Returns & Refunds Policy — Dawn Hill Publications
Last updated: [July 2026]
At Dawn Hill Publications, we want you to be happy with your order. This policy explains your rights and how returns and refunds work.
How your order is fulfilled
Books purchased from our website are produced and shipped by a third-party print-on-demand partner on our behalf. Each copy is printed specifically to fulfil your order.
Faulty, damaged, or incorrect items
If your book arrives faulty, damaged, misprinted, or isn't what you ordered, you're entitled to a full refund or free replacement, under the Consumer Rights Act 2015. This applies within 30 days of delivery, and in some cases beyond that.
To arrange this, contact us at within [X] days of delivery, with:
- Your order number
- A description of the fault
- A photo of the issue (this helps us resolve things quickly and is often required by our print partner)
We'll cover return postage costs for faulty or incorrect items, and issue your refund within 14 days of confirming the issue.
Change of mind
[Choose ONE of the following depending on your legal position — see note above]
Option A — if you determine the 14-day right applies:
Because our books are printed on demand, we're not always able to offer change-of-mind returns. [Delete if not applicable] However, where required by law, you may cancel your order within 14 days of delivery for any reason. Contact us at [email] to arrange this. You'll need to return the book at your own cost, in a resaleable condition, within 14 days of telling us you wish to cancel. Once we receive it, we'll refund you within 14 days, including your original standard delivery charge.
Option B — if custom/personalised exemption applies:
Because each book is printed specifically for your order, we're unable to offer refunds or returns simply for a change of mind, in line with the personalised/custom goods exemption under the Consumer Contracts Regulations 2013. This does not affect your rights if the item is faulty, damaged, or incorrect (see above).
How to request a refund or return
- Email [email address] with your order number and reason for contact
- We'll respond within [X business days] with next steps
- If a return is required, we'll provide instructions
- Refunds are issued to your original payment method within 14 days of approval
Non-returnable items
- Books that arrive in good, correct condition where the request is based on personal preference (unless your legal cancellation right applies — see above)
- Items returned without prior contact/authorisation
- Items damaged after delivery due to misuse
Your statutory rights
This policy doesn't affect your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013. For more information, visit Citizens Advice.
