RETURN AND REFUND POLICY
This Returns and Refunds Policy outlines your rights and obligations under the Australian Consumer Law (ACL) and ensures a fair and transparent process. By purchasing from The Book Alchemist, you acknowledge and agree to the terms outlined in this policy.
1. Refunds
We do not offer refunds for change of mind, dissatisfaction with individual items, or if you decide to cancel your subscription. Refunds may be provided only under the following circumstances:
- The product is faulty, damaged, or defective upon receipt.
- The product does not match its description or significantly differs from what was advertised.
- In such cases, you are entitled to:
- A replacement, or
- A repair, or
- A refund, depending on the nature of the issue.
- Refund claims will be assessed under the ACL to determine the appropriate remedy.
2. Returns
If you receive a product that is faulty, damaged, or defective:
- Contact us within 7 days of receiving the product.
- Provide the following details:
- Order number.
- Description of the issue.
- Photographic evidence of the fault or damage.
If you need to return an item, we will guide you through the process. Returned items must be in their original condition, including all packaging and accessories unless otherwise instructed.
Non-Returnable Items
The following items are not eligible for return or refund unless they are faulty or defective:
- Partially used or consumed items (e.g., snacks or consumables).
- Items damaged due to misuse or mishandling by the customer.
- Individual items in subscription boxes that do not meet personal taste or preference.
- Consumable and skin care products are not eligible for return or refund due to allergies, skin sensitivities, or personal preferences, even if unopened unless the product is faulty or not as described.
- Customers are responsible for reviewing all product labels and assessing suitability before use or consumption.
3. Subscription Boxes and Personal Preferences
Due to the nature of subscription boxes:
- Dissatisfaction with individual items or the subscription box as a whole, based on personal taste or preferences, is not considered a fault under ACL and does not qualify for a return or refund.
- If any specific item within a box is faulty, damaged, or defective, it will be replaced or refunded per this policy.
4. Return Shipping Costs
- We will cover return shipping costs if The Book Alchemist is at fault (e.g., defective or incorrect product).
- The customer is responsible for shipping costs if the return is unrelated to a fault or defect.
5. Process for Refunds and Replacements
- Once we receive your return (if required) and verify the issue, we will notify you of the outcome.
- Approved refunds will be processed within 10 business days using the original payment method.
- Replacements will be dispatched at no additional cost after verification of the issue.
- If a product in a standalone offering (e.g., “Date Night with a Book,” Bookish Bundles, or Pamper Bundles) is faulty or damaged, you may request a refund or replacement within 7 days of receipt.
- Consumables or skincare products that are opened or partially used are not eligible for refunds unless proven defective or not as described.
- Refunds or replacements for these products will not be granted for allergic reactions, skin sensitivities, or dissatisfaction with personal preferences.
6. Major vs. Minor Failures (Australian Consumer Law)
Under the ACL:
- A major failure occurs when a product is significantly different from its description, unsafe, or unfit for its intended purpose. You are entitled to a replacement, refund, or compensation for any additional loss or damage in these cases.
- A minor failure is a problem that can be resolved with a repair or replacement. Refunds are typically not provided for minor failures.
7. Customer Responsibility
- Customers must provide accurate details when initiating a return or refund request, including proof of purchase, order number, and clear evidence of the issue (e.g., photographs). Failure to provide these details may delay or invalidate the request.
- The customer is responsible for initiating a return or refund request by contacting us within the required timeframe.
8. Contact Us
For all returns, refunds, or related inquiries, please get in touch with us:
The Book Alchemist
Email: info@thebookalchemist.com.au
We aim to respond to all enquiries within 2 business days.