At Story Bay, we strive to ensure that every customer enjoys a seamless and satisfying shopping experience. Our Refund Policy outlines the terms and conditions under which refunds, returns, or exchanges are provided for purchases made through storybay.org, in accordance with UK consumer law.
📞 Phone: +44 077 3821 8933 📧 Email:[email protected] 🏠 Address: 32 Ilchester Rd, Liverpool L16 3NQ, United Kingdom
1. Scope of the Refund Policy
This Refund Policy applies to:
Physical books purchased from our website.
Digital content (eBooks), unless otherwise specified.
By making a purchase, you agree to the terms outlined below.
2. Eligibility for Refunds
You may be eligible for a refund if:
The product is damaged, defective, or incorrect upon arrival.
You did not receive the product you ordered.
You are eligible under the Consumer Contracts Regulations 2013, which allow cancellation of orders within 14 days of receiving the product (for non-digital items).
Please note:
Used or opened digital content (eBooks) is generally non-refundable once downloaded, except in cases of technical issues or defects.
We may request photographic evidence or a description of any defective product to process your claim.
3. Refund Process
To request a refund, please follow these steps:
Contact our customer support team: 📧 Email:[email protected] 📞 Phone: +44 077 3821 8933 Include your order number, product details, and reason for the refund request.
Our team will review your request and confirm eligibility within 3–5 business days.
If approved, we will provide instructions for returning physical products. Items must be returned in original condition and packaging.
Once the returned product is received and inspected, we will process the refund. Refunds are typically issued via the original payment method within 7–14 business days.
4. Exchanges
If you wish to exchange a product (e.g., for a different book), please contact us first. Exchanges are subject to stock availability, and any difference in price will be adjusted accordingly.
5. Non-Refundable Items
Certain items are exempt from refunds unless faulty, including:
Downloaded digital content after purchase
Gift cards
Special promotional items, unless otherwise stated
6. Shipping Costs
Standard shipping fees are non-refundable, except when the product is defective or incorrect.
Customers are responsible for return shipping costs unless otherwise agreed with Story Bay.
7. Cancellations
Orders can be cancelled before they are dispatched.
Once an order has been shipped, it must be returned under the refund process above.
8. Consumer Rights
This Refund Policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, which grant the right to a refund, repair, or replacement for faulty or misdescribed goods.
