This Refund & Returns Policy was published on February 16th, 2025
Overview
We are committed to delivering high-quality physical Christian books and convenient digital copies to support your spiritual journey. This Refund & Returns Policy outlines your rights when requesting a return or refund, whether you change your mind, receive a damaged or incorrect item, or encounter an issue with a digital file. We aim to make the process straightforward and respectful of UK Consumer Rights legislation.
Please read all sections carefully before initiating a return. If any part of this policy is unclear, or if you have special circumstances, contact our Customer Care team at [email protected] for guidance. Your satisfaction matters to us, and we will work with you to resolve any issues as efficiently as possible.
You are entitled to return any non-faulty, physical book for a full refund (less restocking fee) within 30 days of the date you received it. This “change-of-mind” right begins on the day the book is delivered to you, please note that the 30-day clock starts ticking once the courier marks the delivery complete.
Requests made after the 30-day window will not be processed as change-of-mind returns. If you miss the deadline but believe you have special grounds (e.g. holidays, medical issues), please still get in touch; we review such requests on a case-by-case basis and may grant an exception at our discretion.
For change-of-mind returns, books must be returned in the same condition you received them. That means still sealed in their original packaging (shrink-wrap, dust jacket, foil seals, promotional inserts), with no visible handling marks. We reserve the right to refuse or partially refund any returned book showing signs of use, damage, or missing components.
For faulty returns, we understand that defects can surface only after you open the book. Defects include torn pages, loose bindings, misprints, or water damage not caused in transit. In these cases, you may return the book even if it has been opened or read, simply provide photographic proof of the defect (see section 4), and we will accept the return regardless of condition.
When returning for a change of mind, you are responsible for arranging and paying for return postage. We recommend using a tracked service with insurance, as we cannot reimburse lost or damaged packages on non-faulty returns. Keep your proof of postage until your refund is processed.
For faulty or incorrect items, once you provide satisfactory proof of the issue, we will reimburse reasonable return shipping costs in full. We ask that you choose an economical yet trackable option to help us process your reimbursement swiftly and securely.
All approved change-of-mind refunds will incur a 10% restocking fee. This fee covers the costs of handling, inspection, repackaging, and administrative processing. The restocking fee will be automatically deducted from your refund amount before it is issued.
No restocking fee applies to refunds for faulty or incorrectly shipped items. In those cases, you receive the full purchase price back, plus reimbursement of any pre-approved return postage.
Email: Send a message to [email protected] with your
Full name
Order number
Title(s) you wish to return
Reason for return (“change of mind” or description of defect)
Return Authorisation: We will email you a unique Return Authorisation (RA) within two working days, along with our returns address.
Packing: Securely package the book—ideally in the original shipping box or equivalent protective packaging. Insure and track the parcel.
Ship: Affix the RA label or include the RA number inside the package, then post to the address provided.
Once we receive and inspect your return:
Change-of-mind: We will issue a refund of 90% of the item price (purchase price minus the 10% restocking fee) to your original payment method.
Faulty / Wrong Item: We will issue a 100% refund of the item price and reimburse any pre-approved return postage.
Please allow up to 14 working days from our receipt of the book for your refund to appear in your account. We will confirm by email once the refund has been processed.
If you receive a book that is defective, damaged in transit, or not the title you ordered, please act promptly: email [email protected] within 28 days of delivery. Attach clear photographs showing the defect (tears, binding issues, water damage) or the incorrect cover/image. Accurate photo evidence enables us to verify the issue without delay.
Upon receiving your claim, we will investigate and respond within 28 days. If approved, you may choose to receive a replacement copy (subject to stock availability) or a full refund. Replacement shipping costs and any reasonable return postage will be covered by us. We aim to resolve faulty or incorrect orders with minimal inconvenience to you.
Digital Christian books are provided via secure download links accessible immediately after purchase. Due to the nature of digital content, we do not offer refunds once the download link has been accessed, in accordance with the UK Consumer Protection (Distance Selling) Regulations. You are encouraged to verify format compatibility (PDF, ePub, Kindle) and system requirements before purchasing.
Exception: If your digital file is corrupt, unreadable, or you encounter persistent technical errors, contact [email protected] as soon as possible with:
Your order number
A description of the issue
Screenshots or error messages
After our technical team verifies the fault, we will supply a new, functioning file or issue a full refund, whichever you prefer, within 14 working days of approval.
We do not operate a traditional exchange service where you swap one title for another. If we dispatch the wrong title in error, email [email protected] within 28 days of delivery with photographic proof. We will then:
Refund the full item price, including reasonable return postage.
Expedite processing of your new order at no extra cost (you may place a new order or we can place it on your behalf).
This approach ensures accurate stock handling and lets you receive the correct book without delays commonly seen in direct exchanges.
For any return, refund, or digital-file issue, please email us at [email protected]. Include your order number, item title(s), clear photographs if claiming a fault, and a brief description of your request. Our Customer Care team monitors this inbox daily and aims to acknowledge all queries within two working days.
If you need further assistance or have unique circumstances (e.g., bulk orders, special events), you may also call our support line at 020 1234 5678 during UK business hours (Mon–Fri, 09:00–17:00 GMT). We value your feedback and are here to help.
We reserve the right to amend this Refund & Returns Policy at any time. Any changes will be effective immediately upon posting at cmn.org.uk/term-of-use. We encourage you to review this policy periodically.
This policy supplements and does not replace your statutory rights under UK Consumer Law. Nothing in this document affects your legal entitlements under the Consumer Rights Act 2015 or other applicable legislation. If you believe you have additional rights, please inform us so we can address your concerns.
