We really hope you’ll love your new book and book-related goodies. But if do you need to return an item, or cancel an order, our policy is outlined below in full accordance with UK Consumer Law.
1. Physical Books & Merchandise (Your Right to Cancel)
Under the Consumer Contracts Regulations, you have a statutory right to change your mind and cancel your order for physical items (such as paperback books, hardbacks, mugs, bookmarks, or totes) without giving any reason.
- The Cancellation Window: You have 14 days from the day after you (or a third party indicated by you) receive your items to notify us of your cancellation.
- How to Cancel: To exercise your right to cancel, you must inform us by a clear statement (e.g., an email to smalcolmwrites@yahoo.com or via our online contact form).
- Returning the Items: Once you have notified us, you must send the items back to us without undue delay, and no later than 14 days from the day you requested the cancellation. You are responsible for the return postage costs.
- Condition of Items: To receive a full refund, items must be returned in their original, unread, and unused condition. We reserve the right to reduce your refund if books show clear signs of handling (e.g., creased spines, folded pages, or damage).
2. Digital Books (eBooks & Audiobooks)
Due to the nature of digital content, the rules for instant downloads are slightly different under UK law.
- Before Downloading/Streaming: You can cancel your purchase of an eBook or Audiobook and get a full refund within 14 days of purchase, provided you have not started downloading or streaming it.
- Once Downloaded: By clicking ‘Download’, ‘Stream’, or accessing the digital file, you explicitly consent to immediate delivery of the content and acknowledge that you waive your statutory 14-day right to cancel.
- If you purchased a digital book by mistake and have not opened or downloaded the file, please contact us immediately at smalcolmwrites@yahoo.com.
3. Sale and Clearance Items
Your right to a refund is exactly the same for sale items as it is for full-priced items. If you bought a book or bookish item in our sale online, you still have the full 14 days to change your mind and request a refund.
4. Refund Timelines & Delivery Costs
Once we receive your returned physical items—or once you provide official proof that you have posted them back (such as a tracking receipt)—we will process your refund within 14 days.
- What is Refunded: We will refund the full price paid for the goods, including our standard delivery cost. If you chose an express or tracked delivery upgrade at checkout, we will only refund the amount of our standard delivery charge.
- Payment Method: Refunds will strictly be issued back to the original payment method used to place the order.
5. Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described.
- Physical Items: If a book arrives with missing pages, misprinted text, severe transit damage, or if an item like a mug arrives broken, you have a right to a full refund or replacement within 30 days of delivery. We will cover the return postage costs for faulty items.
- Digital Items: If an eBook or Audiobook file is corrupted, incomplete, or faulty, you have the right to a repair or replacement. If we cannot fix the digital file within a reasonable time, you will be entitled to a full refund.