At Wordly Reads, customer satisfaction is our top priority. We take pride in offering high-quality crime, mystery, and thriller novels that meet the expectations of every reader. However, we understand that sometimes you may need to return or exchange an item. This Refund Policy explains your rights and options in accordance with UK consumer law, including the Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You are entitled to request a return, refund, or replacement under the following circumstances:
The book or item you received is damaged, defective, or incorrect.
You changed your mind within the 14-day cooling-off period after receiving your order (for eligible items).
You did not receive your order within the expected delivery timeframe.
The digital download or eBook purchased is not accessible or does not match its description.
To be eligible for a return, physical products must be:
In their original condition (unused and undamaged).
Returned with original packaging and proof of purchase (e.g., receipt, order confirmation).
Please note: Certain items may be non-refundable, as explained below.
2. Non-Refundable and Excluded Items
The following items cannot be returned or refunded, unless they are defective or were sent in error:
Digital products such as eBooks or downloadable files that have been accessed or downloaded.
Gift cards or promotional vouchers.
Special order items or personalised editions (e.g., signed books or collector’s editions).
Used or damaged items not caused by our handling or shipping process.
These restrictions are in place to comply with UK distance selling and digital goods regulations.
3. Cooling-Off Period (UK Distance Selling Regulations)
Under UK law, customers purchasing online have the right to cancel their order within 14 days of receiving their goods, without providing a reason.
To exercise this right, you must notify us in writing within the 14-day period by contacting us at: Email:[email protected]
Once you have notified us, you have an additional 14 days to return the item(s) to our address:
Wordly Reads 44 Albert Rd, Ashford TN24 8NU United Kingdom
Refunds will be processed within 14 business days of receiving the returned goods in satisfactory condition.
4. How to Request a Refund or Return
If you wish to request a return or refund, please follow these steps:
Contact Us: Email [email protected] with your full name, order number, and a brief description of the issue.
Receive Instructions: Our customer support team will confirm whether your order qualifies for a return and provide you with a return reference and postal instructions.
Return the Item: Package the item securely and include proof of purchase. We recommend using a tracked postal service for your return.
Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, funds will be returned to your original payment method.
Refunds may take 5–10 business days to appear on your account, depending on your payment provider.
5. Return Shipping Costs
If the return is due to an error on our part (e.g., incorrect or damaged item), Wordly Reads will cover the cost of return shipping.
If you are returning an item under the 14-day cancellation policy, you are responsible for the return postage.
We recommend using a reliable delivery service with proof of postage to ensure your return arrives safely.
6. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us immediately at [email protected] with:
Photographic evidence of the damage or defect.
Your order number and a brief description of the issue.
We will offer one of the following resolutions:
A replacement copy of the same item (if available).
A full refund including any delivery charges.
We may also ask you to return the damaged item for inspection before issuing a refund.
7. Late or Missing Refunds
If you have not received your refund within 14 business days of our confirmation, please:
Check your bank account or payment method.
Contact your bank or card provider, as processing times can vary.
If you’ve done this and still have not received your refund, email us at [email protected] and we will assist promptly.
8. Exchanges
We offer exchanges for items of equal value if:
The product was received in error, or
You prefer an alternative title in our catalogue (subject to stock availability).
Contact our team for exchange instructions before sending any items back.
9. Order Cancellations
If you wish to cancel your order before it is dispatched, please contact us immediately at [email protected]. If your order has already been shipped, you may still return it under the terms of this policy.
10. Refund Method
Refunds will always be issued to the original payment method used for the transaction. This may include:
Credit or debit card refund
PayPal refund
Other payment providers accepted on our site
We do not issue cash refunds or store credits unless specifically agreed upon.
11. Contact Information
For all refund or return inquiries, please contact our customer service team:
Wordly Reads Address: 44 Albert Rd, Ashford TN24 8NU, United Kingdom Phone: +44 077 2146 3713 Email:[email protected]
Our support team is available Monday–Friday, 9:00 AM to 5:00 PM (UK time).
