Returns and Refund Policy

Last Updated: 18 August 2026

At MULTISTAR BOOKS LTD, we want every customer to have a positive shopping experience. If you are not completely satisfied with your purchase, please contact us and we will do our best to resolve the issue fairly and promptly.

1. Returns

Customers purchasing goods online generally have the right to cancel their order within 14 days of receiving the goods, without needing to provide a reason.

If you wish to return an item, please contact us within 14 days of delivery and provide your order number and details of the item you wish to return.

After notifying us of your cancellation, the item should normally be returned within 14 days.

2. Condition of Returned Books

Returned books should be in their original condition and should be handled only as much as reasonably necessary to inspect them.

Where an item has been damaged or used beyond what is reasonably necessary to inspect it, we may be entitled to take account of any resulting loss in value where permitted by law.

3. Faulty, Damaged or Incorrect Items

If you receive a book that is:


  • Damaged during delivery

  • Faulty

  • Significantly different from the description

  • The wrong item

please contact us as soon as possible with your order number and, where appropriate, photographs of the item and packaging.

We will review the issue and may offer a replacement, repair where applicable, or refund in accordance with your statutory rights.

4. Refunds

Where a refund is due, we will process it using the original payment method where reasonably possible.

For eligible online cancellations, refunds will normally include the cost of standard delivery. Additional delivery charges for an upgraded delivery service may not be refundable beyond the cost of the standard delivery option.

Refunds will be processed within the applicable legal timeframe.

5. Return Postage

Where you are exercising your statutory cancellation right because you have changed your mind, you may normally be responsible for the direct cost of returning the item unless we have agreed otherwise or the law requires us to cover the cost.

Where an item is faulty, damaged, incorrect, or not as described, please contact us before returning it so that we can provide appropriate instructions.

6. Items That Cannot Be Returned

Certain products may be excluded from cancellation rights where an applicable legal exception applies. If an exception applies to a particular product, this will be communicated to you before or at the time of purchase.

Nothing in this policy limits or removes your statutory consumer rights.

7. Contact Us

For returns, refunds or complaints, please contact:

MULTISTAR BOOKS LTD
52 Parsloes Avenue
Dagenham
Essex
England
RM9 5NU