Terms & Conditions

We want you to love your purchase. If something isn’t quite right, we’re here to help. This policy explains how returns, refunds, and replacements work.

This policy does not affect your statutory consumer rights.

Returns for Change of Mind

Before Dispatch:

If you no longer require your order, please cancel as soon as possible by contacting us via support@bookendsonline.co.uk

After Delivery:

If you change your mind about an item, you may return it within 28 days of the delivery date, provided that:

You have confirmed the return delivery address with us directly
The item is unused, undamaged, and in its original condition
All original packaging, labels, and accessories are included
The item is suitable for resale

Return postage costs are the responsibility of the customer. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit. Due to high breakage rates, we cannot accept returns sent via Evri.

Once we receive and inspect the returned item, we will process your refund within 14 working days. Refunds will be issued to the original payment method.

Faulty or Damaged Items

If your item arrives damaged or is faulty, please contact us via support@bookendsonline.co.uk within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

Your order number
A brief description of the fault or damage
Clear photos of the item and packaging (where applicable)

Depending on the issue, we may offer:

A replacement, or
A full refund

In most cases, faulty or damaged items will need to be returned to us for inspection before a refund or replacement is issued.

We will provide a prepaid returns label.

If a fault is confirmed, we will cover the cost of return postage. If no fault is found, the refund will be adjusted to account for return postage costs.

Once we receive and inspect the returned item, we will process your refund within 14 working days. Refunds will be issued to the original payment method.

How to Return an Item

All returns must be requested by contacting us via support@bookendsonline.co.uk

Once your return request is approved:

You will receive instructions and, where applicable, a returns label
Please include your order number inside the parcel.

Items returned without completing the returns process may experience delays.

Items That Cannot Be Returned

Unless faulty or damaged, we cannot accept returns for:

Used items
Items returned outside of the 28-day return window
Items not in original condition or packaging.

Refund Processing Times

Refunds are processed within 14 working days of receiving the returned item
Card refunds may take additional time to appear, depending on your bank
You will receive confirmation once your refund has been processed.

Contact Us

If you have any questions about returns or refunds, please contact us via support@bookendsonline.co.uk

Please contact us via support@bookendsonline.co.uk before attempting to return any items.