Returns and refunds
This page sets out our approach to returns for faulty, misdescribed or unsatisfactory quality products.
We are under a legal duty to supply products that are in conformity with these terms. If the products delivered to you are not as described, fit for purpose or of satisfactory quality at the time of delivery your legal rights include an entitlement to the following:
- For Books, CD-Audio and General Merchandise
- Within 30 days of delivery: you can get a refund.
- After 30 days: you may be entitled to a repair or replacement or, if that doesn’t work, a proportion of your money back.
- We will pay the costs of return of the item if they are not as described, not fit for purpose or not of satisfactory quality. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. Eligible returns in the United Kingdom can be collected from your delivery address by our agents at no cost to you. If you would rather not have a visited collection, you will be able to send eligible items back to us using the returns address on your delivery packaging. The latter option will be at your own cost, if chosen.
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
You can always contact us for any return questions at email@example.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.