Refunds & Returns Policy

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At Frami Books, we want you to love your purchase. If something’s not quite right, we’re here to help! You have 14 days from receiving your item to request a return, and we want to make the process as smooth as possible.

Eligibility for Returns

To return a book, it must be in the same condition you received it—unread, undamaged, and in its original packaging. You’ll also need to provide proof of purchase (like your order number or receipt).

Please note, postage and packaging costs (P&P) and transaction fees (like Payhip or PayPal fees) can’t be refunded. Return postage is the customer’s responsibility. We can't cover the return shipping, as our books are shipped via third-party couriers, but we’ll happily refund you for the cost of the book once we receive it back in good condition.

Damaged or Faulty Books

We want you to receive your books in perfect condition, but if something’s wrong, we’ve got your back. If your book arrives damaged or defective, please reach out to us as soon as possible! If you can send us a photo of the damage, we’ll send you a replacement book right away. We’re happy to sort it for you!

Changed Your Mind?

We understand that sometimes a book isn’t quite what you expected. If you change your mind, you can still return it, but you’ll need to cover the return postage costs. Don’t worry though, we’ll refund the full cost of the book once we’ve received it back in good condition—just remember that P&P and transaction fees can’t be refunded.

How to Start a Return

To start a return, simply email us at hello@framibooks.com. We’ll guide you through the next steps and let you know where to send your book. Please note that items sent back without prior authorisation won’t be accepted.

If you have any questions or need help with your return, just let us know! We’re here to assist.

Exceptions / Non-returnable Items

Unfortunately, some items can’t be returned, including:

Sale items, Gift cards, Personalised or custom orders (e.g., books with custom inscriptions) 

If you’re unsure about whether an item is returnable, feel free to ask before purchasing.

Exchanges

If you want to exchange a book, the easiest way is to return the original item and then place a new order. Once we’ve received your return, you’re good to go!

Refunds

Once we’ve received your returned book, we’ll inspect it and let you know if the refund is approved. If everything’s in order, we’ll refund you the cost of the book within 14 days via your original payment method. Just keep in mind that it might take a little while for your bank or card provider to process the refund.

Contact Information

If you have any questions or need assistance, don’t hesitate to reach out! You can contact us anytime at hello@framibooks.com, and we’ll get back to you as soon as possible.

Thank you for choosing Frami Books! We truly appreciate your support and want to make sure you’re completely satisfied with your order. If there’s ever an issue, we’re here to help!

Effective Date: 17th April 2025

At Frami Books, we are committed to protecting your privacy and ensuring your personal information is handled in a secure and responsible manner. This privacy policy outlines how we collect, use, and protect your personal information when you visit our website or make a purchase from us.

We collect the following information when you place an order with us or interact with our website:

• Personal Information: Name, email address, billing address, shipping address, and phone number.
   
• Payment Information: We collect payment information, but all payment processing is handled securely by Payhip and PayPal. We do not store your payment details (e.g., credit/debit card numbers).
   
• Order Information: Details of the products you have ordered, including ebooks, audiobooks, and physical books.
   

We use the personal information you provide to:

• Process and fulfill orders: This includes confirming orders, processing payments, and shipping products to the specified delivery address.
   
• Customer Support: We may use your contact information to respond to queries or resolve issues related to your order.
   
• Improve Our Services: We may use information to improve our website, products, and customer service.
   

We take the protection of your personal information seriously. We use SSL encryption to secure all data transmitted through our website. Your payment details are securely processed by Payhip and PayPal, and we do not store sensitive financial information.

We will never share or sell your personal information to third parties. The only exceptions are:

• Payment Processors: We share necessary payment information with Payhip and PayPal to process transactions.
   
• Shipping Services: We share your shipping address with Royal Mail or other courier services to deliver your purchased items.
   

As a customer, you have the following rights regarding your personal data:

• Access: You can request access to the personal information we hold about you.
   
• Correction: If any information is incorrect or incomplete, you can ask us to update it.
   
• Deletion: You can request that we delete your personal data, subject to any legal or contractual obligations.
   

To exercise any of these rights, please contact us at hello@framibooks.com.

Our website may use cookies to enhance your user experience. These are small files placed on your device to help with navigation, analytics, and functionality. You can control or disable cookies through your browser settings.

We may update this privacy policy from time to time. When we make changes, we will update the “Effective Date” at the top of the policy. We encourage you to review this policy periodically to stay informed about how we are protecting your information.

If you have any questions about this privacy policy or how we handle your personal information, please contact us:

Frami Books Ltd
17 Wilfred Rd, Ramsgate, Kent CT11 7RD
📧 hello@framibooks.com
📱 07394 069868