Returns & Refunds Policy

Folens Publishing Company Unlimited Company (“Folens”) is a registered company at Hibernian Industrial Estate, Greenhills Road, Tallaght, Dublin 24. The following policy outlines the terms and conditions for making a return and receiving a refund.

 

Terms for Private Individuals: 

Under what circumstances can you make a return and get a refund? 

We offer returns and refunds under the following circumstances: 

  • Change of mind 
  • Faulty products that fall apart
  • Damaged on arrival
  • Wrong product delivered
  • Never arrived

Except for:  

  • Exchanges – we don’t exchange products. However, we accept returns under the above circumstances and customers can place a new order.  
  • Cancellation after ordering – 90% of times the order is processed before we receive a refund/return request.  
  • eBooks – cannot be returned or refunded once activated. 

Conditions in which we accept returns and refunds:   

  • We cannot accept returns after 30 days or if the product has been altered (including covering) either by you or by Folens at your request unless the product is faulty. 
  • Returns must be in the original undamaged packaging and in an unmarked, resaleable condition. 
  • The product should be a standard stock item, which we presently hold and sell, and were not bought specifically for you. 

 

How to make a return and get a refund? 

  1. The first step is to contact our Customer Experience Team by one of the following channels: 
  2. If you need to ship the product back to us, our Customer Experience Team will provide you with instructions to process your return and refund if applicable.    
  3. Photo evidence of the product may be requested under some circumstances. 

 

What are the costs of making a return? 

  • Returns to Folens are at the customer’s cost unless the product is faulty or delivered in error.  
  • Our Customer Experience Team will provide the exact cost details after contacting them.  

 

When can you expect to receive your refund? 

  • Once the returned product is back with us, expect a refund within 5-10 working days.  
  • The refund will usually be redeemed to your credit/debit card or by EFT (Bank Transfer), whichever is applicable. 

 

 

Terms for Trade Accounts (e.g. Bookshops) 

Under what circumstances can a Trade Account make a return?  

Returns can only be accepted for credit if: 

  • They were bought recently (within the last year)  
  • They have not been altered / covered either by us at your request or after delivery 
  • We receive prior written notice and issue with a specific SRO reference number which you include with your returns 
  • Such returns are not in excess of 4% of your purchases in a 12-month period 
  • Goods must be in a resaleable condition (clean, unmarked, original packaging)

Conditions in which we accept returns and refunds:   

  • We cannot accept any liability for any returns sent to us without prior acceptance. We reserve the right to accept or reject any request to return stock. 

 

How to make a return and get a refund for a trade sale?

  1. The first step is to contact our Customer Experience Team by one of the following channels: 
  2. If you need to ship the product back to us, our Customer Experience Team will provide you with instructions to process your return and refund if applicable.    
  3. Photo evidence of the product may be requested under some circumstances. 

 

What are the costs of making a return for a trade sale?  

  • Returns will be subject to a restocking charge which varies by product type. You will be advised of the relevant rate when you notify us of your desire to return stock. 
  • Credit will be given at the average price for purchases over the last year less the restocking fee. 

 

When can a Trade Account expect to receive a refund? 

  • Once the returned product is back with us, expect a refund within 5-10 working days.   
  • The refund will usually be redeemed by credit transfer to the bookshop. 

 

 

This policy was last updated on 10th October 2021.