Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. These conditions apply to our voluntary 30-day returns policy and do not limit your statutory cancellation or consumer rights.

To start a return, you can contact us at cass@thebookaholicshaven.co.uk. We will provide the appropriate return address after your return request has been accepted.

If your return is accepted, we’ll provide instructions explaining how and where to send your package. Unless the item is faulty, damaged, incorrectly supplied, or otherwise required by law, customers are responsible for return postage costs. Items returned without first requesting a return may not be accepted.

You can always contact us for any return question at cass@thebookaholicshaven.co.uk.

Damages and issues
Please inspect your order upon receipt and contact us as soon as reasonably possible if the item is defective, damaged or incorrect, so we can evaluate the issue and make it right. This does not affect your statutory rights.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (goods made to your specifications or clearly personalised), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items may be returned in accordance with this policy. Gift cards cannot be returned, except where required by law.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK and European Union cancellation rights
If your order is being delivered to the United Kingdom or European Union, you normally have the right to cancel it within 14 days of receiving it, without giving a reason. After notifying us, you must return the goods within a further 14 days. Certain exclusions apply, including personalised goods, perishable goods and sealed goods that cannot be returned for health or hygiene reasons once opened. These rights are separate from our voluntary 30-day returns policy.

Refunds

We will notify you when we have received and inspected your return. Where a refund is due, it will be issued to your original payment method within 14 days of receiving the returned goods or evidence that you have sent them back, where applicable.

For eligible cancellations, we will also refund the cost of our standard delivery option. Any additional cost paid for an enhanced or express delivery service will not normally be refunded. Please remember that your bank or card provider may require additional time to process the refund.

If you have not received an approved refund after 15 business days, please contact us at cass@thebookaholicshaven.co.uk

Nothing in this policy limits or excludes your statutory rights, including your rights where goods are faulty, damaged, not as described or unfit for purpose.