Returns Policy

We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from or our shops, we'll be happy to refund or exchange a product providing it's in a fully resaleable condition. Returns should be made within 28 days and in original, undamaged packaging. Please see below for exceptions to this policy.

When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we’ll refund you for both the purchase price and the delivery charge. Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.

Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:

  1. The original account no longer exists
  2. The original account details have expired
  3. The recipient requires a credit

Products we're unable to refund or exchange

Unless they're faulty, we're unable to offer a refund or exchange on:

  • Personalised or made-to measure/order goods
  • Unsealed CDs, DVDs, tapes or other recording media, software or video

Delivery charges

We'll refund the purchaser any delivery charge paid when a product is delivered faulty or damaged. Furthermore, should you buy a product online or by phone and you change your mind about it, providing you notify us in writing within 7 working days of receiving it, we’ll refund the purchase price and any delivery charge you may have paid. After 7 days we’ll refund the purchase price, but not delivery charges. *

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.

Refunds Procedure

Returns can be made through either of these options:

1. Returns via Royal Mail or courier

Email us at, quoting your customer reference number.

We'll email you back with instructions for returning by Royal Mail

Alternatively, call us on 0191 334 9357. Returns via a Durham University shop

Simply take the despatch note and the product you wish to return or exchange to the tillpoint in the shop and tell the member of staff you bought it online.

Please note it is not yet possible to return items at Palace Green Library.