Waterstones Return Policy: 60-Day Returns & Refunds Explained

Bought the same book twice, received a gift you already have, or changed your mind about a purchase from Waterstones? Their returns policy is fairly customer-friendly, especially if you keep your receipt and look after the item. This guide explains how the Waterstones return policy works in the UK for in-store and online orders, including time limits, conditions, exceptions, and how refunds are handled.

Key Points at a Glance

• Standard window: Waterstones currently advertises an extended returns period of 60 days for most items.
• Condition: Items must be in perfect, sellable condition with proof of purchase.
• Where to return: Most purchases can be returned in store or by post to the returns hub (for online orders).
• Refund method: Refunds go back to the original payment method; gift cards themselves are non-refundable.
• Without receipt: Usually exchange only, often at the current or lowest recent selling price.
• Exceptions: No change-of-mind refunds for perishable goods, some hygiene items (like face masks), or most gift cards and e-gifts.
• Faulty items: Covered beyond the 60 days; Waterstones can repair, replace, or refund depending on the situation.

How Long You Have to Return Items

Waterstones traditionally had a 30-day return window, but help pages now refer to a longer period, and recent summaries show a 60-day returns period for most purchases. That means:

• You generally have up to 60 days from the date of purchase (in store) or from dispatch/receipt (online) to return eligible items.
• You must present a valid receipt or Dispatch Note for a straightforward refund.
• Items must be returned in perfect condition, suitable for resale.

Around Christmas, Waterstones often extends the final return date for gifts bought in the festive period (for example, to the end of January). Check your receipt or the current help page for the exact dates for that year.

Conditions: When Will Waterstones Accept a Return?

To be accepted for a change-of-mind refund or exchange:

• The item must be in perfect, resaleable condition:
  • No tears, scuffs, writing, or personalisation added by you.
  • No coffee stains, bent covers, or heavily creased dust jackets.
• Where applicable, the original packaging must be present and undamaged (for example, boxed gifts or games).
• You must usually provide:
  • A till receipt, or
  • An online Dispatch Note or order confirmation email.
• The return must be made within the 60-day window unless Waterstones has clearly advertised a longer period for a special promotion.

Staff can refuse a refund where items are obviously used, damaged, or outside the time frame, or where proof of purchase is not available.

In-Store Returns

If you bought your book or gift in a Waterstones shop, the easiest option is to go back to a branch.

With a Receipt

• Take the item and your original receipt to any Waterstones store (ideally in the same country as purchase).
• If the product is in perfect condition and within the returns period, you can usually choose:
  • A full refund to your original payment method, or
  • An exchange for something else of the same or higher value (you pay the difference).

Without a Receipt

• Waterstones policy is stricter without proof of purchase.
• Usually, they can offer an exchange only, not a cash/card refund.
• The value of the exchange is often based on the current or lowest recent selling price, which might be lower than what was originally paid.
• Managers have discretion, especially for new, clearly unread books returned soon after purchase, but it’s not guaranteed.

For gifts, a gift receipt makes life easier: the recipient can normally exchange or get a refund (often as a voucher) without seeing the amount you paid.

Online Orders: Returning by Post or to a Store

If you ordered through Waterstones.com or the app, you have two main return routes within the UK: by post or in store.

Returning Online Orders by Post (UK)

• Fill in the returns section on your Dispatch Note, selecting the reason for return.
• Pack items securely in their original packaging so they aren’t damaged in transit.
• Affix the Freepost address printed on your paperwork (typically a Freepost returns address to the Waterstones Book Hub in Burton-upon-Trent).
• Drop the parcel at a Post Office or appropriate mailbox, following the instructions on your Dispatch Note.
• For higher-value orders, consider obtaining a proof-of-posting or using a recorded delivery upgrade for extra peace of mind.

Postage and handling costs are normally non-refundable for change-of-mind returns, but if Waterstones sent the wrong item or the product is faulty, they may cover reasonable return costs or provide a prepaid method.

Returning Online Orders to a Store

• Take the item, in perfect condition, plus your Dispatch Note or order confirmation, to a Waterstones shop.
• Staff can process a refund or exchange there, even though the purchase was online.
• Refunds go back through the online payment system to your original card or method, not as immediate cash, but the store initiates the process for you.

International Online Returns

• If you ordered from outside the UK, returns generally go back by post to the UK returns address.
• Use a tracked or recorded service for higher-value books, as Waterstones cannot take responsibility for parcels lost on the way back.
• Return shipping costs from overseas are usually your responsibility unless the items are faulty or incorrectly supplied.

