BookSwap

Returns policy

Last updated: July 2026

Overview

BookSwap is a peer-to-peer marketplace. Sales are made directly between individual sellers and buyers. This policy sets out the responsibilities of both parties and your rights under UK consumer law.

Buyer rights

As a buyer on BookSwap you are entitled to a return and full refund if:

  • The book received is significantly different from its description
  • The wrong book was sent
  • The book arrived damaged in a way not disclosed in the listing
  • The book did not arrive within 14 days of the seller marking it as dispatched

Under the Consumer Rights Act 2015, goods must be as described. Where a seller has misrepresented a book's condition, you are entitled to a full refund including your original postage costs.

You are not entitled to a return simply because you changed your mind, as BookSwap is a marketplace between private individuals and the standard 14-day cooling-off period does not apply here.

How to request a return

  1. Contact the seller first — use the messaging function in My orders to explain the problem.
  2. Allow 3 working days for the seller to respond and propose a resolution.
  3. If unresolved, contact BookSwap at support@book-swap.uk within 14 days of receiving the book.
  4. Return the book within 7 days using a tracked service if a return is agreed. Return postage is covered by the seller where the fault is theirs.

Seller responsibilities

  • Accurately describing the condition of each book before listing
  • Packaging books securely to prevent damage in transit
  • Dispatching within 5 working days of a sale being confirmed
  • Providing a tracking number where possible
  • Responding to buyer messages within 3 working days
  • Accepting a return and issuing a full refund where the book was not as described

Condition guide

NewUnused. No marks, creases or damage of any kind.
Like NewRead once or barely used. Spine uncreased, no annotations or marks.
GoodSome signs of use. May have minor creases. No missing pages, no writing inside.
FairNoticeable wear. May have highlighting or writing inside. All pages intact.
PoorHeavy wear. Significant marking or damage. Fully readable. Major defects must be noted in the listing.

Items not eligible for return

  • Books that match their listed description and condition grade
  • Returns requested more than 14 days after delivery
  • Books damaged by the buyer after receipt
  • Change of mind purchases

Disputes

If a buyer and seller cannot reach agreement, contact us at support@book-swap.uk with your order number. BookSwap will review the case and make a final decision.

Your statutory rights

Nothing in this policy affects your statutory rights under UK law. See Citizens Advice guidance on returns for further information.

Returns Policy | BookSwap