Refund, Return & Replacement Policy

This Refund, Return & Replacement Policy forms part of Bookzstore's Terms & Conditions and should be read together with our Terms & Conditions, Shipping & Delivery Policy, and Privacy Policy.

By placing an order on Bookzstore, you agree to the terms outlined below.

1. General Policy

At Bookzstore, we work with multiple vendors, booksellers, publishers, distributors, and fulfillment partners across India to provide access to a wide range of books.

Since books are sourced from various vendors and warehouses, returns, replacements, and refunds are only available under specific circumstances described in this policy.

Customers must report any eligible issue within 48 hours of delivery.

Requests raised after 48 hours from the recorded delivery time may not be eligible for return, replacement, or refund.

2. Mandatory Unboxing Video Requirement

To claim a return, replacement, refund, missing item claim, damaged product claim, or wrong product claim, the customer must record a complete and uninterrupted unboxing video.

The video should clearly show:

• The sealed package before opening
• Shipping label visible on the package
• Opening of the package
• Contents received inside the package
• Any damage, defect, missing item, or incorrect item

3. Eligible Cases for Return, Replacement or Refund

Return, Replacement, or Refund requests may be approved in the following situations:

Damaged Books

The book has suffered significant damage affecting usability, including:

• Severe spine damage causing pages to separate
• Major transit damage affecting readability
• More than two torn pages
• More than two missing pages
• More than two misprinted pages
• Printing defects making pages unreadable
• Water damage affecting readability

Wrong Book Delivered

The customer receives a book substantially different from the one ordered.

Missing Book

One or more books from the order are missing upon delivery.

Defective Product

The book contains manufacturing defects that materially affect the reading experience.

All claims under this section require a valid unboxing video.

4. Non-Eligible Cases

Return, Replacement, or Refund requests will NOT be accepted for:

Quality-Based Complaints

Returns based solely on paper quality, print quality, binding preferences, cover finish, font size, or subjective expectations.

Quality perception varies from customer to customer and shall not constitute a valid reason for return.

Originality-Based Complaints

Bookzstore sources books from multiple vendors, including pre-owned, refurbished, remaindered, and special-edition inventory where applicable.

Returns, replacements, or refunds shall not be entertained solely on the basis of perceived originality, edition variation, cover variation, printing variation, or source of procurement unless the product description expressly guarantees otherwise.

Minor Transit Imperfections

The following do not qualify for return or replacement:

• Minor corner bends
• Minor dents
• Minor scratches on covers
• Slight packaging damage
• Cosmetic imperfections that do not affect readability

Outer Box Damage

Collector sets, boxed sets, and special edition sets may include outer packaging that is susceptible to transit wear. Damage to outer boxes alone does not qualify for return, replacement, or refund unless the books themselves are materially damaged.

Mystery Boxes

Mystery Box purchases are non-returnable and non-refundable unless damaged or incorrectly delivered.

Used or Altered Books

Books that have been read extensively, marked, written upon, damaged after delivery, or returned in a different condition shall not be eligible for return or replacement.

5. Return Request Process

To initiate a request, customers must contact Bookzstore within 48 hours of delivery and provide:

• Order Number
• Registered Email Address
• Description of the issue
• Supporting photographs
• Mandatory unboxing video

Claims submitted without adequate proof may be declined. Bookzstore reserves the right to request additional information before making a final decision.

6. Verification Process

Once a claim is received, our team will review the evidence submitted. Additional verification may be requested. The customer will be informed whether the request is approved or rejected.

Bookzstore reserves the sole right to determine the appropriate resolution after reviewing the claim.

7. Refunds

If a refund is approved:

Prepaid Orders

Refunds will be processed to the original payment method used during checkout.

Cash on Delivery (COD) Orders

Refunds will be processed through UPI Transfer, or Bank Transfer. The customer may be asked to provide account details or UPI details matching the order information.

Refund processing timelines may vary depending on banks, payment gateways, and financial institutions.

8. Replacement Policy

Where replacement is approved:

• A replacement copy of the same title may be shipped.
• If the title is unavailable, Bookzstore may provide a refund or alternative resolution.

Replacement timelines may vary depending on stock availability and vendor fulfillment.

9. Return Shipping

Where Bookzstore approves a return request due to an eligible issue, return pickup may be arranged by us, or return instructions may be provided.

Customers must cooperate with the return process and provide the product in the same condition in which it was received. Failure to return the product when requested may result in cancellation of the approved refund or replacement.

10. Order Cancellation Policy

Cancellation Before Dispatch

Customers may request cancellation before the order has been dispatched. For prepaid orders, the refund amount may be subject to deduction of non-refundable payment gateway charges where applicable.

Cancellation After Dispatch

Orders cannot be cancelled once dispatched. If a customer refuses delivery after dispatch or causes the shipment to be returned to the seller, applicable shipping, handling, return-to-origin (RTO), and logistics charges may be deducted from any eligible refund.

11. Returned Shipments

If a package is returned due to incorrect address, incorrect PIN code, incorrect phone number, customer unavailability, or refusal to accept delivery, Bookzstore reserves the right to deduct applicable shipping, handling, and logistics costs from any refund amount.

12. Missing or Delayed Refunds

If you have not received your refund after receiving confirmation from Bookzstore, check your bank account, contact your payment provider, or contact your bank. Financial institutions may take additional time to reflect refunds. If you still have not received the refund, please contact our support team.

13. Bookzstore's Right to Determine Resolution

Bookzstore reserves the right to determine the most appropriate resolution, including replacement, reshipment, partial refund, full refund, store credit, or rejection of claim, based on the facts, evidence submitted, and circumstances of each case.

14. Changes to this Policy

Bookzstore reserves the right to modify, update, suspend, or replace this Refund, Return & Replacement Policy at any time without prior notice. Any changes become effective immediately upon publication on the Platform.

15. Contact Us

For refund, replacement, return, or cancellation requests, please contact:

Email: support@example.com

Bookzstore's goal is to provide a fair and transparent resolution process while protecting customers, vendors, and fulfillment partners from misuse of the return system.