1. Changing your mind
For most consumer orders placed online, you may tell us that you wish to cancel from the date the contract is formed until 14 days after the day you receive the goods. You do not need to give a reason.
To cancel, email contact@orchestrabooks.co.uk with your name, order number, the books concerned and a clear statement that you are cancelling. You may use any clear written wording.
2. Returning cancelled goods
After notifying us, send the goods back without undue delay and no later than 14 days after the day you told us you were cancelling. We will provide the return address and instructions. Do not send a return to the registered office unless we specifically confirm that address.
Unless the item is faulty, damaged, incorrect, or we agree otherwise, you are responsible for the direct return cost. Use suitable protective packaging and retain proof of posting.
3. Refunds after cancellation
We will refund the price paid and the cost of the least expensive standard delivery option offered for the order. Additional delivery upgrades are not normally refundable. We may wait until the goods are returned or you provide evidence that they were sent back.
The refund will be made without undue delay and within the applicable legal time limit, normally using the original payment method. We may reduce the refund for loss in value caused by handling beyond what would reasonably be allowed in a shop.
4. Faulty, damaged, incorrect or misdescribed books
If a book is faulty, materially damaged in transit, incorrect or not as described, contact us promptly with the order number and clear photographs of the book and packaging. We will assess the problem and arrange an appropriate remedy, which may include replacement, repair where relevant, price reduction or refund in accordance with consumer law.
Do not discard the packaging until we confirm that it is no longer needed for the carrier claim.
5. Exceptions
The statutory right to cancel may not apply to certain categories, including goods made to your specification or clearly personalised, sealed audio/video/software products once unsealed, or digital content supplied immediately after the required express consent and acknowledgement. Ordinary printed books are not excluded merely because they are books.
6. Trade, institutional and special orders
Business customers do not automatically receive the same cooling-off right as consumers. Bulk, institutional, sourced-to-order, rights, subscription and trade orders may be governed by separate written terms agreed before purchase.
7. Contact
Email contact@orchestrabooks.co.uk before returning any item. Include the order number so that we can help quickly.