Fair terms, spelled out.
Ebooks and physical orders work differently - here's exactly what to expect from each. Last updated: 1 August 2026.
At Excello Books, we strive to ensure customer satisfaction. Please read our policy before placing an order.
1. Digital products (eBooks & downloads)
Because digital products are delivered instantly, by placing an order for an ebook you expressly request delivery to begin immediately and acknowledge that this may affect your right to cancel once delivery has started, as set out at checkout. Subject to the statutory rights described below, digital products are non-returnable, non-exchangeable, and non-refundable once payment is successfully completed and the product has been delivered or made available for download or access, other than in the cases described in this section.
Your statutory rights are not affected. Nothing in this policy limits any rights you have under applicable consumer protection law. Where digital content is faulty, materially different from its description, or is not supplied as promised, you may be entitled to a repair, replacement, price reduction, or refund under the law that applies to you, regardless of the exceptions listed below.
In addition to any statutory rights, we will provide a replacement file, restore access, or issue a refund once we have verified that:
- You were charged more than once for the same order;
- You received the wrong digital product; or
- The file is corrupted or genuinely cannot be accessed because of an issue on our side.
For a corrupted-file or access claim, we may reasonably ask you to provide a screenshot or error message, your device and PDF-reader details, and to confirm you've tried a replacement file we send you. We will still provide a refund where the file remains genuinely unusable because of an issue on our systems after this troubleshooting. Once we have what we need to verify a qualifying issue, we will correct the charge, provide the correct file, restore access, or issue an appropriate refund or replacement, depending on the circumstances and any rights you have under applicable law — we do not refuse a verified, qualifying claim at our discretion.
Access to purchased ebooks is limited to your own account. We may temporarily restrict access where we reasonably suspect fraud, credential sharing, or mass/automated downloading while we investigate; legitimate purchasers can contact support to have access restored, and this does not affect any statutory refund rights you may have.
2. Physical products
If you receive a damaged, defective, incorrect, or incomplete item, contact us within 7 days of delivery through our contact page with your order number, a description of the issue, and photographs showing the item and, where relevant, its packaging as received. Because damage claims are much harder to verify later, photographs should be taken as close to the time of delivery as possible.
Return authorisation required. Please do not send an item back before we've confirmed a return is needed — we'll respond within 2 business days of your report to confirm whether a return is required and, if so, provide a return address and any reference number to include with the parcel. Items returned without prior authorisation may be delayed or refused.
Return postage. Where the return results from our error (wrong, defective, or damaged-on-arrival item), we will cover return postage or arrange collection, and we will also refund the original delivery charge you paid on that item. Where a return does not result from our error (for example, a change of mind, where we accept this at our discretion for unopened stock items), you are responsible for return postage and the original delivery charge is non-refundable.
Condition of returns. Returned items must be unused, in their original condition and packaging where reasonably possible, and accompanied by proof of purchase. This does not apply to items you are returning because they arrived damaged, defective, or incorrect.
Your choice of remedy. Where an item is confirmed damaged, defective, or incorrect, you may choose a replacement or a refund; if a replacement we send is also unsatisfactory, you may still request a refund instead, subject to any rights or limits under applicable law.
Lost in transit. If tracking shows a parcel as lost or it fails to arrive within a reasonable time after the estimated delivery window, contact us and we will investigate with the courier. Where a parcel is confirmed lost in transit, we will send a replacement or issue a full refund, including original delivery charges.
"Delivered" but not received. If tracking shows a delivery as completed but you say you did not receive it, we will investigate with the courier, which may include reviewing delivery confirmation such as a signature, photo, or GPS data where available. We will resolve confirmed non-delivery cases (where the evidence does not support that the item reached you) with a replacement or refund; we may decline a claim where the courier's delivery evidence reasonably contradicts it, without prejudice to any rights you may have to dispute that evidence.
After we've received and inspected a returned item (where a physical return applies), we will confirm the outcome and process any agreed replacement, refund, or store credit.
3. International orders
International customers should report damaged, defective, or incorrect items within 7 days of delivery. If the issue is caused by our error, we may provide a replacement, refund, or store credit. Customers are generally responsible for return shipping unless the return results from our mistake.
Customs duties, taxes, and import charges imposed by the destination country are the customer's responsibility.
4. Non-returnable items
The following items are generally not eligible for return or refund:
- Digital products after delivery or download.
- Used or damaged items (unless defective on arrival).
- Personalised or customised products.
- Clearance or final sale items, where stated.
5. Refund processing
We aim to make a decision on a refund request within 5 business days of receiving all information reasonably required to assess it (such as photographs, order details, or troubleshooting steps). Once a refund is approved, we will submit it to your original payment method, or for Cash on Delivery (COD) orders, arrange payment by bank transfer, digital wallet, or store credit, within 5 business days. Your bank or payment provider may take additional time to display the refund in your account or statement, which is outside our control.
6. Contact us
To request a return or refund, please contact us through our contact page with your order number and a brief description of the issue. Photographs may be requested for damaged or incorrect items. We aim to send an initial response within 2 business days of your report.
This policy does not affect any consumer rights available under applicable laws.