If you need to return an item, this Return Policy outlines the process, for individual customers, retailers, schools, and other buyers. This policy applies to physical products (e.g., books, CDs) purchased via www.giantpandapress.co.uk and complements our Terms and Conditions  www.giantpandapress.co.uk/terms-and-conditions) and Shipping Policy (www.giantpandapress.co.uk/shipping-policy). It complies with the UK Consumer Rights Act 2015 and Scots law.

For digital products (e.g., e-books, audiobooks, music), see Terms and conditions. For bookable services (e.g., workshops), see our Cancellation and Rescheduling Policy (www.giantpandapress.co.uk/cancellation-policy). If you have questions, contact us at sales@giantpandapress.co.uk or +44 (0) 736 810 7289. We’re here to make your experience magical!

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1. Scope of the Policy

This Return Policy applies to physical products (e.g., books, CDs) purchased directly from www.giantpandapress.co.uk by individual customers or authorized retailers/schools. For orders placed through third-party partners (e.g., Amazon, Gardners Books, Waterstones), refer to their respective return policies. Returns for defective products or errors on our part are handled with care to ensure your satisfaction.

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2. Return Window

• Timeframe: You have 30 days from the date of receipt to return unwanted or defective physical products. The item must be received by us at our returns address within this period.

• Exceptions: Items not returned within 30 days, or those not meeting the condition requirements (Section 3), may not qualify for a refund or exchange.

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3. Condition of Returned Items

• Requirements: Returned items must be:

  • In their original, unopened, and undamaged condition, including all packaging, tags, inserts, and accessories (e.g., book dust jackets, CD cases).

  • Unused and in resalable condition, as determined by GPP.

• Non-Qualifying Items:

  • Items that are opened, used, damaged, or missing parts may be refused a full refund or exchange.

  • For non-resalable items (e.g., significantly damaged or handled beyond necessary inspection), we may offer a partial refund at our discretion, up to the purchase price, or return the item to you at your cost.

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4. Return Reasons and Eligibility

• Defective or Incorrect Items:

  • Covers manufacturing defects (e.g., printing errors, damaged CDs) or items shipped in error (e.g., wrong book).

  • GPP covers return shipping costs for verified defects or errors, per Section 6.

• Unwanted Items (Non-Defective):

  • You may return items for any reason within 30 days, provided they meet the condition requirements.

  • You are responsible for return shipping costs, and a restocking fee may apply (Section 5).

• Statutory Rights:

  • For online or distance purchases (e.g., via www.giantpandapress.co.uk), you have a 14-day cooling-off period from receipt to cancel under the UK Consumer Rights Act 2015, per T&Cs Section 11.8. Items must be unused and in original packaging. See Section 6.3 for details.

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5. Restocking Fee

• Non-Defective Returns: A 10% restocking fee may apply to cover processing and restocking costs for non-defective items returned in resalable condition.

• Exclusions: The restocking fee does not apply to:

  • Defective or incorrect items caused by GPP or manufacturing errors.

  • Returns within the 14-day statutory cooling-off period for online purchases, provided items are unused and resalable.

• Discretion: We may waive the restocking fee in exceptional cases, determined case-by-case.

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6. How to Make a Return

Follow these steps to ensure a smooth return process:

6.1. Initiate the Return

• Contact Us: Within 30 days of receipt, email orders@giantpandapress.co.uk or call +44 (0) 131 123 4567 (Monday–Friday, 9 AM–5 PM BST). Provide:

  • Your name, order number, and receipt date.

  • Details of the item(s) to return and the reason (e.g., defective, unwanted).

  • For defective items, include a brief description and photos of the damage and packaging.

• Return Authorization Number (RAN): We’ll issue an RAN and provide specific return instructions, including a return shipping label if applicable (e.g., for defective items).

• Deadline: Returns without an RAN or received after 30 days may be refused.

6.2. Package the Item

• Pack the item(s) securely in their original packaging, if possible, to prevent damage during transit.

• Include the RAN and a copy of your order confirmation or receipt.

• For defective items, do not attempt to repair or modify the item, as this may void eligibility.

6.3. Ship the Return

• Address: Send returns to:

  Giant Panda Press Returns 4 River Don Crescent Bucksburn, Aberdeen, Scotland AB21 9FP

• Shipping Method: Use a trackable courier service (e.g., Royal Mail, DPD) and retain proof of posting (e.g., tracking number). GPP is not responsible for lost or damaged return packages without proof of posting.

