Returns & refund policy

Information regarding returns and refunds of resources and donations 

Returns

At Scripture Union, you can shop with confidence knowing that if you change your mind about something you've bought we offer a no-nonsense, hassle-free approach to returns and exchanges.

Our policy lasts 30 days. If 30 days have gone by since your purchase we may not be able to offer a full refund or exchange, but please contact our customer service team on 01908 856006.

To be eligible for a return, your item must be unused and in the same condition that you received it, eg pack items not split/opened. It must also be in the original packaging.

Some types of goods are exempt from being returned. Ebooks and downloadable products and resources cannot be returned. These can be exchanged only.

Additionally we cannot refund any item purchased from a Christian bookstore or another online retailer. We will happily replace or exchange the item up to the same value. To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the dispatch centre (Marston Books Ltd) as we will not be aware of its return.

There are certain situations where only partial refunds are granted:

* Book with obvious signs of use.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery.

Returned items can be sent to: Freepost SU MAIL ORDER

We advise obtaining a proof of postage.

Refunds (products and resources)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original credit/debit card or original method of payment, within seven days.

Donation refunds

We work hard to ensure that you have a trouble-free experience when making a donation. However, we realise that sometimes errors can happen.

Under charity law, charities are not permitted to refund donations, other than in specific circumstances. See sections 63–65 of the Charities Act 2011.

However, there may be an occasion when you need to speak to one of our customer services team to discuss your donation. Please email us at [email protected] or give us a call on 01908 856052.

We are committed to the highest standards of legal compliance and we treat all requests for refunds with the utmost importance.

Your concerns are important to us and we want to reassure you that we’ll update you every step of the way.

Once we receive all the information we require, we can then advise you of how long things will take – usually seven working days – and any refund will be applied to your original credit/debit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company or bank – it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact the customer service team on 01908 856006 or email [email protected]

Exchanges

If you'd like to make an exchange, we will be happy assist you. Please contact our customer services team on 01908 856006 in the first instance as there may be an additional amount to pay if the exchange is not of the same value.

If your item was purchased from another retailer and the item to be exchanged is less value than the original, then we will not be able to offer a refund as your sale of goods contract is with the store that you purchased from. We can, however, still exchange the item for you.

All you need to do is return the items to the below address with a covering letter:

Scripture Union Mail Order
Trinity House
Opal Court
Opal Drive
Fox Milne
Milton Keynes
MK15 0DF

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We advise obtaining a proof of postage and for more expensive items, eg over £50, postage insurance.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

App store subscriptions/purchases

We cannot offer any refund or exchange for purchases via app stores – the purchase contract is held solely with the app store so you will need to contact your app store directly.

Cancelling an order

You can cancel within seven working days of submitting your order by giving written notice to Scripture Union ([email protected]) or by contacting us over the phone on 01908 856006.

If the items have already been dispatched, we will treat this as a returned item rather than a cancellation (see above). If the items have not been dispatched, you will receive a full refund of the cost within seven days.

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