Refunds and Returns

This policy applies to workbooks bought from passgcseenglish.co.uk. It sits alongside your legal rights, it does not replace them. Last updated 22 August 2026.

Published by Pass GCSE English. Contact: hello@passgcseenglish.co.uk.

The short version

• You can change your mind for any reason within 14 days of receiving your order.
• If you tell us before your order is printed, we cancel it and refund you in full — nothing to post back.
• Books must come back unused and in resaleable condition. Reading one is fine. Writing in one is not, and will reduce or wipe out the refund on that book.
• Bundles come back complete. Keep part of a bundle and the bundle discount no longer applies — see section 6.
• Anything damaged, faulty or wrong, we replace or refund and we pay the postage both ways.

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day after your order is delivered to tell us you want to cancel. You do not have to give a reason.

If your order arrives in more than one parcel, the 14 days runs from the day after the last parcel arrives.

Our workbooks are printed to order, but they are not personalised — every copy of a title is identical — so this right applies in full.

2. How to cancel

Email hello@passgcseenglish.co.uk with your order number and the words below, or anything that says the same thing clearly:

I hereby give notice that I cancel my contract of sale of the following goods: [titles ordered]. Ordered on [date]. Received on [date]. Name, address, order number.

We will acknowledge your cancellation by email within one working day and tell you where to send the books back. Please do not post anything back before you hear from us — we will give you the return address in that email, and if you are returning part of a bundle we will confirm the refund figure first so there are no surprises.

3. Cancelling before your order is printed

Every workbook is printed after you order it. If you email us before printing starts, there is nothing to return: we cancel the print run and refund you in full, usually the same day. It is always worth asking.

4. Returning the books

Once you have told us you are cancelling, you have 14 days to send the books back.

• You pay the cost of return postage unless the books were damaged, faulty or not what you ordered.
• Please get a free proof of posting from the Post Office. Until the books reach us they are your responsibility, so we recommend a tracked service for bundles.
• Send everything in one parcel where you can, and include a note with your order number.

5. What condition the books have to be in

The rule is unused and resaleable: the book has to arrive back in a state where the next person would be happy to buy it new.

This is fine. You can examine a workbook exactly as you would in a shop — open it, read it, look through every page, check the answer section. Handling it to see what it is does not affect your refund.

This is not. Anything that makes the book second-hand:

• Writing, pencil marks, highlighting or rubbed-out answers anywhere in it
• Exercises filled in, even partly, even in pencil
• Pages torn out, folded, creased or dog-eared
• A cracked or broken spine from forcing it flat
• Water damage, food or drink marks, stickers or labels

If a book comes back in a condition we cannot sell as new, we may reduce your refund to reflect what it is now worth. We will tell you the amount and why, with a photograph, before we refund.

Please be aware what that means for this kind of book. These are write-in workbooks. A workbook with the exercises completed cannot be sold to anyone else at any price, so the reduction on that book can be its full price. If you want to try the exercises, use the free sample chapter first — that is exactly what it is for.

None of this applies to a book that is damaged, faulty or not what you ordered. See section 8.

6. Bundles and sets

The five-book Ambitious Vocabulary set (£50) and the complete eleven-book collection (£109) are sold as one product at one package price, not as separate books. The price only works because you are taking the whole set.

Returning the whole bundle

Send all the books back together, unused and in resaleable condition, and you get the full amount you paid refunded. Simple.

Keeping some of it

You can do this, and we will not refuse it. But the bundle discount no longer applies to a part-bundle, so your refund is worked out like this:

What you paid, minus the normal individual price of the books you keep.

Two worked examples, using our normal prices — £12.99 for each Ambitious Vocabulary workbook and for Punctuation, £10.99 for each Practice Papers pack, £14.99 for Language Techniques, Perceptive & Insightful and Transactional Writing:

• Five-book set, £50 paid, you keep two books. Two books at £12.99 is £25.98. Your refund is £50.00 − £25.98 = £24.02.
• Eleven-book collection, £109 paid, you keep four books — say three vocabulary workbooks and Transactional Writing. That is £38.97 + £14.99 = £53.96. Your refund is £109.00 − £53.96 = £55.04.

Two things we will never do. We will never charge you more than you originally paid, whatever the sum comes to — if the books you keep are worth more than the bundle price, the refund is simply zero and nothing further is owed. And we will always send you the figure before you post anything, so you can decide whether returning part of the set is worth it.

Every book coming back still has to meet the condition rules in section 5, and they all have to arrive within the same 14 days.

7. Your refund

We refund within 14 days of receiving the books back, or of you showing us proof that you have sent them, whichever comes first. The money goes back to the card or payment method you paid with. There is no fee and no restocking charge.

UK delivery is free on every order, so there is no outbound delivery charge to refund.

8. Damaged, faulty or wrong items

Email hello@passgcseenglish.co.uk within a reasonable time of delivery, with your order number and a photograph if the problem is visible. We will replace the book or refund you, whichever you prefer, and we cover postage in both directions.

If one book in a bundle arrives damaged, we replace that book. You do not have to send the whole set back.

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a 30-day right to reject them for a full refund, and rights to a repair or replacement after that.

9. A note on printing

These are print-on-demand paperbacks. Slight variation in trim, colour or how squarely the cover sits is normal in this kind of printing and is not a fault. Pages that are missing, blank, out of order, badly misaligned or unreadable are a fault — tell us and we will put it right.

10. Delivery times

Workbooks are printed and posted in the UK, usually dispatched within 7 to 10 working days. If something is going to take longer than that we will email you. By law we will deliver within 30 days of your order unless we agree otherwise with you; if we cannot, you can cancel and have your money back.

11. If something goes wrong

Email us first — most things are sorted in a day. If you are not happy with how we have handled a complaint you can use the Citizens Advice consumer helpline, and if you bought by card you may also be able to ask your card provider about a chargeback.

12. What this policy does not cover

Free downloads and sample chapters are given away at no charge, so there is nothing to refund. Nothing in this policy affects your statutory rights.