Refund policy

Last updated: 21 August 2026

Simply Certified study guides are printed specifically for each order through our print-on-demand fulfilment partner, Lulu Direct. Please review the product details, examination title, edition and delivery address carefully before placing your order.

Nothing in this policy excludes or limits any rights you may have under applicable consumer law.

Change-of-mind returns

Because our physical study guides are printed specifically after an order is placed, we do not ordinarily accept returns, exchanges or refunds for a change of mind, except where applicable law gives you a right to cancel or return your purchase.

We are generally unable to provide a refund or exchange if:

You selected the wrong examination, edition, format or quantity.
You no longer require the study guide.
You found the product elsewhere at a different price.
You expected different content where the product supplied matches its description.
You did not pass your examination or achieve a particular result.
There are minor variations in colour, trimming, alignment or finish that are normal within print-on-demand manufacturing tolerances.

Please contact us before returning anything. Products sent to Lulu Direct or returned without our authorisation may not be received and will not automatically qualify for a refund.

Order cancellations and changes

Contact us at hello@simplycertifiedbooks.com as soon as possible if you need to cancel an order or correct its delivery details.

Orders can only be cancelled or changed while they remain within Lulu Direct’s production-delay period. Once an order has entered production, it cannot normally be cancelled, changed or redirected.

Submitting a cancellation or address-change request does not guarantee that the request can be completed. If we successfully cancel the order before production begins, we will issue a refund to the original payment method.

Damaged, defective or incorrect books

If your book arrives damaged, contains a manufacturing defect or is different from the product you ordered, please contact us as soon as possible—preferably within 14 days of delivery.

Include:

Your order number.
A description of the problem.
Clear photographs of the affected book.
A photograph of the packaging and shipping label.
Photographs showing any damage to the parcel.

Please retain the book and its packaging while we investigate. We may request additional photographs or information and may ask that the book be returned before a remedy is provided.

Where the issue is verified, we will provide an appropriate remedy, which may include a replacement, refund or other remedy required by applicable consumer law. You will not be required to pay return or replacement delivery costs for a confirmed damaged, defective or incorrect product.

Spelling, formatting, design or content preferences are not manufacturing defects where the book was supplied as described. This does not affect your rights if the product was materially misdescribed or does not meet an applicable consumer guarantee.

Missing or substantially delayed deliveries

Delivery dates are estimates and are not guaranteed. Carrier delays, customs processing, public holidays, severe weather and other external circumstances can affect delivery times.

A delay within the estimated delivery period does not automatically qualify for a refund. If your tracking has not updated or the estimated delivery period has passed, contact us so we can investigate with the carrier and Lulu Direct.

If an order is confirmed as lost, or has not been delivered within a reasonable period, we will provide a replacement or another remedy as required by applicable law.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address.

If an order cannot be delivered because the address supplied was incorrect or incomplete, the recipient refused delivery, or the customer failed to collect the parcel, we may be unable to refund the printing and delivery costs already incurred.

If the parcel is returned to a printing or carrier facility, it may not be recoverable or reshipped. A replacement order may require payment of additional printing and delivery charges, except where applicable law requires otherwise.

European consumer withdrawal rights

If you are a consumer in the European Union or another jurisdiction that provides a mandatory cooling-off right for online purchases, you may have the right to withdraw from an eligible purchase within 14 days of receiving it.

To exercise this right, email hello@simplycertifiedbooks.com within the applicable period and clearly state that you wish to withdraw from the purchase. Do not return the book until we provide return instructions and an authorised return address.

Unless the book is faulty, incorrect or applicable law requires otherwise:

You are responsible for the direct cost of returning it.
It must be returned within the legally required period.
You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect it.
Additional charges for an upgraded delivery service may not be refundable beyond the cost of the least expensive standard delivery option offered.

Where permitted by law, goods created to a customer’s individual specifications or clearly personalised may be excluded from cooling-off rights.

Refund processing

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to display the refund after it has been processed.

Original and return delivery charges are non-refundable for discretionary returns except where reimbursement is required by applicable law.

Consumer guarantees

This policy does not override mandatory consumer protections. Depending on your location, you may have legal rights where goods are faulty, unsafe, materially different from their description, not fit for their intended purpose or not delivered within a reasonable time.