Refund Policy

Last updated: December 1, 2023

Introduction

At BookHaven, we strive to provide high-quality books and excellent customer service. We understand that sometimes a purchase may not meet your expectations or you may change your mind. This Refund Policy outlines the conditions under which we offer refunds for our products.

1. 30-Day Return Policy

We offer a 30-day return policy for most products purchased directly from our website or physical store. If you are not completely satisfied with your purchase, you can return it within 30 days of the delivery date, subject to the conditions detailed below.

2. Conditions for Requesting a Return and Refund

2.1 Eligibility

To be eligible for a full refund, you must meet all of the following conditions:

• The return request must be made within 30 days of the delivery date.
• The item must be in its original condition, unused, and with all original packaging.
• For books, they must be free of any markings, highlights, or damage, and with the spine unbroken.
• You must provide proof of purchase (order number, receipt, or invoice).
• You have not violated our Terms and Conditions or any other applicable policy.

2.2 Items Not Eligible for Return

The following items are not eligible for return and refund:

• Digital products, such as e-books and digital audiobooks, once they have been downloaded or accessed.
• Gift cards and promotional codes.
• Personalized or custom-ordered items, unless they arrive damaged or defective.
• Items marked as "Final Sale," "Clearance," or "Non-Returnable."
• Items with removed packaging or missing accessories.
• Subscription services after the stated cancellation period.

2.3 Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of receiving the product. We will arrange for a replacement or refund, and in some cases, we may ask for photographic evidence of the damage or defect.

3. Procedure for Requesting a Return and Refund

3.1 How to Request a Return

To request a return, you must follow these steps:

1. Log in to your BookHaven account.
2. Go to the "Order History" section.
3. Locate the order containing the item you wish to return.
4. Click on the "Return Item" button.
5. Complete the return request form, providing a detailed explanation of why you are returning the item.
6. Submit your request.

Alternatively, you can send an email to returns@bookhaven.com with the following information:

• Subject: "Return Request - [Order Number]"
• Your full name
• Email address associated with your account
• Order number
• Item(s) you wish to return
• Detailed reason for the return

3.2 Return Shipping

Once your return request is approved, we will provide you with instructions on how to return the item. Please note:

• You are responsible for the cost of return shipping unless the item is damaged, defective, or we made an error in your order.
• We recommend using a tracked shipping service to ensure the safe return of your item.
• The item should be securely packaged to prevent damage during transit.
• Include a copy of your return confirmation or a note with your order number inside the package.

Please send returns to:

BookHaven Returns Department
2 Julie Tunnel
Port Tom, BD9 4EF
United Kingdom

3.3 Processing Time

Once we receive your return:

• We will inspect the item to ensure it meets our return conditions.
• If approved, we will process your refund within 7-14 business days.
• You will receive a confirmation email once your refund has been processed.

3.4 Refund Method

Refunds will be processed using the same payment method you used for the original purchase:

• For credit/debit card payments, the refund will be issued to the same card.
• For PayPal payments, the refund will be sent to your PayPal account.
• For other payment methods, we will contact you to arrange the best way to process your refund.

Please note that the time it takes for the refund to appear in your account depends on your financial institution or payment provider and may take an additional 5-10 business days after we process the refund.

4. Special Circumstances

4.1 Late Deliveries

If your order arrives significantly later than the estimated delivery date, please contact our customer service team. Depending on the circumstances, you may be eligible for a partial refund, store credit, or other compensation, even if you decide to keep the order.

4.2 Incorrect Items

If you receive an item that is different from what you ordered, please contact us immediately. We will arrange for the return of the incorrect item and send you the correct one as quickly as possible. In this case, we will cover all shipping costs.

4.3 Exceptional Personal Circumstances

We understand that unforeseen personal circumstances may arise. In cases of serious medical emergencies, natural disasters, or other exceptional personal circumstances, we may consider refund requests outside the standard 30-day period, at our discretion.

To request a refund based on exceptional personal circumstances, you must:

• Provide a detailed explanation of the circumstances.
• When possible and appropriate, provide documentation supporting your request.

5. Special Orders and Rare Books

Special orders, rare books, and collectibles may be subject to different refund conditions:

• Special-ordered items (books that are not normally stocked by us and are ordered specifically for you) are not eligible for return unless they arrive damaged or defective.
• Rare books, first editions, signed copies, and collectibles may be subject to a shorter return period (14 days instead of 30 days) and must be returned in exactly the same condition as they were shipped.
• For high-value rare books or collectibles, we may require a professional assessment to confirm that the condition has not changed before processing a refund.

6. Exchanges

If you wish to exchange an item rather than receive a refund, please indicate this in your return request. If the item you want is of equal value, we will process the exchange once we receive your return. If the new item is more expensive, you will need to pay the difference. If it is less expensive, we will refund the difference.

7. Right to Refuse Refunds

BookHaven reserves the right to refuse refund requests that:

• Do not meet the conditions set forth in this policy.
• Appear to be fraudulent or made in bad faith.
• Are part of a pattern of abusive use of our refund policy (e.g., repeated purchases and returns).
• Violate our Terms and Conditions or any other applicable policy.

8. Contact

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will take effect when we post the revised policy on our website. For purchases made before a policy change, the refund terms that were in effect at the time of purchase will apply.

We recommend reviewing this policy periodically to stay informed about our most recent refund procedures.