If goods have been damaged in transit, we must be notified and images provided of the damaged packaging and items within 24 hours of receipt
If any items are faulty or incorrect, you are very welcome to return them to us for a refund or exchange. Please notify us of any problems within 14 days of receipt and obtain a Returns Authorisation Number (RAN) before returning them.
NHBS will provide a freepost return label if you return an item from within the UK. If you live outside the UK or need to return an item that is too large or heavy to be covered by a freepost label, NHBS will provide you with a label to return the parcel via a DPD pick-up shop or will reimburse reasonable postage charges incurred.
Customers may request a free replacement, a refund, or a credit to use against future orders. Where no preference is indicated, we will refund you. A refund can only be issued by the original payment method (e.g. a credit card refund, or a bank transfer or cheque).
If you are unhappy with your purchase for any reason, you can return it to us for a refund. The item must arrive with us in its original perfect condition with all product tags, information and original packaging and be "fit for re-sale", or we will not be able to issue a refund. Items can be returned to NHBS up to 30 days after receipt of goods in accordance with the Consumer Rights Directive – no reason to return needs to be given during this period. Please note that this does not include sealed audio, DVD, video or software products that have been opened and are not deemed faulty. Built-to-order items are not returnable unless they are faulty.
Please obtain a Returns Authorisation Number (RAN) within 14 days of receiving the goods and before returning any item(s) ordered from NHBS. To obtain a RAN, contact Customer Services giving the following details: customer account number, name and address, order number, product details and date of receipt of goods. We recommend you use an insured trackable service to return any goods to us.
Overstocks
Where NHBS exclusively distributes a book title, overstock returns will be authorised up to 12 months from the date of invoice. For titles where NHBS is the non-exclusive distributor, overstocks returns will be judged on a case by case basis. In each instance please begin by contacting NHBS for a Returns Authorisation Number (RAN).
Please note that overstock returns must be carefully packed and received in a resalable condition. NHBS reserves the right to refuse badly packed or damaged returns.
Damaged Goods
To return any books that are received damaged, please see the information above on returning a damaged, faulty or incorrect item.
Audio, DVD, CD, video or software products that have been opened and/or the plastic wrapping removed cannot be returned unless faulty. We regret that we are unable to accept returns for DVDs if there is a region incompatibility with your DVD player, unless our description on the website is wrong.
Built-to-order or bespoke items also cannot be returned unless faulty. We will always specify clearly on the website or in the catalogue if an item is built-to-order. Bespoke items are those which you have asked us to manufacture based on your specifications.
