Returns & Refunds

Your Rights

This policy explains cancellation, returns and refunds for goods and services supplied by Dove Press Ltd. The UK consumer rights described below apply where the relevant law covers your purchase. Mandatory rights that apply to overseas customers are also preserved. Any additional arrangement is agreed expressly with the order; this page does not create a separate worldwide change-of-mind offer.

Contact and Return Address

Contact design@dovepresspublishing.com with the order or quotation reference and the issue you would like resolved. Our returns address is Dove Press Ltd, 22 Elm Park Avenue, London, N15 6AT, United Kingdom. Please obtain practical return instructions where needed, without delaying any statutory cancellation notice or deadline.

Standard Goods: UK Distance Cancellations

For a standard-goods purchase covered by UK consumer distance-cancellation rights, you can notify us that you wish to cancel from the time you order until 14 calendar days after the day you receive the goods. You then have 14 calendar days after notifying us to send them back. For an order delivered in separate parts, the relevant legal rules determine when the period begins. Exceptions are identified before ordering where they apply.

How to Cancel

Email us, use the optional form below or send another clear statement that you wish to cancel. A returns number or our acknowledgement is not a condition of exercising a legal right. You may inspect goods as you would in a shop. Please pack returns securely; we do not require unopened packaging or an original receipt where other reasonable evidence identifies the purchase. A deduction for handling beyond necessary inspection is made only where lawful and will be explained.

Return Postage

For a change-of-mind cancellation, you pay the direct return cost where that responsibility has been properly disclosed before the contract. Where required, we will give an estimate for goods that cannot normally be returned by post. If the law makes us responsible because required information was missing, we will meet the cost. Reasonable necessary return costs for faulty, damaged or incorrect goods are our responsibility.

Refunds

For cancellation of a whole eligible standard-goods order, the refund includes the price paid and the standard outward delivery charge. A separately chosen premium delivery upgrade is not included in the UK statutory change-of-mind refund. Partial returns are calculated in accordance with the applicable entitlement. We refund by the original payment method unless you expressly agree otherwise, without a refund fee or compulsory store credit.

Refund Timing

Refunds are made without undue delay and within the applicable legal deadline. For UK distance cancellations of goods, where we have not offered collection, we may normally wait until we receive the goods or evidence that you sent them back, whichever is earlier, and must refund no later than 14 calendar days after that event. Where we offer collection, or no goods need returning, the applicable deadline normally runs from your cancellation notice. Different or shorter statutory deadlines are followed where they apply, including covered US unshipped-order refunds. Your bank may take additional time to display a refund after it is issued.

Personalised and Bespoke Goods

Goods made to your specifications or clearly personalised are normally excluded from statutory change-of-mind cancellation. Printing a standard item after an order does not by itself make it personalised. We identify the relevant specification before acceptance. This exception does not remove remedies for faults, failure to meet the agreed specification, non-delivery or delay. Contact us promptly if you want to cancel bespoke work; any amount properly due must be lawful, explained and fairly calculated, taking account of costs saved. An advance payment is not automatically forfeited.

Faulty, Damaged or Incorrect Goods

Please contact us with the order details and a description of the problem. Photographs or samples can help, but an arbitrary short reporting deadline or missing original packaging does not remove your rights. Applicable remedies may include repair, replacement or refund. UK consumers normally have an initial 30-day right to reject goods that fail the required standards, with further remedies available afterwards. Sale goods retain their legal protections.

Design, Typesetting and Other Services

Where UK consumer distance-cancellation rights apply to a standalone service, the period is normally 14 calendar days from the day after the contract is made. Before starting during that period, we obtain any express early-start request and explain any lawful proportionate charge for work supplied before cancellation. Loss of the cancellation right on full performance requires the appropriate request and acknowledgement. A combined design-and-print commission is explained before acceptance; listing design separately does not itself remove rights or justify an additional fee.

Digital Content

Before supplying standalone paid digital content during an applicable cancellation period, we obtain any required express consent to early supply and acknowledgement of the resulting loss of the change-of-mind right, and confirm the arrangement with the contract. Agreeing to general website terms alone is not treated as that consent. Rights concerning faulty digital content remain unaffected.

Business and Overseas Orders

Business purchases follow the accepted quotation and agreed business terms, subject to responsibilities that cannot lawfully be excluded. Overseas quotations identify the delivery arrangements and applicable order terms. Choosing English law does not remove mandatory protections available in the customer’s circumstances. If a US order cannot be shipped as promised, any legally required delay notice, cancellation choice and prompt refund will be provided.

Complaints

Tell us what has gone wrong and the outcome you seek. We can supply this policy in a form you can keep. Contacting us does not suspend a legal deadline or prevent other lawful complaint or remedy routes.

Optional Cancellation Form

To: Dove Press Ltd, 22 Elm Park Avenue, London, N15 6AT, United Kingdom; design@dovepresspublishing.com.
I/We give notice that I/we cancel my/our contract for the following goods or service:
Goods or service:
Ordered on / received on:
Customer name:
Customer address:
Order reference, if available:
Signature, only if sent on paper:
Date:
Delete whichever descriptions do not apply. This form is optional.