At Page Horizon, customer satisfaction is our top priority. We are committed to providing high-quality crime novels and a seamless shopping experience. This Refund Policy outlines your rights and the procedures for requesting a refund, in compliance with UK consumer protection laws, including the Consumer Rights Act 2015.
1. Eligibility for Refunds
You may be eligible for a refund if:
The product you received is damaged, defective, or faulty.
You received an incorrect item or an item that differs significantly from its description.
You cancelled a pre-paid order within your statutory cancellation period (for online purchases, typically 14 days from receipt of goods).
Please note: Due to the nature of books, refunds are not available for digital downloads once accessed, or for products that have been used beyond reasonable inspection.
2. Requesting a Refund
To request a refund, please follow these steps:
Contact Us: Reach out to our customer support team via:
Include your order number, product details, and the reason for the refund request.
Return the Product (if applicable): For physical books, you may be asked to return the item in its original packaging. Products must be in a resaleable condition, without significant wear, markings, or damage.
Refund Processing: Once your return is received and inspected, we will process your refund. Refunds will be issued using the same payment method you used for the purchase, unless otherwise agreed.
3. Refund Timeline
Refund requests will be acknowledged within 2 business days.
Refunds for eligible items will be processed within 7–14 business days of receipt and inspection of the returned product.
Bank processing times may vary depending on your financial institution.
4. Exchanges
Currently, Page Horizon does not offer direct product exchanges. If you wish to replace a book, please request a refund and place a new order for the desired item.
5. Shipping Costs
Customers are generally responsible for the cost of returning items unless the product was faulty, damaged, or incorrectly sent.
We recommend using a tracked shipping service for returns to ensure the item reaches us safely.
6. Cancellation of Orders
You may cancel your order within 24 hours of placing it by contacting our customer support.
Orders that have already been dispatched cannot be cancelled; in such cases, you may return the item under our refund policy once delivered.
7. Legal Rights
This Refund Policy does not affect your statutory rights under UK consumer protection laws. You are entitled to:
Goods that are of satisfactory quality, fit for purpose, and as described.
The right to a repair, replacement, or refund if products do not meet these standards.
