Refund policy

Returns and Refunds Policy

At Once Upon a Bookshop, we pack each parcel with care, and we hope that you love every book and trinket that arrives from us. If something isn’t right, we’re here to help.

Change of Mind

We do not offer returns or exchanges for change of mind, wrong choices, or items you no longer wish to keep, unless required by Australian Consumer Law. If your item meets all consumer guarantees, we are not required to provide a refund or replacement for a change of mind. Any discretionary return, exchange, replacement, or store credit is offered at our discretion and will depend on the circumstances.

Consumer Guarantees

Nothing in this policy is intended to replace or limit your rights under Australian Consumer Law. If an item is faulty, damaged, unsafe, not as described or otherwise fails to meet consumer guarantees, you are entitled to a remedy in accordance with the law. The remedy may include a repair, replacement, refund, or another appropriate solution depending on the nature of the issue.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within 7 days of receiving your parcel. We may ask for additional details, photos and supporting information so we can assess the issue properly. All images provided by be reviewed for signs of AI interference or manipulation, and we may request further evidence if needed.

Returns Process

Email us at hello@onceuponabookshop.com.au within 7 days of delivery.

Include your order number, a clear description of the issue, and photos where relevant.

We may request further details or supporting images to help us assess the claim.

If your return is approved, we will provide the return address and next steps.

Please do not send items back before receiving approval from us.

Once the return is received and inspected, we will let you know the outcome and process the agreed remedy within a reasonable time.

 

Condition of Returns

Where a return is approved, items must be returned in their original condition and packaging, where reasonably possible. Please take care to package your items securely so they can travel safely back to us.

Return Postage

If the return is discretionary and not due to a fault or error on our part, return postage is the customer’s responsibility. If the item is faulty, damaged, or incorrect due to our error, we will cover the cost of return postage by sending a return package or arranging collection, depending on the circumstances. The same process applies to damaged books and faulty goods.

Final Sale and Non-Returnable Items

Some items may be marked as final sale or non-returnable in the product description. This may include signed books, made-to-order items, gift cards, and some opened bookish goods such as jewellery or other items that cannot be returned for hygiene or condition reasons.

Remedies

Where an item is faulty, we will generally offer the remedy that best fits the situation, which may include a refund, replacement, or another appropriate resolution. For any discretionary return that we agree to accept, we may offer a replacement, store credit, or refund depending on the circumstances.

Exclusions and Limitations

There may be no remedy if:

-          Damage is from misuse, neglect, alteration, or normal wear/tear

-          The condition of the item is known pre-purchase (eg: damaged/seconds)

-          The wrong item was purchased/ordered (unless our error)

Gifts

We do not offer gift returns or gift exchanges.

Before Initiating a Chargeback

If you believe there is a problem with your order, please contact us first at hello@onceuponabookshop.com.au so we can review the issue and work toward a fair solution. We are committed to resolving genuine faults, damage, delivery issues, or other concerns as quickly as possible. If a chargeback is initiated without first giving us the opportunity to investigate and resolve the matter, we may be limited in how quickly we can assist and may, in some cases, review future ordering activity on the account.

Future Orders

We reserve the right to refuse or cancel future orders where there is evidence of fraudulent activity, repeated abusive behaviour, or misuse of the chargeback process.

Policy Changes

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

Contact

If you need help with a return or refund, please email us at:

hello@onceuponabookshop.com.au