Returns, Cancellation and Refund Policy Last updated: 31 July 2026 1. Your right to cancel a non-personalised order For most non-personalised books bought online, you may cancel the contract from the time you place the order until 14 days after the day on which you, or a person you nominate, receives the goods. To cancel, send a clear statement to hello.factsinplay@gmail.com, use our Contact form, or write to Lewis Lloyd Suckling trading as Facts in Play at Stirchley House, 21 Reddicap Trading Estate, Sutton Coldfield, West Midlands, B75 7BU, United Kingdom. You may use the model cancellation form below, but you do not have to. 2. Returning cancelled goods After telling us that you wish to cancel, you must send the goods back within a further 14 days. Unless the goods are faulty, damaged, incorrect or misdescribed, you are responsible for the direct cost of return postage. We recommend obtaining proof of postage. Please handle the goods only as much as you reasonably would in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Contact us before returning an item so that we can provide the correct return instructions and help avoid delay. 3. Refund timing and method For a valid cancellation, we will refund the amount due without undue delay and no later than 14 days after the day we receive the returned goods or, if earlier, the day you provide evidence that you sent them back. If no goods were supplied, the refund will be made no later than 14 days after you tell us that you are cancelling. Refunds will normally be made using the original payment method, unless you expressly agree otherwise, and you will not be charged a refund fee. If you cancel the whole order, we will also refund the standard outbound delivery charge you paid. If you selected a more expensive delivery option than our least expensive standard option, we do not have to refund the additional amount. If you cancel only part of an order, the original delivery charge will be refunded only to the extent required by law or where that charge would have been lower had you ordered only the items you keep. 4. Personalised products The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. Please check all personalisation details carefully before ordering. This exception does not affect your statutory rights if a personalised product is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract. 5. Faulty, damaged, incorrect or misdescribed goods Books must be as described, of satisfactory quality and fit for their normal purpose. If a product arrives faulty or damaged, is not what you ordered, or is materially different from its description, contact us promptly with your order number and a description of the problem. Photographs may help us resolve the issue, but they do not replace your statutory rights. The Consumer Rights Act 2015 normally gives consumers a 30-day short-term right to reject faulty goods. Other remedies may include repair or replacement, followed where appropriate by a price reduction or final right to reject. We will pay or reimburse reasonable return costs when goods do not conform to the contract. Nothing in this policy limits your statutory rights. 6. Exchanges We do not promise a separate exchange service. Where appropriate, we may arrange a replacement for a faulty, damaged or incorrect item. For a change-of-mind return, you may return an eligible item for a refund and place a new order. 7. How to contact us Email: hello.factsinplay@gmail.com Contact form: use the Contact page on this website Post: Lewis Lloyd Suckling trading as Facts in Play, Stirchley House, 21 Reddicap Trading Estate, Sutton Coldfield, West Midlands, B75 7BU, United Kingdom Model cancellation form Complete and return this form only if you wish to cancel the contract. To: Lewis Lloyd Suckling trading as Facts in Play, Stirchley House, 21 Reddicap Trading Estate, Sutton Coldfield, West Midlands, B75 7BU, United Kingdom; hello.factsinplay@gmail.com I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: Order number: Ordered on / received on: Name of consumer(s): Address of consumer(s): Signature of consumer(s), only if this form is notified on paper: Date: