The Book Exchange complies with all legislation in the Trade Descriptions Act 1968 and Sale of Goods Act 1979.
It is our policy to ensure that all products sold at The Book Exchange are sold as described, of satisfactory quality and fit for the purpose described.
If a customer finds that a product is faulty, incorrectly described or unfit for purpose they can request a refund, repair, replacement or claim compensation. Customers should provide some proof of purchase, either a receipt, credit card bill or bank statement within 30 days of the product being received.
Products will be refunded or replaced for cash or credit up-to to the value of the item when purchased.
Should a product need to be repaired management will liaise with the customer to agree a satisfactory repair, all costs will be agreed in advance and The Book Exchange will organise for the repair to be completed. If a repair is not feasible a replacement product of an equivalent value will be offered.
Compensation claims should be directed in writing to management. Claims should detail the customers contact information, the product purchased, what the fault is and the reason compensation is requested.
We will be responsible for the cost of postage should the product be faulty, incorrectly described or unfit for purpose.
We understand that from time to time you may wish to return a product to us. We have created this 7 day returns policy to enable you to return products to us in appropriate circumstances. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000) as detailed above.
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within 7 days following the date of delivery of the product;
(b) the returned product is unused, in its original [unopened] packaging and otherwise in a condition enabling us to resell the product;
(c) you comply with the returns procedure set out below.
You will be responsible for paying postage costs associated with returns under this policy.
In order to take advantage of your rights under this returns policy, you must:
Email us at firstname.lastname@example.org quoting your Name, Order Reference Number along with your reason for returning the item and then send the product by recorded delivery to:
The Book Exchange
67 Hampstead House
176 Finchley Road
The Refund request will be kept securely for 6 years.
We will then send you a refund for the full price of any product properly returned by you. We will usually refund any money received from you using the same method originally used by you to pay for your purchase or in credit up to the value of the item.
We will process the refund as soon as possible and, in any event, within 30 days of the day we received your returned product.
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you
The Book Exchange prides itself on excellent customer care and strives to take all customer comments into consideration to ensure a great customer experience across the website
If you would like to let us know how we are doing please email us via the contact us page Management will review comments regularly and will develop working practices in light of these wherever possible.
If you wish to make a complaint these can be made in writing to the management by the contact us page, letter or email. Management will endeavour to respond to complaints within 7 working days.