Refund policy

Refund and Returns Policy Template – Online Store (Australia)

Last updated: 18 February 2026

1. Our Commitment to Australian Consumer Law

All purchases from Once Upon a Bookshop are protected by consumer guarantees under the Australian Consumer Law (ACL) in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our goods come with guarantees that cannot be excluded, including that they will be of acceptable quality, fit for any disclosed purpose, match their description, and be safe.

Nothing in this policy limits, excludes, or modifies your ACL rights. For faulty, unsafe, or non-compliant goods, you are entitled to a remedy (repair, replacement, or refund) depending on whether the failure is major or minor.

This policy forms part of our Website Terms and Conditions.

2. When You Are Entitled to a Remedy Under ACL

You have a right to remedies if goods:

  • Have a major failure (e.g., unsafe, substantially unfit for purpose, significantly different from description/sample, or so faulty you wouldn't have bought it knowing the issue). You choose: refund, replacement, or repair (with refund of reasonable costs).
  • Have a minor failure (can be fixed easily). We choose: free repair, replacement, or refund.

Report issues within a reasonable time after discovery (e.g., 14 days for visible faults). Provide proof of purchase and details/photos of the problem.

3. Change of Mind, Wrong Size/Colour, or Buyer's Remorse (Voluntary)

We offer refunds/exchanges for change of mind within 7 days of delivery, subject to conditions below. This is voluntary and not required by ACL – we may change or withdraw it anytime.

No refunds/exchanges for:

  • Perishable goods (e.g., food).
  • Hygiene/sealed items once opened (e.g., underwear, cosmetics).
  • Custom-made/personalised items.
  • Digital downloads after access.
  • Clearance/sale items (unless faulty).

4. How to Make a Return or Refund Claim

  1. Contact us at onceuponabookshopau@gmail.com within the timeframe above, with order number, reason, and photos if possible.
  2. We issue a Returns Authorisation (RA) number if approved – include it on the package.
  3. Return items to PO Box 1228, Mount Barker  SA  at your cost (unless ACL-covered fault or we offer prepaid label). Items must be unused, in original packaging/condition with tags.
  4. We inspect within 7-14 days. Approved refunds issued to original payment method within 5-10 business days (may take longer for credit cards). Exchanges/replacements shipped promptly.

You cover return shipping unless the fault is our responsibility under ACL.

5. Exclusions and Limitations

No remedies if:

  • Damage from misuse, neglect, alteration, or normal wear/tear.
  • You knew of the issue pre-purchase.
  • Wrong item ordered (unless our error).

We are not responsible for shipping delays/loss once handed to courier. Track returns via Australia Post or chosen carrier.

6. Processing Timeframes

  • Faulty claims: Assessment within 14 business days; remedies provided promptly.
  • Refunds: 5-10 business days post-approval (up to 30 days for some processors).
  • Non-delivery: Contact us within 14 days of expected delivery.

7. Complaints and Disputes

If unsatisfied, email onceuponabookshopau@gmail.com with details. We aim to resolve within 30 days. Escalate to Consumer Affairs Victoria (for SA residents: 131 318) or ACCC (accc.gov.au).

8. Policy Changes

We may update this policy; notice via website/email. Continued purchases post-update accept changes.

Contact: Once Upon a Bookshop, PO Box 1228  Mount Barker   SA    5251, or via email: onceuponabookshopau@gmail.com