Refund & Returns Policy
We hope you are delighted with your purchase. However, we understand that sometimes you may change your mind.
This Refund & Returns Policy applies to books purchased directly from lisaholman.co.uk. Nothing in this policy affects your statutory rights under UK consumer law.
30-Day Returns Policy
We offer a 30-day returns period for eligible books purchased directly from our website.
For online purchases, you also have a statutory right to cancel your order within 14 days of receiving it. Once you have notified us that you wish to cancel within this statutory cancellation period, you then have a further 14 days to return the book.
Our additional 30-day returns policy does not affect your statutory rights.
To request a return, please contact [email protected] quoting your name and order number. We may also ask for proof of purchase.
Condition of Returned Books
You are entitled to inspect a book in the same way that you reasonably could when purchasing a book in a shop.
However, the right to cancel an online purchase does not mean that a book can be read, used and then returned for a full refund regardless of its condition.
Returned books should be packaged securely and returned in a condition consistent with reasonable inspection.
If a book has been read, used, damaged or handled beyond what is reasonably necessary to inspect it, this may have reduced its value. Where permitted by law, we reserve the right to reduce the refund to reflect that reduction in value.
Signs of excessive handling, use or damage include, but are not limited to:
- Creased, cracked or broken spines
- Visible spine wear consistent with the book having been read
- Bent, folded or dog-eared pages
- Creased, bent, scratched or damaged covers
- Writing, highlighting or other marks
- Torn, ripped or damaged pages
- Stains, food or drink marks
- Water or moisture damage
- Strong odours, including smoke
- Damage caused by improper storage
- Stickers, labels or adhesive added after purchase
- Missing or damaged items or components supplied with the book
- Any other visible signs of use or handling beyond what would reasonably be necessary to inspect the book
If excessive handling or damage has substantially reduced the value of the book, any permitted deduction from the refund may reflect that substantial loss in value.
This does not affect your rights if the book was faulty or damaged when it was supplied to you.
Signed and Personalised Books
Books that have simply been signed by the author without being personally dedicated or otherwise customised remain subject to the applicable cancellation and return rights.
Books that have been specifically personalised, including books dedicated to a named individual, containing a requested personal message or otherwise customised to your individual requirements, may be exempt from the statutory change-of-mind cancellation right.
This does not affect your statutory rights if a signed or personalised book is faulty, damaged or not as described.
Damaged, Faulty or Incorrect Books
Please inspect your order as soon as possible after delivery.
If your book arrives damaged or faulty, is not as described, or you receive the wrong item, please contact us at [email protected] as soon as possible.
Please provide your order number and, where possible, clear photographs showing:
- The damage or fault
- The book
- The external packaging
- Any damage to the packaging or parcel
Please retain the original packaging until the issue has been resolved, as photographs or packaging may be required when we make a claim with the delivery company.
Where a book was faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights.
You will not be required to pay reasonable return postage for an item that was faulty, damaged or incorrectly supplied.
Damage After Delivery
We cannot accept responsibility for damage caused by the customer after a book has been delivered in satisfactory condition.
This includes accidental damage, improper handling or storage, staining, water damage, marking, tearing, folding pages, breaking or excessively creasing the spine, or other damage caused while the book is in the customer’s possession.
Damage caused after delivery is different from a book that arrives damaged or faulty and does not affect your statutory rights in relation to goods that were faulty when supplied.
Refunds
Once your return has been received, we will inspect the book.
We will contact you by email to confirm that we have received your return and advise you of the outcome.
Where a refund is due, it will normally be made using the same payment method used for the original purchase.
For cancellations made under your statutory cancellation rights, refunds will be made within the timescales required by law. This will generally be within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Where required by law, your refund will also include the cost of the least expensive standard delivery option that was available when you placed your order.
If you selected a more expensive delivery service, such as express, next-day or another upgraded service, the additional amount you paid for that service will not be refunded.
Any deduction permitted because the book has been handled beyond what is reasonably necessary to inspect it will be deducted from the refund.
Return Postage
For change-of-mind returns, the customer is responsible for the cost of returning the book.
Return postage costs are non-refundable unless the book was faulty, damaged, incorrectly supplied or we are otherwise legally required to cover the return cost.
We strongly recommend using a tracked postal service and retaining your proof of postage until your return and refund have been completed.
Returned books remain your responsibility until they reach us. Please ensure that books are packaged securely to protect them during their return journey.
If a book is damaged because it has not been adequately packaged for return, this may affect the amount refunded where permitted by law.
Exchanges
If your book arrives faulty, damaged or you have received the wrong book, please contact us at [email protected].
Where appropriate, we can arrange a replacement rather than a refund.
If you wish to exchange a book simply because you have changed your mind, please contact us before returning it so that we can advise you of the options available.
Sale and Discounted Books
Purchasing a book in a sale or using a promotional or discount code does not affect your statutory consumer rights.
Eligible sale or discounted books may therefore still be returned in accordance with your applicable cancellation rights and this policy.
Late or Missing Refunds
If we have confirmed that a refund has been processed but you have not yet received it, please allow sufficient time for your bank or card provider to process the transaction.
You may wish to check your bank account and then contact your bank, card issuer or payment provider, as processing times can vary.
If you have done this and your refund has still not appeared, please contact us at [email protected] and we will check the status of the refund.
How to Return a Book
Before sending a book back, please contact:
Please include your name, order number and reason for the return.
Unless we advise you otherwise, returns should be sent to:
Lisa Holman
66 Ferris Way
Hilperton
Wiltshire
BA14 7GX
United Kingdom
Please package your return securely and obtain proof of postage.
For change-of-mind returns, you are responsible for paying the return postage costs.
Gifts
Where a book was purchased by another person as a gift, any refund will normally be made to the original payment method used to purchase the book.
This means that, where appropriate, the person who originally purchased the book may receive the refund rather than the recipient of the gift.
Need Help?
If you have any questions about a return, refund, exchange or damaged order, please contact:
Please include your order number wherever possible so that we can locate your order quickly.
Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict or override your statutory rights.
Your rights may include those provided by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. If you have requested your book to be personally signed, we would be unable to accept a return. We also do not accept returns of books that have been read or if the spine has been broken.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 66 Ferris Way, Hilperton, Wiltshire, BA14 7GX.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, please mail it to: 66 Ferris Way, Hilperton, Wiltshire, BA14 7GX.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.