Last updated: February 2026

1. Introduction

This Refund and Returns Policy applies to all purchases made through www.thebookdragon.co.uk. It has been prepared in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable United Kingdom consumer protection legislation.

By placing an order with The Book Dragon, you agree to the terms set out in this policy. This policy does not affect your statutory rights.

2. Your Statutory Rights

Under UK consumer law, goods must be of satisfactory quality, fit for purpose, and as described. Nothing in this policy is intended to limit or exclude your statutory rights. If any provision of this policy conflicts with your statutory rights, your statutory rights shall prevail.

3. Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. To exercise this right, you must notify us of your decision to cancel by contacting us via the details set out in Section 10 of this policy. You may also use the Model Cancellation Form, though you are not obliged to do so.

Once you have notified us of your cancellation, you have a further 14 calendar days to return the goods to us at your own cost. We will process your refund within 14 calendar days of receiving the returned goods, or within 14 days of you providing evidence of having sent the goods back, whichever is earlier.

Please note: Books must be returned in their original, unused condition. Books that are damaged, marked, annotated, or show signs of excessive use beyond reasonable inspection may be subject to a deduction from the refund to reflect the diminished value of the goods.

4. Grounds for a Refund

In addition to your statutory cancellation rights, we will offer a full refund or replacement where a book is found to have any of the following quality defects:

• Significant printing defects, including but not limited to: missing pages, blank pages, duplicated pages, pages printed out of order, illegible or heavily smudged text, or severely misaligned print.
• Binding and structural faults, including but not limited to: pages falling out, a detached or broken spine, a cover that separates from the text block upon normal handling, or warped or badly cut pages.
• Material formatting errors, including but not limited to: substantially incorrect typesetting, persistent font rendering issues, missing or corrupt images or illustrations that are integral to the content, or pagination errors that significantly impair readability.
• Significant editorial defects where the published text is materially different from the product description, such as the wrong edition, the wrong translation, or content that is substantially incomplete or corrupt compared to the advertised product.
• Damage in transit, where the book arrives in a materially damaged condition that was not present at the time of dispatch.
• Incorrect item received, where you have been sent a book other than the one you ordered.

5. What We Will Not Refund

We are unable to offer refunds in the following circumstances:

• Dissatisfaction with the content, storyline, writing style, genre, themes, or subject matter of a book. Purchasing a book is a subjective choice, and we cannot accept returns on the basis that you did not enjoy the story or found the content not to your personal taste.
• Minor cosmetic imperfections that do not materially affect the readability or usability of the book, such as very slight colour variations on covers, minimal shelf wear consistent with standard handling during fulfilment, or minor dents to dust jackets.
• Books that have been damaged by the customer after delivery, including but not limited to water damage, torn pages, staining, writing or highlighting within the book, or damage caused by improper storage.
• Books described and sold as ex-library, remainder, or second-hand copies, unless the condition is materially worse than described in the listing.
• Change of mind after the 14-day cooling-off period has elapsed.
• E-books or digital content once the download has commenced, in accordance with the Consumer Contracts Regulations 2013, provided you were informed of this and gave your consent prior to download.

6. How to Request a Return or Refund

To request a return or refund, please follow these steps:

1. Contact us at returns@thebookdragon.co.uk or via the contact form on our website, quoting your order number and providing a clear description of the issue. Where possible, please include photographs of the defect.
2. Our customer service team will review your request and respond within 3 working days. We may ask for further information or photographs to assess the issue.
3. If your return is approved, we will provide you with instructions for sending the book back to us. For defective items, we will cover the reasonable cost of return postage. For cancellations within the cooling-off period, return postage is at your own expense.
4. Once we have received and inspected the returned book, we will notify you of the outcome and, where applicable, process your refund.

7. Refund Method and Timescales

Approved refunds will be made to your original payment method. Please allow:

• Up to 14 calendar days from receipt of the returned goods (or proof of return postage) for the refund to be processed.
• A further 5–10 working days for the refund to appear in your account, depending on your payment provider.

Where applicable, refunds will include the basic delivery charge you originally paid. If you selected a premium or express delivery option, we will refund the cost of standard delivery only, unless the return is due to our error or a defective product.

8. Replacements and Exchanges

Where stock allows, we are happy to offer a replacement copy of the same title as an alternative to a refund. If the item is out of stock, we will offer a full refund. We do not currently offer direct exchanges for a different title; you would need to return the original item for a refund and place a new order.

9. Late or Missing Deliveries

If your order has not arrived within the estimated delivery timeframe, please contact us so that we can investigate. We will work with our delivery partner to trace your parcel. If the parcel is confirmed as lost, we will offer a replacement or full refund at your discretion.

10. Contact Us

If you have any questions about this policy or wish to initiate a return, please contact us:

Email: returns@thebookdragon.co.uk

Website: www.thebookdragon.co.uk/contact

Post: The Book Dragon, Returns Department, [Insert Address]

11. Complaints and Disputes

If you are not satisfied with the outcome of a return or refund request, please contact us and we will do our best to resolve the matter. If we are unable to reach a satisfactory resolution, you may wish to consider alternative dispute resolution (ADR) or contact Citizens Advice (www.citizensadvice.org.uk) for further guidance on your consumer rights.