We back the quality of our books. If a book arrives damaged or faulty, or isn’t what you ordered, consumer law gives you rights and we’ll put it right. If you’ve changed your mind, or an order isn’t suitable, we also accept returns under our own change-of-mind policy. The two follow different processes, so have a look at which one applies before you send anything back.
Which process applies?
Change of mind compared with a damaged item
Situation: Change of mind or unsuitable order; Contact us: Within 14 days of receiving the books; Return the book?: Yes, in resaleable, mint condition; Return freight: You normally arrange and pay for it; Outcome: A refund of the price you paid for the books, a credit or an exchange (the original delivery charge isn’t refunded)
Situation: Book arrives damaged; Contact us: Send us a photograph of the damage; Return the book?: No; Return freight: Nothing to send back; Outcome: A replacement, or a refund where consumer law gives you that choice
Changed your mind, or the book isn’t suitable?
Change-of-mind returns are our own policy, offered on top of your rights under consumer law. Contact us within 14 days of receiving the books and we’ll send you return instructions. Please get in touch before posting anything so we can match the return to your order.
- Books need to come back in resaleable, mint condition, as you received them.
- You normally arrange and pay for the return freight.
- The original delivery charge isn’t refunded.
- Once the books arrive in that condition, you can choose a refund of the price you paid for them, a credit if you’d prefer, or an exchange for a different title.
Did a book arrive damaged, faulty or not as described?
Send us a photograph showing the damage. You don’t need to return the damaged book. We’ll send a replacement, and the photograph lets us follow up with the carrier or printer. If a book is faulty or isn’t what you ordered, contact us and we’ll put it right. Where the law lets you choose between a refund and a replacement, the choice is yours, and where the law requires it we pay the reasonable cost of returning the goods.
The return freight and delivery charge rules above apply to change-of-mind returns only. They never apply to a book that is faulty, damaged or not as described.
Questions this page doesn’t answer yet
A few details are still being confirmed, so rather than guess we’d ask you to email us: how long you have to report transit damage, how quickly a refund is processed and how it’s paid, the return address to use, and what happens if an item is missing from your order. We’ll answer for your order directly.
Your rights under consumer law
Nothing here excludes, restricts or modifies any right or remedy you have under consumer law that cannot lawfully be excluded, restricted or modified, wherever you bought from: in Australia the consumer guarantees of the Australian Consumer Law, and in New Zealand the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.