Refund Policy
Return & Refund Policy
Last updated: 25 August 2026
We want you to be happy with your BookVerse order. This policy explains how returns and refunds work, alongside your rights under UK consumer law. For delivery timeframes, please also see our Shipping & Delivery Policy.
1. Orders Not Received
If your order has not arrived within the estimated delivery window shown in our Shipping & Delivery Policy, please email us at contact@bookversestore.com with your order number. We will track the parcel with the carrier and, if it cannot be located, arrange either a free reshipment or a full refund, whichever you prefer.
You do not need to wait more than 5 business days past the end of the estimated delivery window before contacting us.
2. Returns and Cancellations (Change of Mind)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your book. To cancel, email us at contact@bookversestore.com within this period.
You may return the book even after opening and inspecting it, as you would in a shop. You are responsible for arranging and paying for the return shipping. If the book is returned damaged, or handled beyond what is necessary to inspect it, we may reduce your refund to reflect the loss in value.
Once we receive the returned book (or proof that it has been sent), we will refund you within 14 days, including the standard delivery cost you paid.
3. Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, if your book arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund. In this case you do not need to cover return costs.
Please contact us at contact@bookversestore.com with your order number and a photo of the issue, and we will make it right.
4. How to Request a Return or Refund
To request a return or refund, email contact@bookversestore.com with:
- Your order number
- The reason for your request
Our team will confirm the next steps and guide you through the process.
5. How Refunds Are Issued
Approved refunds are issued to your original payment method. We process refunds within 14 days of approval. Depending on your bank or card provider, it may take a few additional business days for the amount to appear in your account.
6. Contact Us
For any question about returns or refunds, please email contact@bookversestore.com. Our response time is within 24 to 48 business hours.
Company Details
BookVerse is a trading name of Growup Digi Services Ltd, a company registered in England and Wales under company number 12230239.
Address: 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE
Email: contact@bookversestore.com
Phone & WhatsApp: +44 7476 018777
Customer service: Monday to Friday, 9am to 5pm UK time.
Nothing in this policy affects your statutory rights as a consumer under UK law.