Refund Policy

This policy explains when you can cancel an order with the Independent Publishing Network and when a refund is available. It forms part of our Terms and Conditions and does not affect your statutory rights.

Our general position

We supply genuine ISBNs for a one-off membership fee, with title registration on the Nielsen BookData database. Each ISBN is unique. Once an ISBN has been allocated to your title, it cannot be returned to stock and issued to anyone else. For this reason, we generally don’t offer refunds once your ISBN has been allocated.

In some circumstances, we can offer a refund. These are set out below.

When you can cancel for a full refund

  • Before your ISBN is allocated: if you contact us before we have allocated an ISBN to your order, you can cancel for a full refund.
  • Duplicate orders: if you accidentally order twice, contact us, and we will refund the duplicate if its ISBN has not been used.
  • Our mistake: If we supply the wrong product, or we cannot complete your registration because of an error on our part, we will fix it or refund you.

Your 14-day cancellation right (UK and EU consumers)

If you are a consumer, you normally have 14 days to cancel an online purchase. ISBNs, title registration and barcode image files are digital content and services supplied immediately at your request. By placing your order, you ask us to start straight away and acknowledge that you lose your right to cancel once we allocate and supply your ISBN.

We print self-adhesive barcode labels to order with your own ISBN. As personalised goods, they are excluded from the 14-day cancellation right.

Faulty barcode labels or image files

If your barcode labels arrive damaged or misprinted, or a barcode image file is faulty, please tell us within 14 days of receipt at [email protected] with a photo where possible. We will replace them free of charge or, if we cannot, refund the cost.

When a refund is not available

  • Once your ISBN has been allocated, registered or used on a publication.
  • If you expected an ISBN with a publisher prefix exclusive to you. ISBNs supplied by the Independent Publishing Network use the Network’s publisher prefix, as explained on our Website. We do not offer personal publisher prefixes.
  • If you decide not to publish, change your mind, or later choose to buy ISBNs elsewhere.
  • If a retailer, distributor or self-publishing platform declines your book for reasons unrelated to the validity of the ISBN (for example cover design, print quality or their own content rules).
  • If a barcode fails to scan because it was resized, recoloured or printed incorrectly after we supplied it.

Refunded ISBNs

If an ISBN is refunded, it is withdrawn and must not be used on any publication. Any title record linked to it will be cancelled or marked as withdrawn.

How to request a refund

Email [email protected] with your order number, the ISBN concerned (if allocated) and the reason for your request. We aim to reply within 3 working days.

Approved refunds are made to your original payment method within 14 days.