Overview
Our returns and refund policy applies to books or other physical items purchased directly from Peak Study Resources through the online store at peakib.com or directly by end-consumers from our Customer team. For books purchased through other online or high street retailers please contact them regarding a return or refund.
For booksellers or other sales intermediaries, separate Terms of Business apply.
To be eligible for a return, you must contact us within 30 days of receiving the item stating the reason for return. Items must be unused and in the same condition that you received them.
Requesting a return
A return must be initiated by the customer, i.e. the person who paid for the order. If the order was delivered to a different person, e.g. a parent purchasing for books delivered directly to the student, we may also contact the recipient in order to facilitate the return process in which case the customer would normally be copied on all correspondence.
To initiate a return, please contact us either by replying to your Order Confirmation or Despatch Notification, or via our Contact page.
We will need your order number, and tell us which items in the order you wish to return with the reason. We may ask for further information in order to successfully process a return or refund.
Books should not be used prior to being returned, and should be kept safely in the same condition as received. If a book has been damaged you should take photographs of the book and the packaging as soon as they are received.
You must also retain the original packaging. If your books have arrived damaged we will require this evidence to recover costs from the shipping service. In addition, if your order was shipped internationally you will need any customs documents/stamps to complete customs information for the return and avoid further fees.
Refunds
Once your returned items are received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
There are certain situations where only a partial refund or no refund at all may be granted:
- Book shows obvious signs of use.
- Book is not in its original condition, is damaged or missing parts for reasons that are not our fault.
- The wrong book was purchased or the purchaser changed their mind.
- Any item that is returned more than 30 days after delivery.
If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Items sold that are not ‘New’ condition
We have a limited number of books that are sold as New (Imperfect) which may have a minor manufacturing defect or light damage from handling from the printing location to warehouse. These books may not be returned for refund on the basis of this damage, however if it is clear that they have suffered damage after despatch they will be treated as any other order received damaged.
Orders returned to us undelivered
A small number of orders are returned to us undelivered or delivery attempted unsuccessfully. The most common reasons are:
- The mail or courier service was unable to deliver to the customer because the address details provided were incorrect or incomplete.
- The mail or courier service required a signature for proof of delivery but nobody was available. If the customer does not respond to the notification left by the mail or courier service, e.g. to arrange redelivery or to collect from their local office, after a period (normally around 2 weeks) the package will be returned to us.
- The order was shipped internationally and did not clear customs because the customer did not provide required information (some countries require ID, for example) or pay local taxes/fees due on import.
When we ship items either by a tracked service or any international service we are required to provide contact information for the recipient (telephone and/or email) which we collect during the checkout process. In any of the above cases it will be the customer who is contacted if there is a problem or there is something to pay.
For these cases of returned items, we are not normally contacted before the order is returned if the customer does not respond and we cannot be held liable for the order not being delivered. The customer may request a second attempt at delivery which would require a further payment for shipping, or request a refund from which we would deduct the original shipping charge (we cannot recover any shipping costs we have incurred) and the order will be subject to a restocking fee.
Exchanges
We are only obliged to replace items if they arrive defective or damaged.
If you ordered the wrong item, e.g. the Standard Level edition rather than Higher Level, please contact our Customer team who will set out the options available as there may be a price difference between books and a further shipping charge may be incurred.
Restocking fees
Items must be returned in the condition they were received.
When orders are returned due to our fault (including books arriving damaged by the postal service) we do not incur a restocking fee.
In all other cases we will deduct a restocking fee of 15% of the price paid from the amount refunded. Where the returned item has been used or damaged by the customer prior to return, we will make a separate assessment and a damage fee may be deducted on top of the restocking fee.
Shipping returns
To return your product, you will be provided with the appropriate return address for your location in the Refund Confirmation email.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless we made a mistake with your original order. If you receive a refund, the cost of the original shipping will be deducted from your refund.
If your return is via international mail, you may consider using a trackable shipping service. You must also complete accurately any customs documentation and follow the correct procedures for your international mail service. We cannot guarantee that we will receive your returned item if it does not pass customs checks or is lost in transit.
Late or missing refunds
Refunds may only be made via the means used for the original order. We use a payment processor for online orders and we do not ourselves hold your card details, therefore the refund is linked to your original payment rather than being a new transaction. For bank payment cards it normally takes 3–4 business days for funds to appear on the account.
If the transaction is not showing on your account after 10 business days, you should contact the bank concerned to have them investigate. We can supply a transaction ID if necessary.
Need help?
For questions related to refunds and returns, go to our Contact page, or if you are a customer reply to any of the emails we have sent you regarding your order.