Fair, and in plain language.
What happens if a book arrives damaged, an e-book is bought by mistake, or a course is not the right fit. Effective October 23, 2026.
Paperback pre-orders
A pre-order is a reservation, not a purchase. You are not charged when you reserve. When a paperback is ready to ship, we email you a payment link and the delivery details, and you decide then. You can cancel a reservation at any time before you pay by replying to our email. Once you have paid, the rules for printed textbooks below apply.
Printed textbooks
Paperbacks are printed and shipped through Amazon. Returns, replacements for damaged or misprinted copies, and refunds follow Amazon's return policy for the marketplace you ordered from, and are handled from your Amazon orders page. If Amazon cannot help with a printing defect, write to us with your order number and a photo and we will make it right.
E-books and digital files
E-books and digital bundles are delivered as downloadable files through Payhip. Because a file cannot be returned, we refund a digital purchase within 7 days if you bought the wrong edition or the file does not open on your device and we cannot fix it. Write to contact@fenedu.org with the purchase email address; we confirm the refund by email and Payhip returns the money to the original payment method within a few business days.
Teacher Edition
The Teacher Edition contains answer keys and chapter tests and is licensed to a named teacher after we verify a school email address. Because of what it contains, it is not refundable once the file has been sent. If you ordered it by mistake and have not yet received the file, write to us and we will cancel the order.
Individual course access
A FEN Grammaire or FEN Grammatik subscription, or a Reader year bought with a textbook, can be cancelled for a full refund within 7 days of purchase. After that, the subscription runs to the end of its term and does not renew unless you choose to renew it. Access codes that have been redeemed count as used.
School licences
School licences are quoted and invoiced for a class, a department or a pathway. A school may cancel a licence for a full refund within 30 days of the start date if the course has not been rolled out to students, or for a prorated refund of the unused months if it has. Pilot classes are arranged separately and carry no minimum term. The invoice states the term and the seat count; those terms govern if they differ from this page.
How to ask
Write to contact@fenedu.org with the email address used for the purchase, the product, and the date. We reply within two business days. Refunds go back to the original payment method.
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