Refund policy

Refund Policy

We want you to be completely satisfied with your purchase from FHBYJ Genealogy. Please read our refund policy carefully before placing your order.

Change of Mind We do not offer refunds or exchanges for change of mind. Please choose carefully before completing your purchase.

Faulty or Damaged Items In the unlikely event your order arrives damaged or faulty, please contact us via our Contact page with a photo of the item within 14 days of receiving your order. We will send a replacement at no cost to you. We do not require items to be returned.

Custom & Personalised Orders Custom and personalised orders (including custom family history booklets, family trees, and photo figurines) are non-refundable once production has commenced. Please ensure all details provided are correct at the time of ordering.

Digital Products All digital products (including eBooks, tools, and downloadable resources) are non-refundable once accessed or downloaded, due to the nature of digital goods.

Research & Genealogy Services Genealogy research services are non-refundable once work has commenced. If you have concerns about your research report, please contact us and we will work with you to resolve the matter.

Nature of Research Services Genealogy research involves significant professional time and expertise, including correspondence with archives, registry offices, and record holders; database and index searches; document interpretation; and report preparation. Fees reflect this professional time and expertise — not solely the volume of records located. Dead ends and negative findings are a legitimate and valuable part of the research process.

Ongoing Research & Record Availability Genealogy research is an ongoing process. Records that cannot be located today may become accessible as archives are digitised and new collections are released. A research report represents the findings at the time of engagement — not a definitive conclusion.

Australian Consumer Law Our refund policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any guarantees, warranties, representations, or conditions implied or imposed by law.