Refunds and Returns

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

UK and Ireland Purchasers

To return or exchange items ordered online, please complete the following:

  1. If no Dispatch Note is included, please include a note with your order number and your reason for returning the item within the return package. Please indicate whether your preferred option is to receive a Refund or to request a Replacement.
  2. If the Dispatch Note is included, enter one of the Returns Reason Codes listed on the Dispatch Note against the relevant item.
  3. Using one of the two tick boxes alongside, please indicate whether your preferred option is to receive a Refund or to request a Replacement.
  4. Repack the item (in its original packaging, if applicable) along with the Dispatch Note. If you have lost your dispatch note, or it was not included, our returns address is below. RETURNS ADDRESS HERE
  5. Upon receipt and processing, we will refund to your original payment method.
  6. Unfortunately, as an author-funded business, we can only refund return shipping costs in the event of a defective product. You will be responsible for paying for your own shipping costs for returning your item. You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
  7. Depending on where you live, the time it may take for your replacement product to reach you may vary.
  8. eBooks are non-refundable.
  9. There are certain situations where only partial refunds are granted:
    1. Book with obvious signs of use, not in its original condition, damaged or missing parts for reasons not due to our error.
    2. Any item that is returned more than 30 days after delivery

Overseas Purchasers

To return for refund any items ordered internationally online, please complete the following:

  1. Enter one of the Returns Reason Codes listed on the Dispatch Note.
  2. Using the tick box alongside, indicate your request to receive a Refund.
  3. Repack the item (in its original packaging, if applicable) along with the Dispatch Note.
  4. Upon receipt and processing, we will refund to your original payment method.
  5. Unfortunately, as an author-funded business, we can only refund return shipping costs in the event of a defective product. You will be responsible for paying for your own shipping costs for returning your item. You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
  6. Depending on where you live, the time it may take for your replacement product to reach you may vary.
  7. eBooks are non-refundable.
  8. There are certain situations where only partial refunds are granted:
    1. Book with obvious signs of use, not in its original condition, damaged or missing parts for reasons not due to our error.
    2. Any item that is returned more than 30 days after delivery

Please note: The returns process is only available for purchases made via themetromice.com. It cannot be used to return items purchased at a bookstore or other retailer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at refund@themetromice.com.