• Shipping Costs:

  • Defective/Incorrect Items: GPP provides a prepaid return shipping label or reimburses reasonable return shipping costs upon verification.

  • Non-Defective Items: You are responsible for return shipping costs. In exceptional cases, we may offer a full or partial refund of return shipping costs, determined case-by-case.

• Free Shipping Orders:

  • If returning part of an order that qualified for free shipping (e.g., over £30 with code DRAGONPOST30) and the remaining order value falls below £30, the applicable shipping fee (per Shipping Policy Section 4.1) will be deducted from your refund.

  • If the returned item’s value is less than the shipping fee, no refund will be issued.

6.4. Statutory Cancellation (Online Purchases)

• For online or distance purchases, you may cancel within 14 days of receipt without stating a reason, per the UK Consumer Rights Act 2015.

• How to Cancel:

  • Notify us at orders@giantpandapress.co.uk or use the cancellation form in T&Cs Section 11.8:

    To: Giant Panda Press, 4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP Email: orders@giantpandapress.co.uk I hereby give notice that I wish to cancel my contract for the supply of the following goods: Ordered on/received on: [Insert Date] Name: [Insert Name] Address: [Insert Address] Order Number: [Insert Number] Date: [Insert Date]

• Return the item within 14 days of notifying us, in unused, resalable condition. GPP covers return shipping for statutory cancellations, unless you handled the item beyond necessary inspection, in which case we may deduct up to the purchase price.

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7. Return Processing and Refunds

• Inspection: Upon receiving your return, we’ll inspect the item(s) within 5 business days to confirm they meet the condition requirements (Section 3).

• Refund Details:

  • Defective/Incorrect Items: Full refund of the purchase price and any original shipping fees, processed within 14 days of receipt.

  • Non-Defective Items: Refund of the purchase price, minus the 10% restocking fee (if applicable) and any free shipping deductions (Section 6.3).

  • Method: Refunds are issued via the original payment method (e.g., credit card, PayPal).

• Notification: You’ll receive an email confirming the return approval and refund details.

• Exchanges: If you prefer an exchange for a defective item, contact us to arrange, subject to stock availability.

• Non-Compliant Returns: Returns not meeting this Policy (e.g., after 30 days, non-resalable condition) may be refused or returned to you at your cost, with a partial refund at our discretion.

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8. Retailer and School Returns

• Bulk Orders: Authorized retailers and schools purchasing in bulk follow this Policy for defective returns and our Retailer Terms (www.giantpandapress.co.uk/retailer-terms) for non-defective returns.

• Defective Items: Follow Section 6, with GPP covering return shipping for verified defects. Refunds or credit notes are issued per Retailer Terms.

• Non-Defective Returns: Subject to Retailer Terms, with retailers covering return shipping and a potential 10% restocking fee.

• School Fair Orders: Returns for defective items delivered via online school fairs follow this Policy. Contact orders@giantpandapress.co.uk for coordination with schools.

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9. Complaints

If you’re unhappy with our return process or service, contact us at help@giantpandapress.co.uk. We’ll respond within 7 business days, per T&Cs Section 20. For unresolved issues:

• UK Customers: Escalate to an approved Alternative Dispute Resolution (ADR) provider via www.tradingstandards.uk/consumers/adr-approved-bodies.

• EU Customers (Republic of Ireland): Use the EU Online Dispute Resolution (ODR) platform at https://ec.europa.eu/odr for online purchases.

• Disputes are governed by Scots law, per T&Cs Section 22.

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10. Policy Updates

We may update this Return Policy to reflect changes in our operations or legal requirements. Updates will be posted at www.giantpandapress.co.uk/return-policy, effective immediately. For material changes, we’ll notify you via email or a website notice at least 30 days in advance. Continued use of our services constitutes acceptance of the updated Policy.

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11. Contact Information

For return inquiries or assistance:

• Email: orders@giantpandapress.co.uk

• Phone: +44 (0) 131 123 4567 (Monday–Friday, 9 AM–5 PM BST)

• Post: Giant Panda Press, 4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP

• Website: www.giantpandapress.co.uk/customer-service (includes FAQs)

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For EU customers, contact our EU Authorised Representative at [Insert EU Address, e.g., Dublin, Ireland] or use the EU ODR platform. For data protection concerns, email data@giantpandapress.co.uk or contact the UK’s Information Commissioner’s Office (www.ico.org.uk).

Thank you for choosing Giant Panda Press! We’re dedicated to ensuring your satisfaction and making the return process as smooth as possible.

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