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Returns and Refunds

Where's my order?

If the item is in stock it will be delivered within 5 days for destinations in the UK and up to 14 days in Europe and the rest of the world.

If after this time you have still not received your order, contact our Customer Service Department quoting your Order Number.

Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

Refunds policy

If for any reason you are unhappy with your purchase, please return it to us in its original condition within 30 days from date of invoice. We will issue a full refund for the price you paid for the item (excluding import duties, taxes and/or delivery charges from you to us). Please note that this right to cancel does not apply to our digital subscriptions or digital content products or software which is not supplied on a tangible medium (e.g. a CD or DVD).

CANCELLING UNDER THE CONSUMER CONTRACTS REGULATIONS 2013

Your rights

This section applies only if you are a consumer located in the European Union (i.e. you are not an organisation or an individual acting wholly or mainly within your trade, business craft or profession). If you are a consumer, you have a legal right to cancel contracts entered into with us at a distance (e.g. internet, phone or email) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations") implementing the Consumer Rights Directive 2011/83/EU. Subject to the exceptions set out below, this means that within a certain period, if you change your mind or for any other reason, you decide you want a refund, you can notify us of your decision and receive a refund.

Your legal right to cancel

Subject to the exceptions set out below, if you ordered goods (e.g. a physical book) as opposed to services or digital content, you can cancel your order within 14 days from the day on which you or a third party designated by you receives the goods purchased (or the last good if the order relates to multiple goods delivered separately). You are obliged to ensure that the goods you purchased are kept in good condition while they are in your possession or control and you are responsible for any damage to the goods before they are returned to us.

Subject to the exceptions below, if you ordered digital content not supplied in a tangible medium (e.g. not supplied on CD or DVD) or services, you can cancel your order within 14 days from the day of conclusion of the contract ("Cancellation Period"), unless you have expressly consented to the digital content or expressly requested for the services to be supplied to you before the end of the Cancellation Period, and you acknowledged that you would lose your cancellation rights.

Please note that by placing your order with OUP, you are hereby requesting OUP to perform the services and/or expressly consenting to OUP supplying the digital content (as the case may be) from the time of your order and in doing so, you acknowledge that you will lose your cancellation rights.

If you exercise your cancellation rights, you must inform OUP of your decision to cancel your order. You may inform OUP by using our cancellation form or by emailing cancellation@oup.com

Exceptions

Please note that the cancellation rights above do not apply in the case of:

  • any products made to your specification or clearly personalised;
  • newspapers, periodicals or magazines;
  • software, CD-ROMS, DVDs or CDs which have a security seal which you have opened or unsealed;
  • a service if OUP has fully performed the service and you expressly requested for such service to be performed before the end of the 14 day cancellation period, and you acknowledged that you would lose your cancellation rights; and
  • supplies of digital content (including online subscriptions, apps, digital software, e-books and MP3) which is not supplied on a tangible medium (e.g. not supplied on CD or DVD) if you expressly consented to the digital content to be supplied to you before the end of the 14 day cancellation period, and you acknowledged that you would lose your cancellation rights once delivery had started.

 

Effects of cancellation

In the case of goods, we will issue a full refund for the price you paid for the item together with OUP’s standard cost of delivery to you or the price you paid for delivery for the item to you whichever is lower (excluding import duties, taxes and/or delivery charges from you to us) no later than 14 days from the day on which we received the your communication informing us that you wish to cancel. If you cancel part of an order for goods, we will refund the cost of delivery to you on a pro-rated basis.

Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods back from you or you have supplied evidence of having sent the goods back, whichever is the earliest. You will have to bear the cost of returning the goods to us.

In the case of services, if you exercise your cancellation rights during the Cancellation Period, we will issue a refund to you on a pro-rated basis.

Damaged / faulty items

If the item is either faulty or damaged please contact our Returns team, quoting your Order Number, and they will arrange for a replacement or refund:
Email: returns.uk@oup.com
Telephone: +44 (0)1536 452779

Incomplete orders

Please note that if you ordered more than one item, your order may be despatched in more than one package; therefore you may not receive your whole order on the same day. You will receive an email notification when those items have been despatched. If the contents of the package delivered does not match the accompanying advice note please contact our Customer Service Department, quoting your Order Number:
Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

Wrong items

If items have been supplied in error please contact our Customer Service Department, quoting your Order Number:
Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

Exchanging an item

Simply return your item to us in its original condition, enclosing your invoice, within 30 days from date of invoice. On receipt we will issue a full refund for the price you paid for the item. You can place a new order online or contact our Customer Service Department who will be happy to do it for you.
Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

Returning an item

To return an item, please use our returns form. Please pack the item securely, enclosing the completed form and attaching the address label supplied on the returns form. For your own protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. For further advice contact our Returns Department:
Email: returns.uk@oup.com
Tel: +44 (0)1536 452779

Cancelling an order

Please contact our Customer Service department quoting your Order Number.

Email: onlinequeries.uk@oup.com
Telephone: +44 (0) 1536 452657

Please see our refunds policy above.

Cancelling subscriptions

Please refer to our Personal Susbscriptions Help page.

Refunding your payment card

Your payment card will normally be refunded within 5 days of your return being received in our warehouse.

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