Returns and Refunds Policy
Last updated: 15 October 2026
At Rob’s Books, we want you to enjoy your purchase. If something is wrong with your order, please contact us in writing so that we can help.
This policy applies to purchases made directly from Rob’s Books. Your statutory consumer rights are not affected.
Digital Downloads
Digital products may include eBooks, PDF books, printable puzzles, activity packs and other downloadable materials.
Please read the product description before purchasing, including the file format and any software or printing requirements.
You normally have 14 days from entering into the contract to cancel a digital purchase. However, your right to cancel for a change of mind ends when supply begins if you have expressly agreed to immediate supply and acknowledged that you will lose this cancellation right. We will confirm that agreement in your order confirmation.
Where these requirements have not been met, your statutory cancellation rights remain applicable.
Faulty or Incorrect Digital Files
If your file is corrupted, incomplete, incorrect or does not match its description, please contact us with your order details and a brief explanation of the problem.
We will provide appropriate assistance and, where required, repair or replace the digital content within a reasonable time, without charge and without significant inconvenience.
If repair or replacement is impossible, or we cannot resolve the problem within those requirements, you may be entitled to a price reduction, which can include a full refund.
Losing your change-of-mind cancellation right does not remove your rights where digital content is faulty or not as described.
Printed Books and Other Physical Products
Where physical products are purchased directly from Rob’s Books, you normally have the right to cancel without giving a reason within 14 days after the day you receive your order.
For an order delivered in separate instalments, this period normally runs from the day after you receive the final item.
Tell us clearly in writing that you wish to cancel. You then have a further 14 days to return the goods.
You may inspect an item as you would in a shop. We may make a reasonable deduction for any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. For example, writing in a puzzle book or colouring its pages may reduce its value.
Please package returns securely and retain proof of postage.
You are responsible for return postage when cancelling because you have changed your mind, provided we informed you of this before purchase. We will cover reasonable return costs where an item is faulty, damaged or incorrectly supplied.
Please contact us for return instructions. Do not send items to an address printed on a parcel without checking that it is the correct returns address.
Damaged, Faulty or Incorrect Physical Products
Please tell us as soon as reasonably possible if your order arrives damaged, contains the wrong item or has a fault. Photographs can help us resolve the issue, but do not replace your statutory rights.
For faulty goods, you normally have a short-term right to reject them within 30 days of delivery and receive a refund. After this period, repair or replacement rights normally apply, followed by a price reduction or refund where the legal conditions are met.
These rights also apply to sale items.
Personalised Products
Products made to your specifications or clearly personalised are normally excluded from change-of-mind cancellation rights. This does not affect your rights if they are faulty, damaged or not as described.
Memberships and Subscriptions
Any membership or subscription will have its price, billing frequency, cancellation arrangements and access terms explained before you subscribe.
Contact us in writing to request cancellation of future renewals. Any statutory cooling-off rights and refunds for content or services that are faulty or not supplied remain applicable. Accessing membership content does not automatically remove every cancellation or refund right.
How Refunds Are Paid
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.
For eligible change-of-mind returns of physical goods, we will refund you within 14 days after receiving the goods back or receiving evidence that you have returned them, whichever is earlier.
Where you cancel the whole physical order, we will also refund the cost of our least expensive standard delivery option. Additional charges for an upgraded delivery service are not refundable.
For eligible cancellations where no goods need to be returned, refunds will normally be made within 14 days of your cancellation notice. Refunds for faulty products will be issued within the applicable statutory timeframe.
Your bank or payment provider may take additional time to display the payment.
Purchases Through Other Retailers
If you purchased a Rob’s Books title through Amazon or another retailer, please submit your return or refund request to the seller shown on your receipt. That retailer handles your transaction and any applicable refund.
Contact Us
To request a cancellation, return or refund, please email:
robs.shop.support@gmail.com
Postal correspondence and returns address:
[Business name and full geographical address]
Please include your name, order number, purchase date and details of your request. An order confirmation or other reasonable proof of purchase is acceptable.
All customer support is handled in writing. You do not need to telephone us to exercise your rights.
You may use the following wording to cancel, although this is optional:
“I wish to cancel my order for , ordered on [date] and received on [date, if applicable]. My order number is [number]. My name and address are [details].”
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
This follows UK guidance on returns, digital download consent and remedies for faulty digital content. [GOV.UK](https://www.gov.uk/accepting-returns-and-giving-refunds?)