If you have any concerns or issues with your order, the best course of action is to contact our customer support team directly at customers@bookvault.app. To help us assist you as efficiently as possible, please include the following information in your email:
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Order Reference Number: Please provide the Bookvault reference number associated with your order. This number typically begins with "BV" and is crucial for quickly locating your order in our system.
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Details of the Concern: Specify the quantity and ISBN of the book(s) affected by the issue. Clear details help us understand the scope of the problem and provide an accurate resolution.
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Images of the Defect or Damage: If your book(s) arrived damaged or defective, please attach images to your email. For damage that occurred during shipping, it’s helpful to include pictures of both the packaging and the damaged items. These images allow us to assess the situation accurately and take appropriate action.
After we receive and review the information provided, our team will work swiftly to resolve the issue. Depending on the nature of the problem, we may offer to reprint and resend the affected books or issue a refund for the order. Our goal is to ensure your complete satisfaction with our service.
Claims for Faulty Goods
(a) If the work is defective so that the Customer may in law reject it, the Customer must advise the Company within seven (7) working days of delivery, failing which the customer will be deemed to have accepted the work.
(b) ‘Defective’ is defined as manufacturing faults occurring outside of the normal digital manufacturing process.
(c) In the event of any rejections, the Company reserve the right to request the return of the work for inspection. Should the claim of defect be found to be valid, the work will be rectified and the cost of any return postage refunded.
(d) Should agreement not be reached as to whether the work is defective, the advice of the BPiF (British Print Industry Federation) will be sought and their decision will be final.
(e) The Company shall not be liable in respect of any claims unless the aforementioned requirements have been complied.