1300 187 187
 

Cancellations & Returns

Cancellations

After you place your order we will research where best to source the title(s). You will receive an email requesting you Sign In to your account to view the delivery expectations for your order.

You have a "1 business day cooling off period" to cancel your order if the delivery times are not suitable or you have changed your mind, to receive a full refund. After 1 business day all orders are a firm sale.

If the expected delivery times are too long, (eg. for a birthday present), then please discuss your requirements with Booktopia staff before cancelling as we may be able to fast track your order.

You must call Booktopia Customer Service on 1300 187 187, Monday to Friday, 9:00am to 4:00pm AEST to cancel within 1 business day for a full refund.

If you do not contact Booktopia by phone within the "1 business day cooling off period" you will be entitled to a store credit only if you wish to cancel all or part of your order.

For Magazine Subscription cancellations please refer to Can I cancel my subscription?

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Returns Policy

We understand that from time-to-time you may need to return an item to us.

Before returning any items please contact Booktopia Customer Service Team to discuss your reason for requiring a return and organise an approval to return an item to Booktopia.

Before contacting Booktopia regarding a return please understand the following terms of business:

  1. Booktopia will not pay for postage if you are returning an item because you have changed your mind, or made a mistake in your ordering.
  2. If you have changed your mind, or made a mistake, we require notification within 2 business days of the recorded delivery date.
  3. If you received a faulty or damaged item, we require notification within 2 business days of the recorded delivery date.
  4. If the item you received is not what you ordered, we require notification within 5 business days of the recorded delivery date.
  5. Booktopia is NOT obligated to offer a store credit for products that are returned damaged to our Distribution Centre or never arrive. The Booktopia Distribution Centre address is: Unit E1, 3-29 Birnie Avenue, Lidcombe, NSW 2141. To qualify for a credit an item must be returned in perfect condition ready to be resold. Failure to package a returning item properly will undoubtedly result in no store credit and the product will be returned to the customer.
  6. A store credit issued for a return will be for the value of the returned item only. A store credit for a specific item does not cover the cost of postage.

For queries on Magazine Subscriptions please refer to Magazine Frequently Asked Questions.

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How to Return an Item

Before returning any items please contact Booktopia Customer Service Team to discuss your reason for requiring a return and organise an approval. Refer to Returns Policy

If you are returning an item for a store credit you will require enough packaging and protection e.g. bubble-wrap and cardboard to ensure that contents do not slide around and cause damage or any further damage particularly if this is the reason for the return.

We suggest you keep your Booktopia packaging until you have made contact with the Customer Service Team. We encourage you to re-use the packaging that Booktopia has used to send the item. If you feel that the packaging cannot be reused for whatever reason you will need to provide your own secure and sturdy packaging.

An item being returned must include a note with your Order number and specify the reason for the return, plus detailed information if the return is due to a fault.

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DVD & Blu-ray Returns

I have changed my mind or I made a mistake with my order
We are happy to exchange any unopened (still shrink-wrapped) DVD or Blu-ray within 14 days, provided the goods are returned in PRISTINE condition.

Booktopia will not pay for postage if you are returning an item because you have changed your mind, or made a mistake in your ordering.

Booktopia will provide instructions for returning the item. If the product is damaged upon receipt in our warehouse, we are unable to accept the return and the item will be mailed back to you.
The item I ordered arrived damaged
Booktopia does pack every parcel with care to ensure it arrives at its destination in the same condition it left our warehouse. Unfortunately a small percentage of packages do arrive damaged due to mishandling by Australia Post employees and contractors as part of their standard parcel delivery program. As Australia Post offers Booktopia customers the most cost-effective and comprehensive delivery program we acknowledge that some parcels may arrive damaged and require replacing.

If your item was damaged between leaving our warehouse and arriving at your delivery address, you must message Booktopia with your order number and the condition of your item/s within 2 days of the recorded delivery date.

Booktopia will replace the DVD or Blu-ray, depending on availability once the original disc is received back. Booktopia will provide instructions for returning the item. Refunds will not be processed unless a replacement cannot be provided.
The item I ordered arrived faulty or didn't work as intended
If your item is found to be faulty, you must message Booktopia with your order number and the fault or problem of your item/s within 2 days of the recorded delivery date.

Booktopia will replace the DVD or Blu-ray, depending on availability once the original disc is received back. Booktopia will provide instructions for returning the item. Refunds will not be processed unless a replacement cannot be provided.
The item I received is not the item I ordered
If you receive an item that is not what you ordered, you must message Booktopia with your order number and the missing title and received title within 2 days of the recorded delivery date.

Booktopia will replace the DVD or Blu-ray, depending on availability once the original disc is received back. Booktopia will provide instructions for returning the item. Refunds will not be processed unless a replacement cannot be provided.

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