Refund policy

Payment + Refund Policy

Last updated: September 2026

At The Lost Book Project, many of our products are created specifically in response to customer orders. Our physical books and book collections are produced in small quantities or printed on demand through our printing and fulfilment partners rather than being held as conventional mass-market inventory.

For this reason, we do not offer a voluntary change-of-mind returns or exchange programme beyond any rights that customers are entitled to under applicable consumer law.

Please read the policy below carefully before placing your order.

Digital Products

Digital products include, but are not limited to, PDF books, digital collections, downloadable resources, electronic publications, and other downloadable or online content.

Because digital products are supplied electronically and can be accessed immediately after purchase, digital purchases are non-refundable once downloading, accessing, or delivery of the digital content has begun, except where otherwise required by law.

Where required by applicable consumer law, by requesting immediate access to digital content you expressly consent to the supply of that content beginning before the end of any applicable cancellation period and acknowledge that, once supply begins, you may lose your statutory right to cancel.

Please ensure that you have selected the correct product before completing your purchase.

If you experience a genuine technical problem accessing a purchased digital product, please contact us. We will make reasonable efforts to resolve the issue and provide access to the product you purchased.

Physical Books and Box Sets

Many of our individual books, hardcover books, paperback books, collections, and box sets are printed or produced on demand.

This means that production may begin specifically in response to your order. Unlike a conventional retailer holding large quantities of finished stock, we may incur printing, binding, packing, and fulfilment costs shortly after an order is submitted.

As a result, The Lost Book Project does not offer a general or voluntary return, refund, or exchange service for physical products simply because a customer changes their mind, no longer wants the product, ordered the wrong item, or would prefer a different edition or format.

This policy does not affect any mandatory rights you may have under the consumer laws applicable to your purchase.

UK Customers

If you are a UK consumer purchasing standard physical goods online, you may have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this right applies, you must notify us that you wish to cancel within 14 days of receiving your order.

After notifying us, you must return the applicable goods within a further 14 days.

The customer is responsible for the cost of returning the goods to us. We strongly recommend using a tracked postal service, as responsibility for the returned goods remains with you until they have been received. Where a valid statutory cancellation is exercised, we will refund the purchase price together with the cost of our least expensive standard delivery option, where applicable. Any additional amount paid for an upgraded, expedited, or premium delivery service will not normally be refundable.

We may make a reasonable deduction from the refund where the value of the goods has been reduced because they have been handled beyond what would reasonably be necessary to inspect them.

Nothing in this policy limits your statutory rights.

Customised or Personalised Products

Products which are made to a customer's individual specifications or are clearly personalised may not qualify for a statutory change-of-mind cancellation right where permitted by applicable law.

This may include, for example, books or collections containing customer-specific personalisation, custom printing, inscriptions, names, dedications, or other alterations requested specifically by the customer.

This does not affect your rights if such an item is faulty, damaged, or not supplied as ordered.

Damaged, Defective or Incorrect Orders

We take responsibility where a physical product arrives:

• materially damaged in transit;
• with a significant manufacturing or printing defect;
• materially different from the product ordered; or
• as the wrong title, edition, format, or quantity due to an error on our part or that of our fulfilment partner.

If this happens, please contact us as soon as reasonably possible after delivery and provide:

• your order number;
• a description of the problem; and
• clear photographs showing the item, packaging, and damage or defect where relevant.

We may request additional information where reasonably necessary to investigate the problem with our printer or fulfilment provider.

Depending on the circumstances and your applicable legal rights, we may arrange a replacement, refund, or other appropriate remedy.

Minor variations that are inherent to printing and manufacturing, including slight variations in colour reproduction, trim, binding, paper, positioning, or finish, will not normally be considered defects unless the variation materially affects the quality or usability of the product.

Incorrect Address, Failed Delivery and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If an order cannot be delivered because an incorrect or incomplete address was supplied, the customer failed to collect the parcel, refused delivery without valid grounds, or the parcel is otherwise returned due to circumstances outside our control, we are not obliged to provide a free replacement or refund except where required by applicable law.

Where possible, we may offer to resend the order, but additional printing, handling, and delivery charges may apply.

Please contact us immediately if you notice an error in your delivery information. Because our physical products may enter production quickly, we cannot guarantee that an address or order can be changed once it has been submitted to fulfilment.

Order Cancellations

Because printed products can enter production shortly after an order is received, we cannot guarantee that a physical order can be cancelled or amended before dispatch.

If you contact us before production begins, we may be able to cancel or modify the order at our discretion.

If production has already begun, cancellation may no longer be possible except where you have a statutory right to cancel under applicable consumer law.

International Customers

The Lost Book Project sells to customers in a number of countries.

Consumer rights vary by jurisdiction. Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights that apply to you under the laws of your country or region.

Where local consumer law provides you with rights that are greater than those described in this policy, those statutory rights will apply.

Refund Processing

Where a refund is approved or legally required, it will normally be issued to the original payment method used for the purchase.

Processing times following issuance of a refund are determined partly by your bank, card issuer, or payment provider and are outside our control.

Shipping charges, customs charges, duties, taxes, currency-conversion charges, and other third-party costs may not be refundable except where required by law.

Payments

Payments made through TheLostBookProject.com are processed through secure third-party payment providers.

We do not directly store your complete payment-card details. Payment information is handled by the relevant payment processor in accordance with its own security and data-protection procedures.

Prices, promotions, products, and availability may change from time to time. Any such changes will not affect an order that has already been accepted unless otherwise agreed with you or required by law.

Payment Disputes and Chargebacks

If you believe there is a problem with an order or payment, please contact us first so that we have an opportunity to investigate and resolve the matter.

Nothing in this policy prevents a customer from exercising legitimate rights available through their payment provider or under applicable law.

However, we reserve the right to provide order records, delivery information, download records, correspondence, tracking information, and other relevant evidence to payment processors or financial institutions when responding to fraudulent, abusive, or unjustified payment disputes or chargebacks.

Contact Us

If you have a question about a return, damaged order, cancellation, refund, or payment, please contact The Lost Book Project through the contact details provided on our website.

When contacting us about an existing purchase, please include your order number so that we can locate the order as quickly as possible.

Nothing contained in this Returns + Refund Policy is intended to limit or exclude any statutory consumer rights that cannot legally be limited or excluded.