RETURNS & REFUNDS

1. YOUR CONSUMER RIGHTS

Nothing in this policy affects your statutory rights under UK consumer law.

If goods are faulty, damaged, not as described or otherwise fail to meet the standards required by law, you may have rights to a refund, repair or replacement depending on the circumstances.

This policy explains how I deal with returns and refunds when you purchase directly through adamhardaker.com.

If you bought one of my books somewhere else, you'll normally need to contact the retailer you purchased it from.

2. CHANGING YOUR MIND

For most standard products purchased online, UK consumers normally have a legal right to cancel their order within 14 days of receiving the goods, subject to certain exceptions.

If you exercise this right, you then normally have a further 14 days to return the goods.

Please contact me through the website as soon as possible if you want to cancel an order.

Returned products should be kept in reasonable condition while they are in your possession.

Reading Chapter One and deciding my writing isn't for you is brutal, but legally we'll deal with it.

3. SIGNED BOOKS

A book being signed by me alone does not automatically mean that it cannot be returned.

Where a standard book has simply been pre-signed and has not been made specifically for you, normal cancellation rights may still apply.

That's an important distinction.

Signed isn't necessarily personalised.

4. PERSONALISED BOOKS

Different rules can apply where a book or other product has been personalised specifically for you.

This includes, for example, a book containing a dedication, particular name, message or other personalisation requested by you.

Where goods are made to your specifications or clearly personalised, the usual change-of-mind cancellation right may not apply.

This does not remove your rights if the item is faulty, damaged, not as described or I've made an error with the personalisation.

If you asked for:

“To Sarah — Happy 40th!”

and I wrote:

“To Barry — Congratulations on the new shed!”

that's very much my problem.

5. BEFORE YOUR ORDER IS DISPATCHED

If you change your mind before an order has been dispatched, contact me as quickly as possible.

If I haven't already processed or dispatched it, I may be able to cancel the order and issue a refund immediately.

For personalised products, work may begin before dispatch. Once personalisation has started, cancellation may not always be possible.

6. DAMAGED ORDERS

Books occasionally have a rougher journey through the postal system than some of my characters.

If your order arrives damaged, please contact me as soon as reasonably possible.

I may ask you to provide:

• your name;

• order number;

• a description of the problem; and

• photographs showing the damage and packaging.

This helps me work out what has happened and arrange the appropriate solution.

Depending on the circumstances, this may include a replacement or refund.

7. WRONG ITEM RECEIVED

If I've sent you the wrong book or product, contact me and I'll arrange for the problem to be corrected.

You won't be expected to pay additional delivery costs because I've sent the wrong item.

If you ordered The Cleansing and somehow received a mug, we've clearly had a difficult afternoon.

8. MISSING ITEMS

If part of your order is missing, please contact me with your order details and explain what's missing.

I'll check the order and arrange an appropriate solution.

9. ORDERS THAT DON'T ARRIVE

Delivery estimates are not always guarantees, and postal delays can happen.

If your order hasn't arrived within a reasonable period after dispatch, please contact me.

I'll investigate where possible and, if the order is considered lost, arrange an appropriate replacement or refund.

10. RETURN POSTAGE

If you're returning a standard product because you've simply changed your mind, you may normally be responsible for the direct cost of returning it, unless I state otherwise.

If the return is necessary because the product is faulty, damaged, incorrect or not as described, I'll deal with reasonable return costs in accordance with your legal rights.

Please contact me before returning an item so I can provide the appropriate return instructions.

11. REFUNDS

Where a refund is due, it will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Refunds will be processed within the time required by applicable consumer law.

Where you cancel an entire qualifying online order using your statutory cancellation right, any refund of the original delivery charge will be handled in accordance with UK consumer law. This normally covers the cost of the least expensive standard delivery option offered.

Additional costs resulting from choosing a more expensive delivery method may not be refundable.

12. RETURNING GOODS AFTER CANCELLATION

If you exercise a statutory right to cancel, you are responsible for returning the goods within the applicable legal timeframe.

You should take reasonable care of the products until they are returned.

I may be entitled to reduce a refund where goods have been handled beyond what would reasonably be necessary to establish their nature, characteristics and functioning, where the law permits this.

In normal language:

Have a look. Don't use a paperback as a coaster for two weeks and then send it back.

13. PRE-ORDERS

If you purchase a pre-order, the expected publication or dispatch date will be shown where possible.

If that date changes significantly, I'll provide updated information where reasonably possible.

Your cancellation rights will depend on the circumstances and whether the product has been personalised.

14. DIGITAL PRODUCTS

If digital products are offered through the website in future, different cancellation rules may apply once downloading, streaming or other supply of digital content begins with the required consent and acknowledgement.

Any relevant conditions will be explained before purchase.

15. PURCHASES FROM OTHER RETAILERS

This policy applies to purchases made directly from adamhardaker.com.

If you buy one of my books through Amazon, an independent bookshop, an event retailer or another seller, your purchase is with that business.

Their own returns and refund procedures will apply.

You'll therefore need to contact them directly about the return.

16. HOW TO REQUEST A RETURN OR REFUND

Use the Contact page and include:

• your name;

• order number;

• the item concerned;

• why you're contacting me; and

• photographs if something has arrived damaged or incorrect.

Please don't send products back without contacting me first.

I'll then provide the information you need to proceed.

17. CONTACT

If you're unsure whether something can be returned, just ask.

I'd much rather have a conversation and work out what has happened than make somebody decipher seventeen paragraphs of legal wording.

Although, if you've made it this far, fair play.

SOMETHING GONE WRONG?

Tell me. We'll sort out what needs sorting.

Damaged book? Wrong order? Missing parcel?

Get in touch and I'll help work out the next step.

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