Customer Service and Returns Policy

Returns & Replacements

By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. You may cancel your order within 7 working days of purchase as long as the products have not been used, are unopened, kept within original undamaged packaging and remain in a saleable condition.

All transport costs of bringing the returned products back to White Horse Books is the responsibility of the customer and therefore will be deducted from the original selling price upon refund. To cancel your purchase within seven days, please follow the steps detailed below.

Cancellation prior to delivery

If you wish to cancel your order before the goods have been delivered you must tell us as soon as possible by email info@whitehorsebooks.co.uk providing the following details.

• Your full contact details
• Details of the product(s)
• Reason for cancellation
• Date of purchase
• Our order number

Our dispatch process commences as soon as your order has been placed and in some instances we may not be able to stop the order. If this occurs then we will arrange for the goods to be collected from you once they are delivered and you will be liable for the collection costs.

Cancellation of your order after delivery

If you wish to cancel your order after the goods have been delivered you must email the information below info@whitehorsebooks.co.uk so that we may arrange collection within 7 days.

• Your full contact details
• Details of the product(s)
• Reason for cancellation
• Date of purchase
• Our order number

We will then arrange for the goods to be collected from you and you will be liable for the collection costs. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you if the product is received in any other condition. You will receive a full refund minus any collection charges once the goods have been received back to us and have been checked.

You will not have any right to cancel the supply of any audiobook or music cd that has been removed from cellophane wrap or other internal packaging in which it was supplied.

If you wish to return your order due to fault. Goods should be checked for damage or faults upon delivery and any issues should be reported within 48 hrs of delivery by email to info@whitehorsebooks.co.uk with the following information:

• Your full contact details
• Details of the product(s)
• The reason for return
• Date of purchase
• Our order number.

Damaged or faulty goods must be suitably packaged for collection and in their delivered condition, with all packaging materials, manuals and accessories intact. You will then receive a replacement product or a full refund once the goods have been delivered to us and have been checked. Once the above conditions have been complied with refunds will be made within a maximum of 7 working days.

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