Returns

We hope you are happy with your purchase but if not, please keep calm and read on.

This page is solely about returns. If you require any other information, please get in touch.

If buying books from Bookshop Org, please follow the link for their T&Cs. We cannot help with the return or refund process when you buy with Bookshop Org because your payment goes through Bookshop Org first, then us.

When buying an item(s) directly with us, either instore or via phone call, we offer certain return T&Cs. These are completely legal. Read the information below. Please note, while we try our best to keep all of our items in tip-top condition, some do slip through the net. If returning an item(s), please consider a level of politeness towards the bookseller (we are human too).

Buying an item(s) instore

• With all returns, a receipt (or bank statement) must be presented. We cannot accept an item(s) back if proof of purchase is not present. The only instance we will not require a receipt is when the bookseller that sold the item(s) remembers selling such item(s) to you. Please note, we have many wonderful customers visiting us so please do not be offended if the bookseller cannot remember you.
• We offer a direct exchange or credit note for undamaged item(s) returned.
• If an item(s) was knowingly bought damaged, we have the right to refuse a refund of any kind. However, we may be able to offer a partial refund if permission is given from either the Browser owner or manager.
• If an item(s) was bought without the prior knowledge of damage, we will offer a refund, credit note or direct exchange.
• If an item(s) was bought without the prior knowledge of damage but is damaged after purchasing, we have the right to refuse a refund of any kind. This is known as further damage caused by the customer.
• If you bought a damaged item(s), both in knowing of or not, and then tried to repair that damaged item(s), we do not have to accept the item(s) back. This is classed as ‘damage caused by customer’.
• If a book was purchased using a National Book Token, unfortunately we cannot offer a refund. We can however offer a direct exchange only to the original value of the item(s). This is due to the nature of a National Book Token being a form of payment bought from a secondary person and thus is ‘digital money’.

Buying an item(s) over the phone

• If an item(s) has been bought directly from Browser to be sent via post or collected in person, i.e. from shop to customer, it is the sole responsibility of the bookseller to make sure the item(s) is in good condition. We will never knowingly sell an item(s) that is damaged without first telling the customer.
• If an item(s) has been posted (by us) to the customer and arrives damaged, the item(s) must be sent back to us within 14 days of arrival before we can refund the original payment method used. We will pay for return postage. If we deem the item(s) has been tampered with, or damaged by the customer, we do not have to offer a refund but will post the item(s) back to the customer at the cost of the customer.
• If an item(s) has been ordered directly from our chosen wholesaler, to be delivered to the customer, and arrives damaged or not at all, we will enquire with the wholesaler on behalf of the customer. We normally set the postage as tracked with such an order so that if, in the unfortunate instance, the item(s) do not arrive, we can claim a refund for you. If the item(s) arrives damaged, the customer must provide evidence, such as photographs. We will then contact the wholesaler with this information and try to get a refund or a replacement for the customer.
• If we order an item(s) from our chosen wholesaler or publisher for the customer, and is to be delivered to the bookshop and collected from the bookshop, but the item(s) arrives damaged and the customer has already paid, we will offer a partial refund (to original payment method used) or can reorder the item(s) again. We will of course encourage the customer to inspect the damage before making this decision. We do not normally take payment prior to the item(s) arriving here in the bookshop due to the nature of delivery conditions being out of our hands.

We hope all of the above information makes sense. If you require further information or clarity on any of the above, please get in touch so we can help.