Buy The Book Ltd
Company Registration Number: 07476241
Registered Office: 52 William Street, Carshalton, Surrey, SM5 2RB, United Kingdom
Email for Returns: returns@buythebookltd.co.uk

Last updated: 18 August 2026
 

1. Our Commitment to You

At Buy The Book Ltd, we want you to be completely happy with your purchase.

We take great care when selecting, preparing and dispatching our books and other products. However, we understand that occasionally you may change your mind, order the wrong item, or receive something that is not quite right.

We therefore offer a straightforward 30-day returns policy, giving you more time than the statutory cancellation period applicable to most online purchases.

If there is a problem with your order, please contact us. Our priority will always be to resolve the matter fairly, promptly and with as little inconvenience to you as possible.

Nothing in this policy affects or limits your statutory rights.
 

2. Our 30-Day Returns Policy

Subject to the conditions below, you may request to return an eligible item to us within 30 days of receiving your order.

To request a return, you must contact us in writing at:

returns@buythebookltd.co.uk

Please provide:

• your full name;

• your order number;

• the item(s) you wish to return;

• the reason for the return, if you are happy to provide one; and

• whether the item is faulty, damaged, incorrect or simply no longer required.

We will then provide you with return instructions and, where the return is accepted under our 30-day returns policy, a Return Authorisation Code.

Please do not return an item before contacting us.

A Return Authorisation Code must be obtained before sending an item back under our 30-day returns policy. This enables us to identify your return quickly, link it to the correct order and process your refund as efficiently as possible.

Returning an item without contacting us first may delay our ability to identify and process your return.

The Return Authorisation Code procedure does not limit any statutory rights you may have under UK consumer law.
 

3. Change-of-Mind Returns

We are happy to accept eligible change-of-mind returns requested within 30 days of receipt.

For returns made under our extended 30-day policy, we ask that products are:

• returned in their original condition;

• unused;

• free from damage, writing, markings or other signs of use;

• complete, including any accompanying items; and

• where reasonably possible, returned with their original packaging.

For books, we understand that you may need to inspect the item in the same way that you might reasonably examine it in a shop.

However, we reserve the right, where permitted by law, to make an appropriate deduction from a refund where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition and its value has consequently been reduced.
 

4. Your Statutory Right to Cancel an Online Order

Our 30-day returns policy is in addition to your statutory rights.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing most goods online have a statutory right to cancel their contract without giving a reason.

For most eligible goods, you have 14 days from the day after you receive the goods to tell us that you wish to cancel.

After notifying us of your cancellation, you normally have a further 14 days to return the goods.

Although our normal procedure is to request returns by email and issue a Return Authorisation Code, nothing in this policy is intended to make the exercise of a statutory cancellation right conditional upon obtaining such a code.

We nevertheless strongly encourage you to contact:

returns@buythebookltd.co.uk

before returning anything so that we can make the process as quick and straightforward as possible.
 

5. Faulty, Damaged or Incorrect Items

We are particularly sorry if an item arrives faulty, damaged, is not as described or if we have sent you the wrong product.

Please contact us as soon as possible at:

returns@buythebookltd.co.uk

Please include your order number and details of the problem. We may ask you to provide photographs where this will help us resolve the matter more quickly.

Under the Consumer Rights Act 2015, goods supplied to consumers must, among other things, be:

• of satisfactory quality;

• fit for purpose; and

• as described.

Where goods do not meet the requirements of the Consumer Rights Act 2015, you may have statutory rights to reject the goods, obtain a refund, or request a repair or replacement depending upon the circumstances and the amount of time that has passed.

The Consumer Rights Act 2015 generally provides a 30-day short-term right to reject faulty or non-conforming goods, subject to the provisions and exceptions contained in the legislation.

Your rights may continue beyond the initial 30-day period. Depending on the circumstances, you may subsequently be entitled to a repair, replacement, price reduction or final right to reject.

Our 30-day goodwill returns policy does not replace, restrict or reduce these statutory rights.
 

6. Items Damaged in Transit

We package orders carefully, but occasionally items may be damaged during delivery.

If your order arrives damaged, please contact:

returns@buythebookltd.co.uk

as soon as reasonably possible.

Where possible, please provide:

• your order number;

• photographs of the damaged item;

• photographs of the packaging; and

• a brief description of the damage.

This helps us investigate the issue with the delivery provider and arrange an appropriate solution for you.

Where goods were damaged before delivery to you, your statutory rights remain unaffected.
 

7. Incorrect Items

If we have sent you an item that you did not order, please let us know.

We will arrange an appropriate return and either send the correct item or provide a refund, depending on the circumstances and your preference where the law provides you with that choice.

We will not expect you to pay reasonable return costs where the error was ours.
 

8. Return Postage

Change-of-mind returns

For returns made because you have changed your mind, you will normally be responsible for the direct cost of returning the item to us, provided that this has been properly communicated to you as required by law.

We recommend obtaining proof of postage and using an appropriate postal or delivery service.

Faulty, damaged, misdescribed or incorrect items

Where an item is faulty, damaged on arrival, misdescribed or has been supplied incorrectly, we will deal with reasonable return costs in accordance with your statutory rights.

