General
- Returns for In Store Purchases
If you have purchased a product at one of our physical locations and wish to return it, the below will apply. For all returns, we do ask that the customer supply their name and telephone details.
QBD Books will gladly accept a customer return on product/s within six (6) weeks of purchase due to a change of mind. The product/s must be in original condition to be eligible for a return.
You can return a product purchased at one of our physical locations, with a receipt, within 6 weeks of purchase for a refund, exchange, or gift voucher if:
the item is in the same condition as sold
OR
the product is faulty/not working as intended
If the receipt is older than six (6) weeks and the product is in original condition and can either be resold or returned to the publisher, then an exchange or Gift Voucher will be offered at the discretion of the store manager.
For all in-store returns without a receipt, the following will apply:
Product/s must be in new condition as sold – damaged, faulty or used product/s will not be accepted for a return without receipt.
Product/s must exist in our system.
The refund will be in the form of an exchange or Gift Voucher. No cash/eftpos refunds will be given without a receipt.
If the book was not bought at the store you are returning to, the staff member may contact the store of purchase to confirm sale of the book.
Please note that the above information does not apply to products purchased via our online store – click and collect orders are considered online orders for return purposes.
- Returns for Online Purchases
If you have purchased a product via our online store and wish to return it, the below will apply.
QBD Books will gladly accept a customer return on product/s within six (6) weeks of receiving the order due to a change of mind. The product/s must be in original condition to be eligible for a change of mind return, and the customer will be responsible for the cost of returning the item to the online store for a full refund.
You may return an online purchase within (6) six weeks of receiving it if:
the product is in the same condition as received and is unused
OR
the product is misbound or faulty/the product arrived damaged
OR
the product you received was different to the one ordered
If your return meets any of the above conditions, you can request a refund or an exchange.
If your return does not meet any of the above conditions but you would still like to return the product, please contact us directly and we can advise further.
Options for returns will include the ability to return to a physical QBD location - please note that the customer service team must be contacted for instructions prior to going into the store. Failure to do so may result in your return being rejected.
To begin your online order return, please contact our customer service team via the below returns contact form or via customerservice@qbd.com.au
All refunds for returns will be processed by our customer service team via your original method of payment, regardless of method of return.
Refunds can take 3-5 business days to be processed, and 7-10 business days to process through your chosen banking institution and show in your account.
- Online Order Errors
We’re sorry to hear something is amiss with your order. Please find below some known issues. Please contact us and our customer service team will assist you.
I'm missing an item from my order
Please contact us and let us know your order number, and the title of the product that is missing, and we can investigate this for you. In some instances, orders may be dispatched in 2 parcels, which can arrive a couple of days apart.
I have received the wrong product
Please contact us and let us know your order number, and the title of the product you received, and the title of the product you were expecting to receive. If possible, please include a photo of the incorrect product or the ISBN/Barcode. We can then investigate this for you and provide instructions to return the product and receive your correct order.
My product arrived damaged
Our apologies that your order arrived in less than perfect condition. Please contact us and let us know your order number and which title was damaged. Any photos you can provide will also be helpful. We can then provide you with instructions for a return and/ or a replacement of the damaged item.
My product is faulty or doesn’t work as intended
Our apologies that your product is showing faults. Please contact us and let us know your order number and a description of the fault you are experiencing. Any photos you can provide will also be helpful. We can then provide you with instructions for a return and/or a replacement is possible.
My product has arrived with a different cover image
The images displayed on our website are supplied by the publishers who can have various cover designs for one ISBN, therefore we cannot guarantee you will receive the cover which is shown on the product page. QBD Books takes no responsibility for the accuracy of this information, however we apologise for any disappointment this may cause. In this instance, you may return the product to us under a change of mind return.
For more information on our Online Store Returns Policy, please review the information under Returns for Online Purchases.