Return & Refund Policy

Last updated: 10/1/26

We want you to love what you order. If something is not right, here is how returns, refunds and exchanges work.

Returns

You have 14 days from the day your order arrives to ask for a return.

• Planners, journals and other items must be unused. That means no writing inside, and they must be in their original condition and packaging.
• Email hello@byevettesantos.com with your order number and the reason. We will reply within 3 business days with the next steps.
• You pay the return shipping, and shipping costs are not refundable. If the item is worth more than $25, please use a tracked service or insurance. We cannot guarantee we will receive a package we cannot track. Keep your tracking number, and email it to us with your order number.

Send returns to:

By Evette Santos
P.O. Box #547
Oceanside, NY 11572

Refunds

Once we receive your return and check that it is unused, we refund it to your original payment method. Please allow 2 to 3 weeks from the day you ship it back for the credit, and one to two billing cycles for it to show on your statement.

Damaged or defective items

If your item arrives damaged or defective, email hello@byevettesantos.com within 7 days with your name, your order number, and a clear photo. We will send you an exchange, or a refund if we cannot. We will cover the return label for a defective item.

Canceling an order

You can cancel a physical order any time before it ships. Email us as soon as you can. If it has already shipped, please follow the return steps above. If an order looks like possible fraud, we may cancel it before it ships and refund the full amount. Pre-orders can be canceled until they ship.

Digital products and the BES Digital Planners app

A digital planner cannot be canceled or refunded once you have access to it, whether it was opened in your app account or sent as a download, because it cannot be returned. The exceptions are where the law says otherwise, and where the planner does not work as described and we cannot fix it. If a file is broken or does not arrive, or your planner does not show up in the app, email us and we will fix it.

If a refund is issued for a planner in the app, your access to it ends and your writing in it stops syncing. Deleting your app account does not refund a purchase. Our Terms of Service explain the license that comes with a digital planner.

Gift cards

Gift cards cannot be refunded or exchanged for cash.

Lost or held packages

Shipping is a service you buy from USPS with your order, so lost, held, or mis-delivered packages are handled with USPS. Please double-check your address at checkout, because we cannot fix orders shipped to an incorrect address. If your tracking looks stuck, email us and we will help you file the claim.