Online Orders - Refunds and Returns

This policy is purely for Online orders. Our shops have a separate returns policy which is displayed and followed in each shop.

NB: ALL returns must be agreed by us before sending it back. Please use the returns request button which is shown on every order page.

Should you change your mind about your order, John Smith's operates a 'no questions asked' returns policy providing you return your product within 14 calendar days of the delivery of your order. This policy is in accordance with the EU Directive on Consumer Rights UK Distance Selling Regulations. A full refund will be given for the returned items, providing they are in their original condition (including all parts and packaging - Please note: the packing needs to be in resalable condition - no tears or damage) and accompanied by a copy of the delivery note/order reference or receipt. Any postage costs incurred when returning your items will be at your own cost. We will only refund original postage costs in the event of an error by us, or in the case of faulty goods. In case of an error by us or faulty goods we will also refund reasonable costs incurred in sending them back to us.

Unfortunately, we are not able to process the exchange of a product for another product or size. We are only able to process the return of a product for a refund.

Please note, a return request should only be raised once you have physically received your order and not prior to that date as it may affect your returns period window.

Please note, we cannot offer refunds on software (DVDs and CDs) unless still sealed.

UCB Students: We cannot allow refunds on orders placed on the Kitlocker site.

Electrical items which have been opened will not be accepted unless they are returned in the same condition as delivered - complete with all packaging - please note the packing needs to be in resalable condition (no tears or damages) - cables etc. and are unregistered. NB: Orders for Apple computers can also not be cancelled once the order is placed. If you have purchased a book containing software or online access codes, these will need to be sealed and unused in order to be accepted for refund - please email us if you are unsure.

Personal Hygiene products: Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons. Personal Hygiene products include items such as (but are not limited to) sports clothing, towels, stethoscopes and mouthguards.

Bikes and other Boxed deliveries: Please do not discard the box for your purchase until you ensure you are happy with your purchase as any returns will need to be made in the originally-supplied box. Please note bikes from Raleigh are not delivered assembled. For further instructions and a helpful video please see Raleigh's assembly instructions on each bike's page

In-Ear headphones, Stethoscopes, Other Medical Equipment: For hygiene reasons these products cannot be accepted back if they have been used or worn.

eBooks and other digital products are also non-returnable - so please ensure you actually want an eBook/digital product before you confirm your order. NB: You will have to tick a box to ensure you realise that it is NOT a print book you are ordering (when adding to the basket and when checking out). Kortext titles may be refunded if the eBook has NOT been downloaded. Other eBook titles are non-refundable as mentioned above.

Online courses: These can only be cancelled within 14 days of the order being placed, by filling in the form here and sending by email to moc/sreerac-e//snoitallecnac

Finally, orders for Law Statute books which can be used in exams are not returnable unless faulty.

If you have received the wrong item or the item you have received is damaged or faulty, please contact our Returns Department as soon as possible. You should use our Enquiry Form and choose "Returns Query" from the subject list.

Important: Please note that any orders sent out that are returned to us as undelivered for whatever reason (e.g. requiring a signature, recipient not at home or address incorrect) will be returned to stock and refunded. The original postage cost will not be refunded in these cases.)

Returns Procedures

All returns should be securely wrapped and sent, with the original packing slip or Order Reference and reason for the return, to the address provided once the return is authorised.

Refunds will be issued within 7 days of us receiving the item in perfect condition and we will contact you by email once this has been completed. We recommend that you obtain proof of postage and for high value items, that you use recorded delivery.

This policy does not extend to any perishable items, sealed audio, video recording or computer software, which are subject to our standard returns policy (see below).

If you placed your order in one of our bookshops and prepaid for your item, please contact the bookshop to obtain a refund.

After the 'no questions asked' 14 day period we will be happy to accept items for return in any of the following cases:

The item was found to be damaged or faulty on receipt

We will either replace the item or give you a full refund (including postage costs) - NB: A refund will only be issued once the faulty item is received back to us or our supplier. Please state which option you prefer. If you require a replacement, we will wait to receive the faulty item from you before a new one is despatched.

Please inform us of ALL DAMAGES within 24 hours of receiving the goods using the Enquiry Form , please choose "Returns Query" from the subject list. Please be prepared to provide pictures of the damage to the item and packaging so we can raise it with the courier.

Please note that any items damaged in transit must be signed-for as such on the courier sheet (if sent via a trackable method) AND notified to us within 24 hours of the parcel being signed for. Outside of that time we may be unable to help due to restrictions on claims placed on us by the courier.

The item was found to be faulty after use

We will either replace or arrange a repair for the item dependent on the manufacturer's warranty terms. Replacements can normally only be provided if the fault occurs within 30 calendar days of receipt of the item (please ensure that customer service is informed within the 30 calendar days) AND after the manufacturer confirms the fault falls within their warranty. After that period the terms of the specific manufacturer's warranty apply - which will normally be a free of charge repair.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

The item was incorrectly supplied

If we have made a mistake in fulfilling your order, the correct item or a full refund (including postage costs) will be given, please notify us using the Enquiry Form within 48 hours from the time of delivery. In most cases, we will need to receive the incorrect item back within a reasonable time before these can be issued.

As with all returns please include your order reference number and reason for return so that we can identify your order.

Items should be returned to us by the most economical tracked method, as they remain your property until we have received them.

All returns are accepted at the discretion of John Smith's, and refunds will be given in the same tender type as the original payment.

Please allow 7 days (in addition to the delivery time) for the return to be processed.

Please note that our Standard Returns policy does not apply to eBooks.

Returns and Refunds for eBooks

eBook titles and other digital products purchased cannot be returned, refunded, or exchanged. If you experience technical difficulty in downloading or accessing a product, please contact our Customer Service team for assistance.