Refund policy
Returns and Refunds Policy
Last updated: September 2026
At A Novel Place Bookshop, I want you to be happy with your order. If you have a problem with an order or simply change your mind about a purchase, please get in touch and I will do my best to help.
This policy explains your statutory consumer rights as well as the additional returns period I offer.
Change of mind returns
For most physical products purchased online, you have a legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.
After telling me that you wish to cancel, you normally have a further 14 days to return the goods.
In addition to your statutory cancellation rights, I offer a 30-day returns period for eligible physical products. This means you can contact me within 30 days of receiving your order if you would like to return an eligible item because you have changed your mind.
Books returned because you have changed your mind should be in a condition suitable for resale. You may handle a book as you reasonably would in a bookshop to inspect it, but excessive handling or use may affect the amount of any refund where permitted by law.
Your statutory consumer rights are not affected by this additional 30-day returns period.
How to request a return
To request a return, please contact me at:
You can also submit a return request through your customer account:
Please include your order number and details of the item you would like to return.
I will provide you with the information you need to return your item.
Return postage
If you are returning an item because you have changed your mind, you are normally responsible for the cost of returning it.
If an item is faulty, damaged, incorrect or not as described, please contact me before returning it. I will arrange the appropriate solution and, where applicable, cover the reasonable cost of returning the item.
Damaged, faulty or incorrect items
Please check your order when it arrives and contact me as soon as reasonably possible if:
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Your book or other item arrives damaged
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Your item is faulty or defective
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You have received the wrong item
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Your item is not as described
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An item is missing from your order
Please email anovelplacebookshop@gmail.com with your order number and, where helpful, photographs showing the problem.
If an item is faulty, damaged, incorrect or not as described, I will provide an appropriate remedy in accordance with your statutory consumer rights. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
Sale items
Sale items are covered by the same statutory consumer rights as full-price items.
A reduced price does not remove your legal rights if an item is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.
If you simply change your mind about a sale item, the same eligibility requirements for change-of-mind returns apply.
Gift cards
Gift cards are not normally refundable once purchased, except where required by law.
If you believe there is a problem with a gift card, please contact me at anovelplacebookshop@gmail.com.
Exchanges
I do not normally offer direct exchanges.
If you would like a different book, the simplest option is usually to return the original item and place a new order for the replacement.
If your original item is faulty, damaged or incorrect, please contact me before placing a new order so I can help resolve the problem.
Refunds
Once your returned item has been received and inspected, I will confirm whether the refund has been approved.
Where a refund is due, I will refund the payment using the original payment method unless we agree otherwise.
For statutory cancellations, refunds will be made within the timeframe required by applicable consumer law. Where required by law, this will include the cost of the original standard delivery service.
Your bank or payment provider may take additional time to process the refund and show it in your account.
If you believe your refund is overdue, please contact me at anovelplacebookshop@gmail.com.
Audiobook returns
Audiobooks are digital content and have different cancellation and refund rules from physical books.
A Novel Place Bookshop offers audiobooks through Libro.fm.
Libro.fm currently allows eligible audiobook purchases made within the previous six months to be submitted for a refund request.
To request an audiobook refund, please contact Libro.fm Customer Support:
You can also contact Libro.fm at hello@libro.fm.
Please include:
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The name of the audiobook
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Your purchase details
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The purchase date or purchase ID if the audiobook was a pre-order
If the audiobook was purchased using a credit card, Libro.fm will refund the amount paid to the card used for the purchase.
If the audiobook was purchased using a membership credit, Libro.fm will return the credit to your account.
Libro.fm may limit refunds where it considers there has been excessive or abusive use of its refund policy.
For digital content supplied immediately after purchase, your statutory cancellation rights may be affected where you have expressly agreed to immediate supply and acknowledged that you will lose your cancellation right once supply begins.
Your statutory rights
Nothing in this Returns and Refunds Policy limits or excludes your statutory rights.
Under UK consumer law, goods must generally be of satisfactory quality, fit for purpose and as described.
If an item does not meet these requirements, you may have additional rights to a repair, replacement, price reduction or refund depending on the circumstances.
You can find further information about your consumer rights on the UK government's website:
Contact
If you have any questions about a return, refund or damaged order, please contact me:
A Novel Place Bookshop
25 Greenfields Avenue
Southampton
SO40 3LU
United Kingdom
Email: anovelplacebookshop@gmail.com
Telephone: +44 7803 310735
I am always happy to help where I can.