Refund policy

Last updated: July 10, 2026

This policy applies only to products purchased through store.hawaii-guide.com. Guide of US, LLC operates the store and is the transaction-facing seller. It provides ecommerce services to Guide of Hawaii, LLC, which owns the HawaiiGuide domains and content. Purchases made directly through Hawaii-Guide.com are governed by the separate Purchase & Refund Policy.

Digital products

We offer a 30-day refund for digital eGuides, maps, and other digital products purchased through this store. To request a refund, email aloha@hawaii-guide.com within 30 days of purchase with your order number. No explanation is required. We will issue an approved refund to the original payment method.

Contact us if you experience a duplicate charge, processing error, unauthorized transaction, broken or inaccessible file, or failure to receive the product described at checkout. We will correct the problem, replace the file, or provide an appropriate refund.

If you are in a jurisdiction that provides a mandatory cancellation, withdrawal, or return right for your purchase, that right is not affected by this policy.

Print-on-demand and other physical products

Physical travel guides printed on demand by Lulu are final sale once production begins and cannot be returned for preference or change-of-mind reasons. Other print-on-demand items are produced for the individual order and generally cannot be returned for preference, sizing, or change-of-mind reasons unless the product page states otherwise.

Contact aloha@hawaii-guide.com promptly if an item is damaged, defective, materially different from the order, lost, or not delivered. Include the order number and, for a damaged or defective item, photographs sufficient to document the problem. We will work with the fulfillment provider to replace the item or provide another appropriate remedy.

If you are in a jurisdiction that provides a mandatory cancellation, withdrawal, or return right for your purchase, that right is not affected by this policy.

Do not return an item without contacting us for instructions. An unapproved return may not reach the correct fulfillment facility.

Cancellations and duplicate orders

Contact us as soon as possible to request cancellation. Digital products remain eligible for the 30-day refund described above after delivery. We cannot guarantee cancellation after a print-on-demand order enters production. We will refund a confirmed duplicate order or duplicate charge.

Refund timing and payment disputes

Approved refunds are sent to the original payment method. Your bank or payment provider controls when the credit appears. Contacting us first often lets us resolve a problem quickly, but nothing in this policy removes a right to dispute a transaction or exercise another non-waivable right under applicable law.

Nothing in this policy limits remedies that cannot lawfully be waived. For assistance, email aloha@hawaii-guide.com with your order number and a short description of the issue.