NEWORLD BOOKS
Novels, in print and digital
Returns policy for faulty products
If something we sent you doesn't work as it should — a damaged copy, a corrupted file, the wrong title — this page explains how we put it right.
Last updated 2026
This policy covers faulty items only. It doesn't apply to change-of-mind returns, orders placed in error, or not liking a book's content, style, or subject matter. For those situations, see our general order help pages.
01
What counts as faulty
Faults must be genuine defects in the product or its delivery. Problems caused by your own device, software, misuse, or damage after you've received the item aren't covered.
Physical novels
- Arrives damaged, torn, or water-affected
- Pages missing, misprinted, blank, or bound out of order
- Cover or spine defective due to a manufacturing error
- Wrong title or edition dispatched
Digital novels
- File is corrupted and won't open or download
- File is incomplete — missing chapters or pages
- Wrong title or edition delivered
- File won't work in the advertised format or device despite following our instructions
02
Reporting a fault
Tell us within 30 days of purchase or delivery. Include your order number, a description of the fault, and either a photo (physical novels) or a screenshot or description of the error (digital novels).
Get in touch
Our team will confirm the fault and talk you through next steps.
Email
info@neworldbooks.uk
03
Resolution
Once a fault is confirmed, you choose between a free replacement copy or a full refund to your original payment method.
- Physical novels — return the faulty copy before or alongside your replacement or refund. We reimburse return postage for confirmed faults.
- Digital novels — no need to return anything. We'll reset your access and reissue a corrected file, or process a refund.
04
Processing time
| Refunds | 5–10 business days after the fault is confirmed |
|---|---|
| Physical replacements | Dispatched within 3–5 business days |
| Digital replacements | Reissued within 24–48 hours |
05
Your statutory rights
This policy sits alongside, and doesn't affect, your rights under the Consumer Rights Act 2015 — which entitle you to a repair, replacement, or refund for goods that are faulty, not as described, or not fit for purpose.
06
What's not covered
- Change of mind
- Accidental orders
- Not liking the content, writing style, or genre
- Damage caused after delivery
- Digital files that downloaded and worked without any technical issue