Last updated: 11 November 2026
Something not quite right with your order? Please get in touch so we can help. This policy explains returns, cancellations and refunds for consumer purchases made directly from quacktherapybooks.com. Your seller is Jakione Ltd, trading as Quack Therapy. Nothing in this policy limits your statutory consumer rights.
Bought through Amazon or another retailer?
Please request a return or refund through the retailer or seller shown on your order confirmation. They handle your payment, delivery and returns under their own procedures and your applicable legal rights. We can help with questions about the book, but cannot refund a payment made to another seller.
How to contact us
Email help@quacktherapybooks.com or use our Contact page. Include your order number if you have it, the email address used for the order and a brief explanation of what you need. Other reasonable proof of purchase is also accepted.
Business and correspondence address:
Jakione Ltd
Level 5a Maple House
149 Tottenham Court Road
London, W1T 7NF
United Kingdom
Contact us for the correct return instructions before posting an item; the return destination may depend on the product. This does not make our approval a condition of exercising your cancellation rights, and you do not need to wait for a reply to notify us that you wish to cancel.
Changing your mind about a physical item
For eligible online purchases, you can cancel without giving a reason. Tell us within 14 days after the day you receive the goods. Where goods from one order are delivered separately, the period runs from the day after you receive the last item. You can also cancel before delivery.
Email us or send another clear statement saying you wish to cancel. The optional cancellation form below is provided for convenience; you do not have to use it. After notifying us, send the goods back within a further 14 days. Keep proof of postage and pack items securely.
You are responsible for the direct cost of returning change-of-mind items, provided this was disclosed before you ordered. If we did not provide that information as required, we will cover the return cost.
You can inspect an item as you would in a shop. If you handle it more than necessary and reduce its value, we may make a lawful deduction reflecting that loss. For example, colouring in a book, writing in it or damaging its pages can reduce its value. Opening packaging alone does not automatically remove your cancellation right.
Print-on-demand and personalised products
Standard books and standard merchandise remain subject to the usual cancellation rights even if printed after you order. Printing an item on demand does not, by itself, make it personalised.
A change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised, such as an item printed with a name you supplied. Where this exception applies, we will explain it before you order. Your rights for faulty, damaged or misdescribed goods still apply.
Damaged, faulty or incorrect items
Please contact us if your order arrives damaged, contains the wrong item or is not as described. Photos of the item and packaging can help us investigate, if you can provide them. We will arrange any necessary return and cover reasonable return costs for goods that are faulty, damaged on delivery or incorrectly supplied.
You generally have a 30-day short-term right to reject goods that do not meet your legal rights. This normally starts once delivery has taken place and the other statutory conditions are met. After that period, a repair or replacement may be the first remedy. If that is impossible, unsuccessful, or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a refund.
A fault reported later is not automatically excluded, and your rights do not end after 30 days. These rights apply to sale items and personalised goods as well. Damage caused by misuse or ordinary wear is not a manufacturing fault.
When and how refunds are paid
For a change-of-mind return, we will refund you without undue delay and within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If we have offered to collect the goods, or there are no goods to return, we will refund you within 14 days of your cancellation notice.
If you cancel the whole physical order, we will also refund the cost of the least expensive standard delivery option offered for that order, up to the amount you paid. Additional charges for an upgraded delivery service are not refundable under a change-of-mind cancellation.
For a refund due under your rights for faulty or misdescribed goods, we will pay it without undue delay and within 14 days of agreeing that you are entitled to it. We use the original payment method unless you expressly agree otherwise, and do not charge a refund or restocking fee. Your bank or payment provider may take additional time to display the credit.
If you believe a refund is missing, contact us with your order details so we can check the payment reference.
Paid digital downloads
If we offer paid digital content, you generally have 14 days after the day the contract is made to cancel. Your cancellation right ends when supply begins only if you have expressly agreed to immediate supply, acknowledged that this ends your cancellation right, and received the required confirmation. Without those steps, beginning a download does not automatically remove that right.
If a paid file is faulty, inaccessible or not as described, contact us. Where applicable, we will repair or replace it within a reasonable time and without significant inconvenience. If that is not possible or does not resolve the issue, you may be entitled to a price reduction, up to a full refund. A refund due under these rights will be made without undue delay and within 14 days of agreement.
Delivery problems and exchanges
For direct orders, contact us if an item has not arrived by the agreed delivery date. We will investigate and explain the appropriate next steps, including cancellation and refund rights where applicable. Your order remains our responsibility when a print or fulfilment partner ships it for us.
For a change-of-mind exchange, contact us to discuss the available options. If no exchange is available, you can use your applicable cancellation rights and place a separate order. This does not affect your rights to a repair, replacement or refund for faulty goods.
Optional cancellation form
You may copy the following into an email or letter. Complete only the details that apply.
To: Jakione Ltd, trading as Quack Therapy, Level 5a Maple House, 149 Tottenham Court Road, London, W1T 7NF, United Kingdom; help@quacktherapybooks.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods or supply of the following digital content:
Goods or digital content:
Order number (if available):
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if sent on paper):
Date:
Customers outside the UK
This policy describes our UK consumer arrangements. If mandatory consumer protections in your country apply to your order, those rights remain unaffected. Contact us for return instructions appropriate to your destination.
