unless the return is due to our error)
• If you receive a refund, the cost of return shipping will be deducted from your refund (unless the return is due to our error)

Late or Missing Refunds

If you haven’t received a refund yet:

1. Check your bank account again
2. Contact your credit card company—it may take time before your refund is officially posted
3. Contact your bank—there is often processing time before a refund posts
4. If you’ve done all of this and still haven’t received your refund, contact us at [email protected]

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, email us at [email protected] and ship your item to [your physical return address].

We do not offer exchanges for different products—only replacements for defective items.

Sale Items

Sale items cannot be refunded. Only regular-priced items may be refunded.

If you purchase a sale or clearance item, all sales are final.

Gifts

If the item was marked as a gift when purchased and shipped directly to you:

• You’ll receive a gift credit for the value of your return
• Once the returned item is received, a gift certificate will be mailed to you

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves:

• We will send the refund to the gift giver
• The gift giver will be notified of the return

Digital Products

No Refunds on Digital Products

All sales of digital products (ebooks, downloadable guides, digital resources) are final and non-refundable once access has been granted or the product has been downloaded.

Why? Digital products cannot be “returned” once delivered. By purchasing digital products, you acknowledge that you understand and accept this policy.

Exceptions for Digital Products

We may issue refunds for digital products only in the following circumstances:

• You were charged twice for the same product (duplicate charge)
• You did not receive access to the product and we are unable to resolve the issue
• The product is significantly different from its description

To request a refund exception, contact us at [email protected] with your order details.

Services (Coaching, Advisory, Programs, Masterclasses)

Private Advisory Services

Deposits and Payments:

• An upfront payment or deposit is required to secure your spot
• Deposits are non-refundable once work has begun or the first session has occurred

Cancellation Policy:

• If you cancel before the first session, we will refund your payment minus a $500 administrative fee
• Once the engagement has begun (first session completed), no refunds are provided for unused sessions
• You may pause your engagement for up to 30 days with advance notice

Cohort Programs

Enrollment:

• Payment is required at the time of enrollment
• Once a cohort program begins, enrollment fees are non-refundable

Cancellation Before Start Date:

• Cancel 7+ days before the cohort start date = full refund
• Cancel less than 7 days before start date = 50% refund
• Once the cohort begins = no refund

Program Access:

• If you miss sessions, recordings (if available) will be provided
• No refunds are given for missed sessions

Masterclasses

Registration:

• Payment is required at registration
• Masterclass fees are non-refundable once the event has occurred

Cancellation by You:

• Cancel 48+ hours before the masterclass = full refund
• Cancel less than 48 hours before = no refund
• If you do not attend = no refund

Cancellation by Us:

• If we must cancel a masterclass, you will receive a full refund or the option to apply your payment to a future masterclass

Speaking Engagements

Refund and cancellation terms for speaking engagements are outlined in individual contracts and may vary based on the agreement.

Special Circumstances

We understand that life happens. In cases of extraordinary circumstances (serious illness, family emergency, etc.), please contact us to discuss your situation.

While we cannot guarantee a refund outside of this policy, we will work with you in good faith to find a fair resolution when possible.

How to Request a Refund

To request a refund or return:

1. Email us at [email protected] with:
   • Your order number or service details
   • Reason for the refund request
   • Any supporting documentation (photos, receipts, etc.)
2. Response Time: We respond to refund requests Sunday through Friday within 48 hours. (Saturday is Sabbath rest, so requests sent Friday evening through Saturday may receive responses on Sunday.)
3. Processing: Approved refunds are processed within 5-10 business days to your original payment method.

Chargebacks and Disputes

If you have a concern about a charge, please contact us directly before initiating a chargeback with your bank or credit card company. We are committed to resolving issues fairly and quickly.

Chargeback Policy:

• Initiating a chargeback without contacting us first may result in suspension of access to services or products
• Fraudulent chargebacks may be pursued legally

Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting on our website with a new “Last Updated” date.

Need Help?

If you have questions about this policy or need to request a return or refund, please contact us:

Karen Y. Moore
Email: [email protected]
Website: karenymoore.com

Response Time: We respond Sunday through Friday. Saturday is Sabbath rest.

---

Quick Reference