What You Can’t Return Just Because You Changed Your Mind

Waterstones has some clear exceptions where they will not refund or exchange for a simple change of mind.

• Perishable goods: Food items or products with a short expiry are not returnable unless damaged or supplied incorrectly.
• Electrical items: Certain electrical goods may be excluded from change-of-mind returns once opened, unless faulty.
• Face masks and some hygiene items: For health reasons, these are often non-returnable once opened, unless there is a fault.
• Gift cards and e-gift cards: Usually non-refundable and not exchangeable for cash, except where required by law.
• Digital products: eBooks and similar downloads are usually only refundable if not yet downloaded or accessed, and even then you must act quickly.

For any item marked as perishable, personalised, or clearly hygiene-sensitive, assume it can only be returned if faulty or mis-described.

Faulty, Damaged or Incorrect Items

Faulty or wrong items are handled quite differently from simple change-of-mind returns. Your standard consumer rights apply, and Waterstones’ own guidance reflects this.

• If a book or product arrives damaged, defective, or not what you ordered:
  • Contact Waterstones Customer Support with your order number and details, or
  • Take the item and proof of purchase into a store.
• They may ask for:
  • Photos of the damage or fault (for online orders), and
  • Confirmation of whether you prefer a refund or replacement.
• If Waterstones agrees the item is faulty or incorrect, they will normally:
  • Offer a replacement at no extra cost, or
  • Provide a full refund to your original payment method.
• For faulty items, they can also cover reasonable return postage costs where you’ve had to post the item back yourself.

Faults discovered after a period of use are still covered under normal consumer law, but Waterstones may first look at whether damage is due to normal wear, mishandling, or an actual manufacturing defect.

Waterstones Plus & Loyalty Points on Returns

If you used a Waterstones Plus card when you bought your items, or redeemed credit from it, returns will adjust your points.

• When a transaction is refunded, Waterstones will reverse any stamps or balance earned from that purchase.
• If you paid partly with Plus balance or a gift card, refunded amounts may be returned as a balance or voucher rather than cash.

The idea is simple: your loyalty rewards reflect what you’ve actually kept and paid for, not items that have later been returned.

Refund Timelines & How You Get Paid Back

Once Waterstones has accepted your return (in store or at the warehouse), they process your refund as soon as possible.

• Method: Refunds are always made to the original payment methodwhere possible:
  • Card purchases go back to the same card.
  • Online card payments go back through the payment provider.
  • Gift card or e-gift payments are usually refunded as store credit or back to the same card.
• Timing:
  • Waterstones aims to process refunds within around 30 days of receiving returned goods, often much sooner.
  • Your bank or card provider may then take 3–7 working days to show the money in your account.
• Postage: Original delivery charges and return postage are generally non-refundable for change-of-mind returns, but may be refunded where Waterstones is at fault (for example, wrong item or faulty goods).

You’ll usually receive an email once your return has been processed and your refund has been triggered.

Quick FAQ: Waterstones Returns

• How long do I have to return something to Waterstones?
  Current guidance points to an extended returns period of 60 days for most items, provided they’re in perfect condition and you have proof of purchase.
• Can I return an online order to a store?
  Yes. Within the UK you can take most online orders, plus your Dispatch Note or order email, into a Waterstones shop for a refund or exchange, as long as you’re within the return window and the items are in resaleable condition.
• Do I have to pay for return postage?
  Within the UK, online orders usually include a Freepost returns option for standard mail returns. If you choose a different method or are returning from abroad, you may have to pay your own postage unless the item is faulty or sent in error.
• Can I return a book I’ve already read?
  No. Change-of-mind returns require books and other items to be unused and in perfect, resaleable condition. If the book is clearly used or marked, staff can refuse a refund.
• What about gift cards and e-gifts?
  Waterstones gift cards and e-gift cards are generally non-refundable. Once purchased, they can’t normally be exchanged for cash, though you still have legal protections if something goes wrong with the card itself.
• Does this policy affect my legal rights?
  No. Waterstones’ returns policy works alongside your statutory rights for online orders and faulty or mis-described goods. Those legal rights still apply even if a shop policy is stricter.

Summary

In short, Waterstones offers a relatively generous 60-day return period for most books and gifts, as long as they’re in perfect condition and you can show proof of purchase. You can return in store or by post, and faulty items are handled under your normal consumer rights with options for repair, replacement, or refund. Keep your receipts, keep books in good shape until you know you’re keeping them, and check for any special notes on your Dispatch Note or receipt, and returning to Waterstones is usually straightforward.