1. Eligibility for Returns (Physical Books)
You may request a return for physical books if:
- The item is damaged, defective, or incorrect on arrival, or
- You change your mind and meet the conditions in section 2.
To be eligible:
- The book must be in its original condition (unused, unmarked, and resalable) unless it arrived damaged or faulty.
- You must contact us within the applicable timeframes below.
2. Change of Mind Returns (Physical Books)
If you change your mind:
- You have 14 days from the date you receive your order to notify us that you wish to return it.
- After notifying us, you then have 14 days to send the item back.
Conditions:
- Items must be returned in new, resalable condition with any original packaging where possible.
- You are responsible for the return shipping costs unless the item is faulty or we sent the wrong product.
- We recommend using a tracked service, as you are responsible for the goods until they reach us.
If the returned item is not in acceptable condition (e.g. visibly used, damaged, or marked), we may reduce your refund accordingly or decline the refund.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item:
- Contact us within 7 days of delivery.
- Provide your order number and, where possible, clear photos of the issue and packaging.
We will:
- Offer a replacement (subject to stock availability), or
- Offer a full refund, including any original shipping costs, if a replacement is not possible.
You will not be charged for return shipping if the item is damaged, faulty, or incorrect due to our error.
4. Non-returnable / Non-refundable Items
The following are generally non-returnable and non-refundable, except where required by law:
- Ebooks and other digital products once download/access has been provided.
- Items returned more than 14 days after you informed us of your wish to return.
- Items that are not in their original condition (unless they were received damaged or faulty).
If you believe there is a technical issue with a digital product (e.g. download problems, file corruption), please contact us – we will work with you to restore access or, where appropriate, provide a refund.
5. How to Request a Return or Refund
To start a return or refund request:
- Email us at info@storybay.uk or call +44 20 3996 0969.
- Provide:
- Your order number
- The item(s) you wish to return or query
- The reason for the return and any supporting photos (for damaged/faulty items)
If your return is approved:
- We will provide return instructions and the return address.
- For approved change-of-mind returns, you pay return postage.
- For damaged/defective/incorrect items, we will cover or reimburse reasonable return costs (as agreed in advance).
6. Refund Process
Once we receive and inspect your returned item (where applicable), we will notify you of the approval or rejection of your refund.
If approved:
- Refunds are issued to your original method of payment.
- Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
Shipping costs:
- For change-of-mind returns, original shipping charges are non-refundable.
- For damaged, defective, or incorrect items, we will refund the original shipping cost where applicable.
7. Late or Missing Refunds
If you have not received your refund after the stated time:
- Check your bank or card account again.
- Contact your bank or card provider; processing times can vary.
- If you still have concerns, contact us with your order details and refund confirmation.
8. Contact Us
If you have any questions about returns, refunds, or problems with your order, please contact:
StoryBay
Email: info@storybay.uk
Phone: +44 20 3996 0969
Address:
321–323 High Road,
Chadwell Heath, Essex
RM6 6AX
UK