Return, Refund and Cancellation Policy

Last updated: 30 July 2026

This policy applies to products purchased directly through thecuckoolibrary.com .

Products purchased through Amazon, another marketplace or a retail store are subject to that seller’s return and refund policy.

1. Order cancellations

A physical-product order may be cancelled before it has been packed or dispatched.

To request cancellation, email thecuckoolibrary@gmail.com as soon as possible with:

• Your name
• Order number
• Registered email address
• Reason for cancellation

Once an order has been dispatched, it cannot normally be cancelled. You may still contact us if the product arrives damaged, defective or incorrect.

Digital-product orders cannot ordinarily be cancelled after the download link or access has been provided.

2. Returns for physical products

We accept return or replacement requests for physical products where:

• The product arrived damaged
• The product has a manufacturing defect
• The wrong product was delivered
• An item is missing from the order

Requests must be submitted within 7 days of delivery.

3. How to report a problem

Email thecuckoolibrary@gmail.com and provide:

• Order number
• Customer name
• Description of the issue
• Clear photographs of the product
• Photographs of the outer packaging
• An unpacking video, where available

Please retain the product and packaging until the request has been reviewed.

4. Conditions for return

Where a return is approved, the product should be:

• Unused, except for inspection
• Returned with the original packaging where reasonably possible
• Complete with all included parts or materials
• Packed securely to prevent further damage

A product damaged after delivery through misuse, improper storage or normal wear may not qualify for return or replacement.

5. Change-of-mind returns

Because books and activity products can be easily copied, used or damaged after opening, we do not ordinarily accept returns solely because:

• The customer changed their mind
• The customer no longer wants the product
• The child did not like the story or activity
• The customer selected the wrong product
• The customer did not read the product description or age guidance

This does not affect rights available under applicable consumer law where a product is defective, damaged, incorrectly supplied or materially different from its description.

6. Minor variations

A return will not normally be accepted for minor differences caused by:

• Screen colour settings
• Printing or paper variations
• Slight colour differences between print batches
• Minor positioning or trimming differences that do not affect usability
• Packaging changes

7. Replacement

Where a return request is approved, we may offer a replacement where stock is available.

Replacement orders will generally be dispatched after the issue is verified. In some cases, the damaged or incorrect product may need to be returned first.

8. Refunds for physical products

If a replacement is unavailable or a refund is otherwise approved, the refund will be processed to the original payment method.

Approved refunds are generally initiated within 5–7 business days.

Banks and payment providers may require additional time to display the refunded amount.

Shipping charges may also be refunded where the entire order was damaged, incorrect or undeliverable because of an error attributable to us.

9. Digital printables and downloads

Digital products are generally non-returnable and non-refundable after the file or download link has been delivered.

A refund, replacement file or technical assistance may be provided where:

• The customer was charged more than once for the same order
• The wrong digital file was delivered
• The file is corrupt or cannot be opened
• The download link does not work
• The product is materially different from its description

Customers should contact us within 7 days of purchase.

We will first attempt to resolve the issue by providing technical assistance, a corrected file or a replacement download link.

A refund may be considered if we are unable to provide a usable version of the purchased product.

Refunds will not ordinarily be provided because:

• The customer changed their mind
• The customer lacks compatible software or equipment
• The customer expected a physical product when the listing clearly identified a digital product
• The customer no longer needs the file
• The customer downloaded or used the product and later requested cancellation

10. Duplicate payments

If the same order is charged more than once, contact us with the order number and payment references.

After verification, the duplicate amount will be refunded to the original payment method.

11. Sale or promotional products

Products purchased during a promotion remain eligible for replacement or refund where they are damaged, defective or incorrectly supplied.

The refundable amount will be limited to the amount actually paid by the customer.

12. Return shipping costs

Where a return is approved because the product was damaged, defective or incorrectly supplied, we will arrange the return or reimburse reasonable return-shipping costs as communicated by us.

Unauthorised courier charges or express-shipping costs may not be reimbursed.

Do not send a product back without first receiving return instructions.

13. Refund delays

After receiving a refund confirmation, customers should allow the processing period stated by their bank or payment provider.

If the refund is not visible after the expected period, contact your bank or payment provider and then email us with the relevant transaction details.

14. Contact us

For cancellations, returns, replacements or refunds, contact: