Refund policy

Returns, Swap and Refund Policy

1. Eligibility & Timeframe

  • Returns for refund or size exchange are accepted within 30 days of the sale date.
  • Please contact us before returning any item to obtain a Return Merchandise Authorisation (RMA).
  • The RMA is usually your order number, starting with #.
  • Customised or personalised items are excluded from this return policy and are non-returnable and non-refundable.

2. Return Address

All UK and international returns must be sent to:

BooksChor
33 Cloisterham Road
Rochester, Kent
ME1 2BW
United Kingdom

3. Return Instructions

Please enclose a slip inside the parcel including:

  • Order number
  • Full name and address
  • RMA number
  • Reason for return
  • Desired size (for size exchanges)

✔ Always write your return address on the envelope.
✔ Pack items securely in original packaging, including all gifts and enclosures.

4. Shipping Costs & Labels

  • Return postage costs are the buyer’s responsibility.
  • We do not provide free return labels so buyers can choose the most cost-effective option.
  • If a return label is requested from us:
    • £4.49 will be deducted for UK returns
    • International label costs will be deducted based on weight, size, and courier availability

5. Postage & Royal Mail Guidelines

  • Use correct size and weight postage and keep proof of postage.
  • We do not accept postage-deficit items; such parcels will be returned.
  • Any envelope over 5mm thickness is classed as a Large Letter by Royal Mail.
  • Our bubble-padded envelopes exceed 5mm even when empty.
  • Please pack items in the same way and size as originally received.

Royal Mail size guide:
https://help.royalmail.com/personal/s/article/Size-and-weight-guide

6. International Returns (Important)

  • CN22 customs form must be completed correctly and marked “Returns to Seller”.
  • Incorrect declarations may result in customs delays or charges.
  • Any customs fees we incur due to incorrect CN22 completion will be deducted from the refund.

7. Refunds & Restocking Fees

  • Refunds are calculated as:
    Item value minus original shipping & packaging costs
  • This deduction appears as a Restocking Fee.
  • Maximum restocking fee: 25% of item value.
  • Refunds are processed within 24–48 hours of receiving the return
    (Weekend returns are processed on Monday)

8. Store Credit & Bank Refunds

  • Refunds are issued as Store Credit by default.
  • Store Credit can be used on any item in our store.
  • Any agreed bank refunds may take 2–3 working days (excluding weekends & public holidays).

9. Condition of Returned Items

Returned items must:

  • Be unused, unworn, and unwashed
  • Have all tags and labels intact
  • Be free from smells (smoke, pets, perfume, sweat)

❌ Used or worn items will be disposed of for hygiene reasons and no refund or exchange will be issued.

10. Damaged Items in Transit

  • Buyers are responsible for safe and secure packaging.
  • Any transit damage may result in a deduction from the refund.
  • Buyers should claim transit damage from the courier they used.
  • We strongly recommend tracked return shipping.

11. Books – Special Conditions

  • Books must be unopened, unused, and sealed in their original transparent packaging.
  • The book spine must be intact.
  • Opened or read books are non-refundable.

12. Digital & Electronic Items

  • Digital items (Gurbani Radios & replacement Gurbani cards) are non-returnable for change of mind.
  • These items are covered by a 30-day warranty from sale date.
  • Please contact us for troubleshooting before returning.
  • Do not tamper with the gold/silver Warranty Void sticker.

13. Customised / Personalised Items – Important Notice

Customised or personalised items are strictly non-returnable and non-refundable.

This includes any item that is:

  • Made to order
  • Personalised with names, text, dates, sizes, colours, or specifications chosen by the customer
  • Custom-sized, altered, engraved, printed, or specially produced upon request

You will clearly know an item is customised or personalised when you select a customised shipping option at checkout. Selecting this option confirms that you acknowledge and accept that the item is being made specifically for you.

❌ Customised / personalised items cannot be returned, exchanged, swapped, or refunded, except in the rare case of a manufacturing defect or an error made by us.

Please ensure all details (spelling, size, colour, and specifications) are checked carefully before placing your order, as changes cannot be made once production has started.

14. Customer Support

  • We respond to queries within 24 hours on weekdays.
  • Weekend queries are answered on the next working day (Monday or Tuesday if Monday is a Bank Holiday).

📧 Email: info@globaltranslators.co.uk
📱 WhatsApp: +44 7883 024604

15. Communication & Response Policy

  • We acknowledge and read all messages and queries received via WhatsApp and Email.
  • Please avoid sending repeated or chain messages for the same query, as our system may automatically filter multiple messages as spam.
  • Messages marked as Spam/Junk are checked only occasionally, which may result in delayed or missed responses.
  • To ensure a timely reply, please send one clear message per query and allow us time to respond.

We appreciate your patience and co-operation.