Refund and Returns Policy

Overview

At Louise Exeter Books, we want you to be satisfied with your purchase. This Refund and Returns Policy explains your rights and the process for requesting a return, refund, replacement, or exchange.

If you have any questions about an order, please contact us at:

Email: louise@louiseexeterbooks.co.uk
Website: www.louiseexeterbooks.co.uk

Physical Books

Your Right to Cancel

If you are purchasing as a consumer within the United Kingdom, you have the right to cancel your order within 14 days of receiving your item under the Consumer Contracts Regulations.

To exercise this right, you must notify us within 14 days of receiving your order.

Once you have notified us, you must return the item within 14 days.

Conditions for Returns

To qualify for a refund under your cancellation rights:

• The book must be returned in a resalable condition.
• The item should be returned with any original packaging where possible.
• You are responsible for taking reasonable care of the item while it is in your possession.

We reserve the right to make a deduction from the refund if the item shows signs of use beyond what is necessary to inspect it.

Return Postage Costs

Unless the item is faulty, damaged, or incorrect, customers are responsible for return postage costs.

We recommend obtaining proof of postage, as returned items remain your responsibility until received by us.

Faulty, Damaged, or Incorrect Items

If you receive an item that is:

• Damaged in transit
• Faulty
• Defective
• Incorrect

please contact us within 14 days of delivery and provide details of the issue, including photographs where possible.

In these circumstances, we will arrange an appropriate remedy, which may include:

• A replacement
• A refund
• An exchange

Where the item is faulty, damaged, or incorrect, we will reimburse reasonable return postage costs.

Refunds

Once we receive and inspect a returned item, we will notify you of the outcome.

Approved refunds will be processed using the original payment method wherever possible.

Refunds are typically issued within 14 days of:

• Receiving the returned item; or
• Receiving evidence that the item has been returned.

Please note that your bank or payment provider may require additional time for the refund to appear in your account.

Signed, Personalised, or Customised Books

Signed, dedicated, personalised, or otherwise customised books are exempt from the standard cancellation rights provided under consumer legislation unless they are faulty, damaged, or incorrectly supplied.

Refunds or exchanges for personalised items will only be offered where required by law.

Digital Products

If the Website offers digital products such as eBooks, downloadable content, or digital resources, the following terms apply.

Once a digital product has been downloaded, accessed, streamed, or otherwise supplied, you may lose your statutory right to cancel if you have agreed to immediate access and acknowledged that your cancellation rights will end once delivery begins.

If a digital product is faulty or inaccessible due to a technical issue on our side, please contact us and we will work to resolve the issue or provide a refund where appropriate.

Non-Returnable Items

The following items are generally not eligible for return unless faulty:

• Personalised or dedicated books
• Downloaded digital products
• Gift cards or vouchers (if offered)
• Items damaged after delivery through misuse or neglect

How to Request a Return

To request a return, refund, or replacement, please contact us with:

• Your name
• Order number
• Date of purchase
• Description of the issue
• Photographs (if the item is damaged or faulty)

Please send requests to:

Email: [INSERT EMAIL ADDRESS]

We will provide instructions on how to return the item where applicable.

Your Statutory Rights

Nothing in this Refund and Returns Policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Contact

For questions regarding returns or refunds, please contact:

Louise Exeter Books
Email: louise@louiseexeterbooks.co.uk
Website: https://louiseexeterbooks.co.uk/