Product Refund & Return Policy
Last updated: 18 May 2026

This Product Refund & Return Policy explains how returns, refunds and cancellations are handled for purchases made through Kniga-ru.co.uk

This policy applies to retail customers and wholesale customers, unless stated otherwise.

  1. Our Products

We sell books, printed publications, educational materials and selected related products.

Some products may be supplied from UK stock, while others may be ordered from publishers, suppliers or logistics partners. Product availability and delivery times may vary depending on stock levels, supplier location and delivery conditions.

  1. Retail Customer Returns

If you are a retail customer buying for personal use, you may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

  • unused;
  • in its original condition;
  • not damaged by the customer;
  • returned with original packaging where possible.

You do not need to give a reason for cancelling an eligible online order within the legal cancellation period.

  1. How to Request a Return

To request a return, please contact us by email:

info@kniga-ru.co.uk

Please include:

  • your full name;
  • order number;
  • item name or ISBN;
  • reason for return, if applicable;
  • photos if the item is damaged, faulty or incorrect.

Please do not send items back before contacting us. We will provide return instructions after reviewing your request.

  1. Return Timeframe

If your return is accepted, you must send the item back within 14 days of telling us that you wish to return it.

Items returned late, damaged or not in resaleable condition may be refused or may receive a reduced refund.

  1. Refunds

Refunds are processed after we receive and inspect the returned item.

If the return is approved, we will refund the price paid for the returned item to the original payment method.

Refunds are usually processed within 14 days after we receive the returned item or after you provide proof that the item has been sent back.

Please note that your bank or payment provider may take additional time to show the refund in your account.

  1. Delivery Charges

If you cancel an eligible online order within the legal cancellation period, we will refund the standard delivery cost you paid, where required by law.

If you selected a more expensive delivery option, such as express delivery, only the standard delivery cost may be refunded.

Return postage is the customer’s responsibility unless the item is faulty, damaged or supplied incorrectly.

  1. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible.

Please email us with photos of the issue and your order details.

If the item is confirmed to be faulty, damaged or incorrectly supplied, we may offer:

  • a replacement;
  • a refund;
  • a partial refund;
  • another suitable solution.

This does not affect your statutory rights.

  1. Non-Returnable Items

Some items cannot be returned unless they are faulty or supplied incorrectly.

Non-returnable items may include:

  • special-order books;
  • personalized or custom products;
  • digital or downloadable content;
  • newspapers, magazines or periodicals;
  • items that have been used, damaged or marked by the customer;
  • sealed items that have been opened where return is not suitable.
  1. Special Orders

Some books may be ordered specially from publishers or suppliers at the customer’s request.

Special-order items may not be cancellable once processing has started, unless the item is faulty, damaged or supplied incorrectly.

We will clearly assess each case and respond fairly.

  1. Wholesale and B2B Orders

Wholesale and B2B orders are treated differently from retail consumer orders.

Unless the item is faulty, damaged or supplied incorrectly:

  • wholesale orders are generally non-refundable;
  • special-order wholesale products cannot usually be cancelled after processing;
  • dispatched wholesale orders cannot normally be recalled;
  • return requests must be reported within 48 hours of delivery.

Wholesale customers are responsible for checking goods promptly after delivery.

  1. Items Lost in Return Post

Customers are responsible for ensuring that returned items reach us safely.

We recommend using a tracked postal service and keeping proof of postage.

We are not responsible for returned items that are lost or damaged in transit unless we arranged the return shipping.

  1. Reduced Refunds

We may reduce the refund amount if the item has lost value because it has been handled more than necessary.

This may include items that are:

  • damaged;
  • visibly used;
  • marked;
  • missing parts or packaging;
  • returned in a condition unsuitable for resale.
  1. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will try to cancel it and issue a refund.

If the order has already been dispatched or specially ordered, you may need to follow the returns process.

  1. Contact Us

For all return, refund and cancellation requests, please contact:

Kniga-ru LTD
Email: info@kniga-ru.com
Website: Kniga-ru.com