Please contact us before arranging the return so that we can advise you of the appropriate procedure.
 

9. Refunds

Once a return has been received, we will inspect and process it as promptly as reasonably possible.

Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless otherwise agreed or another method is legally appropriate.

For statutory cancellations under the Consumer Contracts Regulations, refunds will be made within the time limits required by law.

This will generally be no later than 14 days after we receive the returned goods, or, where applicable, 14 days after you provide satisfactory evidence that the goods have been sent back, if that occurs earlier.
 

10. Original Delivery Charges

Where you exercise your statutory right to cancel an entire eligible online order under the Consumer Contracts Regulations, we will refund the basic standard delivery charge paid for the order where required by law.

If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

Different arrangements may apply to a voluntary return made under our extended 30-day returns policy after the statutory cancellation period has expired.

Where an item is faulty, damaged, misdescribed or incorrectly supplied, your statutory rights will apply.
 

11. Exceptions to Change-of-Mind Returns

Certain products may be excluded from statutory change-of-mind cancellation rights where an exemption under consumer legislation applies.

Depending upon the products we sell, examples may include:

• goods made to your specifications or clearly personalised;

• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;

• newspapers, periodicals or magazines, other than certain subscription arrangements;

• sealed audio, video or computer software that has been unsealed; and

• other products that are legally exempt from cancellation rights.

Where an exemption applies, this does not remove your statutory rights if an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
 

12. Books and Condition

We want to be fair to all of our customers.

For a change-of-mind return under our extended returns policy, a book should normally be returned in a condition in which it can reasonably be resold as new.

We may therefore be unable to provide a full refund under our voluntary returns policy for books that have been:

• read beyond reasonable inspection;

• written in;

• highlighted;

• drawn in;

• damaged after delivery;

• had pages folded, torn or removed;

• had stickers or labels applied by the customer; or

• otherwise materially altered.

This section applies to our voluntary change-of-mind returns policy and does not remove any statutory rights relating to faulty, damaged, misdescribed or non-conforming goods.
 

13. Activity, Sticker and Colouring Books

For activity, colouring, sticker and similar books, we ask that change-of-mind returns are unused and complete.

We may be unable to accept a voluntary return where:

• stickers have been removed or used;

• activities have been completed;

• pages have been coloured, written on or marked;

• components have been removed; or

• the product has otherwise been used beyond reasonable inspection.

Again, this does not affect your statutory rights where the product itself is faulty, damaged, misdescribed or otherwise does not conform to the contract.
 

14. Proof of Purchase

We may ask for reasonable proof that an item was purchased from Buy The Book Ltd.

This may include:

• an order confirmation;

• order number;

• receipt;

• payment record; or

• other reasonable evidence of purchase.
   

15. How to Make a Return

We want to make returning an item as easy as possible.

Step 1 – Contact us

Email:

returns@buythebookltd.co.uk

within 30 days of receiving your item.

Step 2 – Tell us about your return

Please provide your name, order number, the item you wish to return and, if possible, the reason for the return.

Step 3 – Receive your Return Authorisation Code

For returns under our extended 30-day returns policy, we will provide you with a Return Authorisation Code together with the appropriate return instructions.

Step 4 – Return your item

Package the item securely and follow the return instructions provided.

We strongly recommend retaining proof of postage until your return and refund have been confirmed.

Step 5 – Refund

Once the return has been received and processed, we will arrange any refund due to you.
 

16. Our Approach to Returns

Buying books should be enjoyable, and we never want a returns process to make a disappointing purchase more frustrating.

If something has gone wrong, please contact us.

We will always aim to:

• listen to the problem;

• explain your options clearly;

• deal with returns fairly;

• comply fully with your statutory consumer rights; and

• find a reasonable solution as quickly as possible.

Our 30-day returns policy is intended to give our customers additional confidence when shopping with Buy The Book Ltd.

If you are unsure whether an item can be returned, please ask us. We would much rather have the opportunity to help than leave you unhappy with your purchase.
 

17. Relevant Consumer Legislation

This policy has been prepared with regard to applicable UK consumer protection legislation, including:

• the Consumer Rights Act 2015;

• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended;

• the Digital Markets, Competition and Consumers Act 2024, where applicable; and

• other applicable UK consumer protection legislation and regulations.

Under the Consumer Rights Act 2015, contractual terms and consumer notices must be fair and transparent.

Nothing contained within this Returns Policy is intended to exclude, restrict or otherwise prejudice any statutory right or remedy that cannot lawfully be excluded or restricted.

If there is any conflict between this policy and a mandatory right provided to you under applicable consumer law, your statutory rights will take precedence.
 

18. Contact Us

If you have any questions about a return, refund or cancellation, please contact us.

Returns:
returns@buythebookltd.co.uk

Buy The Book Ltd
52 William Street
Carshalton
Surrey
SM5 2RB
United Kingdom

Company Registration Number: 07476241
 

We want every customer to be happy with their experience with Buy The Book Ltd, so if there is anything we can do to resolve a problem with your order, please get in touch.
 

© 2026 Buy The Book Ltd. All rights reserved.