When purchasing from SLPOTY, you have rights under the Consumer Rights Act and the Consumer Contracts Regulations.
Firstly, a consumer must be an “individual” (that is, a natural person) – the Act’s protection for consumers does not apply to small businesses or legally incorporated organisations (e.g. companies formed by groups of residents). Explained in section 36 of the CRA
Where online sales are concerned, you have the right to cancel your purchase for a full refund from when you place an order until 14 days after it was delivered. However, since we sell books, you are only entitled to a full refund if your item is returned in unused and in new condition.
There are exemptions under the CRA & CCR. Bespoke and niche products are exempt from the 14 day refund/cooling off period. The following are bespoke products and you are not entitled to a refund for the following:
1. Signed, limited edition books
2. Downloadable software/eBooks
3. Customised/bespoke prints
IMPORTANT: SLPOTY books are niche/small batch goods.
Items damaged or lost in shipping
You (the consumer) are entitled to a repair or replacement of damaged/faulty goods unless we (the seller) can prove that it was not faulty when it was bought.
All books are manually checked and photographed with each order prior to being packaged and are guaranteed to be shipped in perfect condition. The photographs we take are kept as evidence in the event of any claims or disputes.
DAMAGED & FAULTY BOOKS – the CRA states that if goods are received damaged or faulty then you (the consumer) should inform the seller quickly.
If your book is received in damaged or faulty condition, then it must be reported to us within 14 calendar days of receipt. You are not entitled to a refund or replacement after this period.
Whilst we visually inspect and photograph every book, we do not inspect every page and on very rare occasions, internal damage or faults can be discovered on pages that are caused by manufacturing and printing process.
WHAT IS DAMAGE?
You are entitled to a replacement or refund of any book that has obvious manufacturing damage or defects. Manufacturing damage and errors are: printing errors or defects such as mis-registered colours or type, misaligned pages, trimming errors and press folds.
WHAT IS FAIR WEAR AND TEAR?
Under the Consumer Rights Act – Part 2, a consumer cannot claim for damage they cause. A consumer has no rights to claim for faults that appear as a result of fair wear and tear
Fair wear and tear includes obvious signs of the book being used or read. Books are made from paper and under normal conditions, paper may mark, bend, fold or kink when being read. Finger prints, bent pages, dog-eared corners, kinks, scuffs or folds on the inner pages or on the external dust covers of hardback books is fair wear and tear.
If your book is received damaged or faulty through manufacture, please contact us. We need to see photographs of the damage and your order number before we can proceed.
DAMAGE CAUSED BY ROYAL MAIL – Royal Mail ship all our books which includes compensation for damage in transit. IMPORTANT: If your book arrives damaged, please keep the original packaging and do not throw it away as this will be required for a compensation claim.
Submit your claim and enter the appropriate number on the postage label with your parcel. ROYAL MAIL CLAIM FORM: https://personal.help.royalmail.com/app/webforms/claim
Note: Whilst we (the seller) can submit the compensation claim, in our experience it takes much longer to do so.
TRACKED 24 & TRACKED 48 services – if your book was sent using either the Tracked 24 or Tracked 48 service, only we (the sender) can claim compensation. Please inform us within 14 days if you receive a damaged parcel.
UNDELIVERED PARCELS:
If your parcel has not been delivered, you must inform us within 30 days of your shipping notification email for your tracking number. We do not accept any claims for non delivery after the 30 period.
Partial refunds
Only under certain situations (and at our discretion) will we consider a partial refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank or Paypal account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via our form.
On Sale items
Only regular priced goods may be refunded or replaced. Sale books are not eligible for a refund or replacement.
The following are eligible for replacement or refund:
We only replace items if they are defective or damaged as part of manufacturing. i.e. books with obvious printing / manufacturing errors, smudged ink, mis-registered or misaligned typefaces and images.
If you need to exchange it for the same item, please provide photographs of the defects then contact us .
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, please contact us and provide details.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.