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Every book we sell is second-hand, and we describe each one honestly: a condition grade, a short note about how it looks, and photos of the actual copy you'll receive. We want you to be happy with what arrives. If you're not, here's how we put it right.
When you buy from us in New Zealand, the Consumer Guarantees Act 1993 gives you rights that we can't take away and don't try to. Your book must be of acceptable quality for a second-hand book of its age, price and described condition, and it must match the description and photos on our site. A book graded "Good" will show that it has been read and loved. That's the condition we described, not a fault.
If a book doesn't meet those guarantees, you're entitled to a remedy. There's no fixed time limit on these rights, and nothing else in this policy limits them. Just let us know as soon as you can.
If you live in Australia, the Australian Consumer Law gives you similar protections, and nothing in this policy limits those either.
Email us at info@bookworms.co.nz with your order number and a photo or two of the problem. We'll reply within two working days.
If the book is damaged, has a fault we didn't describe, or isn't the book or edition we listed, we'll put it right at our cost. Most of our books are one-of-a-kind copies, so a replacement isn't always possible. Where we have another suitable copy we can offer it, and otherwise we'll give you a full refund. If the problem is serious, you choose between a replacement (if we have one) and a refund.
A full refund in these cases includes the shipping you paid. If we need the book back, we'll cover the cost of returning it, and we'll tell you how before you send anything. Sometimes we won't need it back at all.
If your parcel goes missing or arrives damaged on its way to you, that's our responsibility too. Get in touch and we'll sort it out.
Sometimes a book just isn't the right one. As a goodwill gesture, separate from your legal rights above, we accept change-of-mind returns within 30 days of delivery, as long as:
We'll refund the price you paid for the book. We don't refund the original shipping on a change-of-mind return. We recommend a tracked service for the return, because we can only refund a book once it reaches us.
Bookworms NZ Limited
98 Havill Street
Takaro
Palmerston North 4410
New Zealand
Please put your order number inside the parcel so we can match it to you.
We refund to the payment method you used to place the order. We process refunds within five working days of receiving your returned book, or of agreeing with you that no return is needed. We'll email you when it's done.
After that, it usually takes your bank or card provider three to ten working days to show the refund on your account. If you paid through a provider such as PayPal or Afterpay, the refund goes back through them, and a buy-now-pay-later provider will adjust your instalments.
If you haven't seen your refund after ten working days, email us at info@bookworms.co.nz and we'll look into it with you.
For anything about returns or refunds, email info@bookworms.co.nz. We're a small bookshop and a real person reads every message.