1. Introduction
This Returns, Refunds and Withdrawal Policy applies to purchases made through https://www.bookendry.com, operated by FORTH OFFICE SUPPLIES LIMITED under the brand name Bookendry.
We aim to handle return and refund requests fairly, consistently and in accordance with the consumer protection laws applicable to each order.
This Policy covers change-of-mind returns, withdrawal requests, faulty or damaged goods, delivery issues and refund procedures.
2. Right of Withdrawal — 14 Days
For eligible online purchases, consumers in the United Kingdom and applicable European markets generally have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason.
For an order containing multiple goods delivered separately, the withdrawal period generally begins when the consumer, or a person nominated by the consumer other than the carrier, receives the last item.
To exercise this right, please notify us within the applicable 14-day period by emailing desk@bookendry.com. Please include your order number, the goods you wish to return and a clear statement that you wish to withdraw from the purchase.
After notifying us of your withdrawal, you must send the goods back within 14 days, unless a different arrangement is agreed or applicable law provides otherwise.
The statutory withdrawal right does not depend on our approval where the relevant legal requirements have been met.
3. Return Conditions
For change-of-mind returns, please take reasonable care of the goods while they are in your possession.
You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would be permitted to do in a shop.
You may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where permitted by applicable law.
Please return the goods, including any accessories and components supplied with them, where reasonably possible.
Original packaging is helpful where available, but the absence of original packaging does not automatically remove a statutory right to withdraw.
Nothing in this section limits any rights you may have in relation to goods that are faulty, damaged, incorrect or otherwise not in conformity with the contract.
4. Return Address
Please contact us at desk@bookendry.com before sending a return so that we can identify the order and provide any relevant return instructions.
The return address for European customers is:
42-48 Mitchell St
Kirkcaldy KY1 1BD
United Kingdom
Please include your order number or other order identification inside the parcel, where practical, so that we can process the return efficiently.
5. Return Shipping Costs
For a change-of-mind withdrawal, the customer is responsible for the direct cost of returning the goods where this responsibility was disclosed before the purchase and applicable law permits it.
If the goods are faulty, damaged, incorrect or otherwise fail to meet the applicable legal requirements, we will handle the return and associated costs in accordance with the customer’s statutory rights and the circumstances of the case.
Please contact desk@bookendry.com before arranging the return of faulty or damaged goods so that we can explain the appropriate next steps.
6. Faulty, Damaged or Incorrect Goods
If goods arrive damaged, are faulty or do not match the order, please email desk@bookendry.com and provide:
- Your order number.
- A description of the issue.
- Photographs showing the relevant damage or discrepancy, where reasonably available.
Photographs can help us assess the issue and determine the appropriate resolution. Where the available evidence is sufficient, we may arrange a refund or replacement without requiring the damaged goods to be returned.
If further information or inspection is reasonably necessary, we will contact you to discuss the next steps.
We will assess each case in accordance with the circumstances and applicable consumer law. A request for photographs or other evidence will not remove or restrict any statutory rights you may have.
Depending on the nature of the issue and the applicable legal requirements, the available remedies may include repair where appropriate, replacement, a price reduction or a refund.
7. Refund Eligibility and Processing
Refunds are assessed according to the reason for the request, the order details and applicable law.
For a valid withdrawal, we will reimburse the payments required by law, including the cost of the standard delivery option where applicable. If you selected a more expensive delivery option, we are not required to reimburse the additional cost above the least expensive standard delivery option, where the law permits this distinction.
For a withdrawal, reimbursement will generally be made within 14 days of receiving your withdrawal notification. Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.
For faulty, damaged, incorrect or undelivered orders, the timing and form of the remedy will be determined in accordance with the applicable legal requirements and the circumstances of the order.
Where a refund is approved, we will normally issue it to the original payment method unless another method is agreed with you and permitted by law.
Once processed, the time taken for the refunded amount to appear in your account may depend on your card issuer, bank or payment service.
8. Accepted Payment Methods
Payments on Bookendry are accepted through the payment options displayed at checkout, which may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other supported electronic wallets displayed at checkout
Where a refund is due, it will normally be returned through the original payment method used for the purchase, subject to applicable law and the arrangements supported by that payment method.
Customers do not need to create a separate account with a payment service to request a return or refund from Bookendry.
9. Delivery Delays, Lost Parcels and Non-Delivery
Orders are generally shipped from the United Kingdom using delivery services such as DHL, FedEx and UPS Priority. The estimated transit time is 5–12 business days, subject to the delivery arrangements shown at checkout.
Tracking notifications may be sent to the email address supplied at checkout at key stages, including dispatch, carrier transit and local delivery, where tracking information is available.
If an order exceeds the estimated delivery timeframe, please contact desk@bookendry.com with your order number. We will review the shipment and, where appropriate, investigate the matter with the carrier.
Following the investigation, we will assess the available information and arrange an appropriate resolution, which may include a replacement or full refund, in accordance with the circumstances and applicable law.
An estimated delivery period does not remove any rights that apply where goods have not been delivered within the agreed or legally required timeframe.
10. Orders Not Yet Dispatched
If you wish to cancel an order before dispatch, contact desk@bookendry.com as soon as possible and provide your order number.
We will review whether the order can be stopped before dispatch. If it has already been dispatched, you may still be able to exercise your statutory withdrawal right in accordance with this Policy and applicable law.
11. Exclusions and Statutory Rights
Any exclusion from the statutory withdrawal right will apply only where it is permitted by law and the relevant legal conditions are met.
Nothing in this Policy excludes, restricts or replaces mandatory consumer rights concerning faulty goods, incorrect goods, non-delivery, withdrawal or other remedies available under applicable UK or European consumer protection legislation.
Where a term in this Policy conflicts with a mandatory legal right applicable to an order, that statutory right will take precedence.
12. Contact Information
For return, withdrawal and refund enquiries, please contact:
Email: desk@bookendry.com
Telephone: +44 1592591999
Please include your order number in your message so that we can identify your purchase and review your request.