Refund and Returns Policy

OVERVIEW

The Catholic Truth Society Refunds and Returns Policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations. If your order was delivered outside of the UK, please contact us via orders@ctsbooks.org before returning any items.

The customer’s right to cancel an order for printed goods (books, leaflets, cards and certificates) starts the moment an order has been placed and ends 14 days from receipt of goods. This right to cancel does not apply to ‘Special Order’ (print-on-demand) items, see below. This policy also covers sealed audio or video recordings or computer software on the condition that you do not unseal the packaging. We will only accept returns of such items provided the cases are returned sealed and intact.

CANCELLING AND RETURNING ITEMS

1. If the item(s) received do not meet your requirements

You will need to contact us within 14 days of receipt to cancel your order and authorise a return – please email orders@ctsbooks.org

Any postage costs incurred when returning your items will be at your expense, and any damage which occurs to the items during your possession of them, or during their return, will be your responsibility and may affect your refund.

We will refund or credit the ordered item(s) and outbound postage costs subject to the following conditions:

a) The item(s) must be returned within 14 days of cancellation when returning it from within the UK and within 30 days from outside of the UK. Please retain your proof of postage as we may require it if your return fails to arrive.

b) The returned item(s) must be in pristine and resalable condition, with packaging still sealed in the case of sealed audio, video recording or computer software.

c) The return must be accompanied by a copy of the invoice/dispatch note sent with the goods or other means of identifying the return.

d) All returned items remain your property until we have received them, checked their condition, and accepted their return.

f) All returns must be sent to our distribution partners: Norwich Books and Music, 13a Hellesdon Park Road, NORWICH NR6 5DR

2. The item was found to be damaged or faulty.

You will need to contact us within 7 days of receipt – please email orders@ctsbooks.org

We will either replace the item, give a full refund including outbound postage costs or issue a credit note. Please send digital proof (i.e. a photo emailed to orders@ctsbooks.org) of the faulty or damaged item including a photo of the packaging if damaged. We will then either despatch a replacement or arrange the refund/credit note. If we require the faulty/damaged items to be returned, we will provide UK customers with either a Freepost Return address or, for parcels over 1 kg, ask that you allow us to arrange a collection.

Please do not return faulty items delivered outside of the UK without prior approval.

3. The item was incorrectly supplied.

You will need to contact us within 7 days of receipt – please email orders@ctsbooks.org

If we have made a mistake in fulfilling your order, we will either dispatch any missing items at our own expense or offer a full refund/credit note for the missing items and any outbound postage that applied.

If you have received items that you did not order, were invoiced or paid for, UK customers will be given a Freepost return address. For parcels over 1 kg please allow us to arrange a collection.

Please do not return any items delivered outside of the UK without prior approval.

NOTE: In all cases, we advise that items are returned carefully packed to ensure that damage does not occur in transit, in their original packaging where possible.

REFUNDS AND/OR CREDIT NOTES

A full refund or credit note will be given (including outbound postage charged by us) for the returned item(s) provided they are received in mint condition.

Any refund will normally be given in the same tender type as the original payment.

Please allow 14 days (in addition to the delivery time) for the return to be processed; up to 28 days at busy times (Jan/Feb, May, Sept).

SPECIAL ORDER ITEMS

CTS is pleased to be able to offer UK customers (only) certain items on “special order” (print on demand). These items are not held in stock and are made-to-order specifically for the customer. “Special order” items will take approximately 7 to 10 days to be delivered and the order will be fulfilled and dispatched by our partner, Ingram Lightning Source. Any such items are marked as “special order” on the product page or are found in the ‘Back in Print’ section of our catalogue. We are only required to accept returns in the case of faulty, damaged or incorrectly supplied ‘“special order” items. In any other instances, please email orders@ctsbooks.org to discuss arrangements before returning any items.

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