At BookTree Publishing, customer satisfaction is our top priority. We are committed to providing quality books and exceptional service. This Refunds and Returns Policy outlines your rights under Australian Consumer Law (ACL) and our procedures for refunds, returns, and exchanges.

1. Australian Consumer Law (ACL)

Under Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product is faulty, significantly different from its description, or does not meet its intended purpose. This policy is in addition to your rights under ACL.

2. Change of Mind

Unfortunately, we do not offer refunds or exchanges for change of mind purchases. Please choose your books carefully before finalising your order.

3. Refunds and Returns Eligibility

You may request a refund or return if:

• The item is defective or damaged.
• The item does not match the description provided at the time of purchase.
• The item is not fit for the intended purpose.

To be eligible for a return, the book must be in its original condition, unused, and in the original packaging (where applicable).

4. Timeframe for Returns

You have 30 days from the date of purchase to initiate a return or request a refund for faulty, damaged, or incorrect items. After this period, we cannot offer a refund or replacement.

5. How to Return an Item

To return a product, please follow these steps:

• Contact us at returns@booktree.com.au with your order number, a description of the issue, and any relevant photos if the item is damaged or faulty.
• Our customer service team will provide instructions on how to return the item.
• Once we receive your returned item, we will inspect it and notify you of the status of your refund or exchange.

6. Refund Process

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

7. Shipping Costs for Returns

• Faulty or Incorrect Items: If the return is due to a fault on our part (damaged, faulty, or incorrect item), we will cover the return shipping costs.
• Other Reasons: For any other reason, you will be responsible for the return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

8. Exchanges

If you received a defective or damaged item and would prefer an exchange, please contact us at orders@booktree.com.au, and we will arrange to send you a replacement once the original item is returned.

9. Non-Returnable Items

The following items are not eligible for returns or refunds unless faulty or damaged:

• Gift cards
• Sale or clearance items (unless faulty)
• Digital products (eBooks, audiobooks, etc.)

10. Late or Missing Refunds

If you haven’t received a refund within the expected timeframe:

1. Check your bank account or contact your credit card company as it may take time for the refund to be officially posted.
2. If you’ve done this and still have not received your refund, please contact us at returns@booktree.com.au.

11. Contact Us

For any questions regarding this policy or to initiate a return, please contact our customer service team at returns@booktree.com.au.
Thank you for shopping with BookTree Publishing, and we appreciate your business!