Refund policy
Books (hardcover picture books) – change-of-mind returns
We hope you love your Riverbend Friends books. If you change your mind, you may return a book within 14 days of delivery for a refund, provided it is unread, undamaged and in its original condition. Email orders@hgmpgroup.co.uk with your order number before posting anything back.
Return postage and delivery charges
- For change-of-mind returns, return postage is your responsibility and is not refunded.
- Original delivery charges are non-refundable on partial returns.
- If your order qualified for free delivery (for example, orders over £50 or a free-delivery offer) and you return part of your order so that the items you keep would no longer have qualified, our standard delivery charge of £4.99 will be deducted from your refund, as free delivery was conditional on the original order value.
- If you cancel your entire order within 14 days of delivery, we will refund everything you paid, including any basic delivery charge you paid, as required by the Consumer Contracts Regulations 2013. We may reduce the refund to reflect any diminished value of returned items that have been handled beyond what is necessary to inspect them.
T-shirts and hoodies (printed to order)
Because every Riverbend Friends tee is printed specifically for your order, we're unable to accept returns for a change of mind (wrong size chosen, changed preference, etc.) unless the item is faulty or damaged.
Faulty, damaged, or misprinted items
If your item arrives faulty, damaged, or with a printing error, we will offer a free replacement or a full refund, including any delivery charges you paid. Please email us at orders@hgmpgroup.co.uk within 14 days of delivery with your order number and a clear photo of the fault or damage.
We'll sort a replacement or refund as quickly as possible – no need to post the item back unless we ask you to. If we do ask you to return a faulty item, we'll cover the return postage.
Wrong item or size sent by us
If we made a mistake with your order (wrong design, wrong size or wrong book shipped), we'll cover a replacement and any return postage in full.
Your statutory rights
This policy sits alongside, and does not affect, your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 – including your right to a repair, replacement, or refund for goods that are faulty or not as described.
How refunds are processed
Refunds for returned items are issued once the return has been received and checked. Approved refunds are issued to your original payment method within 5–10 working days.