Refund Policy

1. Introduction

At BookHaven, we take pride in providing quality books and excellent customer service. We understand that sometimes a purchase may not meet your expectations, and we have established this Refund Policy to address such situations fairly and efficiently.

This policy outlines our procedures for returns, refunds, and exchanges. By making a purchase from our website, you agree to the terms of this policy.

2. Returns

2.1 Return Eligibility

You may return items purchased from BookHaven within 30 days of delivery for a full refund or exchange, provided that:

• The item is in its original condition, unused, and undamaged
• The item is returned in its original packaging, with all accessories and components
• You have proof of purchase (order confirmation email or receipt)
• The return is initiated within 30 days from the delivery date

2.2 Non-Returnable Items

The following items cannot be returned or exchanged:

• eBooks, audiobooks, and other digital products that have been downloaded or accessed
• Gift cards or promotional cards
• Books with clear signs of use, such as creased spines, marked pages, or damaged covers (unless received in that condition)
• Books sold as "clearance" or "final sale" items
• Special order or personalized items

2.3 Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Service team within 7 days of receipt. We will arrange for a return shipping label and process a full refund or replacement once we receive the damaged item. Please provide photographs of the damage with your claim to help us process it more efficiently.

2.4 Incorrect or Missing Items

If you receive an incorrect item or if an item is missing from your order, please contact our Customer Service team within 7 days of receipt. We will arrange to ship the correct item to you as soon as possible or process a refund for the missing item.

3. Return Process

3.1 Initiating a Return

To initiate a return:

1. Contact our Customer Service team at returns@bookhaven.com or call +44 778 306 9303
2. Provide your order number, the item(s) you wish to return, and the reason for the return
3. Our team will guide you through the return process and provide you with a Return Authorization Number (RAN)
4. This RAN must be included with your return shipment

3.2 Return Shipping

You are responsible for the cost of return shipping, except in cases where:

• The item received was damaged or defective
• You received an incorrect item
• An item was missing from your order

We recommend using a tracked shipping service for your return, as we cannot be responsible for items lost in transit. Please retain your shipping receipt until your return has been processed.

3.3 Return Address

All returns should be sent to:

BookHaven Returns Department
83 Cameron Gardens
South Rowenafort TD8 6PQ
United Kingdom

Please ensure your Return Authorization Number is clearly marked on the outside of the package.

4. Refunds

4.1 Refund Processing

Once we receive your returned item, our team will inspect it to ensure it meets our return eligibility requirements. If approved, we will process your refund within 5 business days. Refunds will be issued to the original payment method used for the purchase.

4.2 Refund Timeline

After we process your refund, it may take an additional 5-10 business days for the funds to appear in your account, depending on your payment provider's policies. For credit card payments, refunds may appear as pending or processing for up to 30 days, depending on your credit card company.

4.3 Partial Refunds

We may issue partial refunds in the following cases:

• Items returned show signs of use or damage that occurred after delivery
• Items are returned without original packaging, accessories, or components
• Only part of an order is returned

4.4 Shipping Costs

Original shipping costs are non-refundable, except in cases where items were damaged, defective, incorrect, or missing. If you are returning an item because of an error on our part, we will refund the full shipping cost and provide a prepaid return shipping label.

5. Exchanges

5.1 Exchange Process

If you would prefer to exchange an item rather than receive a refund, please indicate this when initiating your return. Specify the item you would like to receive in exchange, including any relevant details such as edition, format, or condition.

5.2 Price Differences

If the exchange item costs more than the original purchase, you will need to pay the difference. If the exchange item costs less, we will refund the difference to your original payment method.

5.3 Availability

Exchanges are subject to product availability. If the requested exchange item is unavailable, we will contact you to discuss alternatives or process a refund instead.

6. Gift Returns

6.1 Gift Receipt

If you received an item as a gift and wish to return it, you will need the gift receipt or order number provided by the gift giver. Returns without proof of purchase may be accepted at our discretion, but will be processed as store credit only.

6.2 Gift Return Process

The return process for gifts is the same as for regular purchases, except that refunds will be issued as store credit to the gift recipient rather than as a refund to the original payment method. This store credit can be used for future purchases on our website.

7. Subscription Cancellations and Refunds

7.1 Book Subscription Boxes

For our book subscription services:

• Monthly subscriptions can be cancelled at any time before the next billing cycle
• Prepaid subscriptions (3-month, 6-month, or annual) cannot be cancelled once activated, but will not auto-renew if cancelled before the renewal date
• Subscription boxes that have already been shipped cannot be returned unless they contain damaged or defective items

7.2 Digital Subscriptions

For digital content subscriptions:

• You may cancel your subscription at any time
• No refunds will be issued for partial subscription periods
• Access to subscription content will continue until the end of the current billing period

8. Special Circumstances

8.1 Pre-Orders

Pre-ordered items can be cancelled at any time before the item is shipped. Once shipped, our standard return policy applies.

8.2 Promotional Items

Items received as part of a promotion (e.g., "buy one, get one free") must be returned together with the qualifying purchase, unless the qualifying purchase still meets the promotion requirements without the returned item.

8.3 Extended Holiday Returns

For purchases made between November 15 and December 31, we extend our return period to January 31 of the following year to accommodate holiday gifts.

9. International Returns

For international orders, the same return policy applies, with the following additional considerations:

• International customers are responsible for all return shipping costs, customs fees, and taxes associated with the return
• Due to longer shipping times, the return window is extended to 45 days from delivery for international orders
• Please mark return packages as "Returned Merchandise" to avoid additional customs charges

10. Exceptions and Right to Refuse

BookHaven reserves the right to refuse returns or to modify this policy in individual cases, particularly in cases of suspected fraud, abuse of our return policy, or repeated returns. Any exceptions to this policy must be approved in writing by our Customer Service department.

Nothing in this policy affects your statutory rights as a consumer.

11. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our Customer Service team:

Email: returns@bookhaven.com
Phone: +44 778 306 9303
Hours: Monday-Friday, 9am-6pm GMT

We strive to address all inquiries within 24 hours during business days.