Refund policy

Returns and Refunds Policy

We want you to be happy with your purchase from Living Ink Bookstore. This policy explains what to do if there is a problem with your order or you change your mind.

Damaged, faulty or incorrect items

If a book arrives damaged, is faulty, does not match its description, or is not the item you ordered, please contact us at hello@livinginkbooks.co.nz as soon as reasonably possible.

Please include:

Your name and order number
A description of the problem
Photographs showing any damage, where applicable

Depending on the circumstances, we will provide an appropriate remedy, which may include a replacement or refund. We will also cover reasonable return-delivery costs when the item is faulty, damaged or incorrectly supplied.

Your rights are protected by the New Zealand Consumer Guarantees Act 1993. Nothing in this policy limits those rights.

Change-of-mind returns

We accept change-of-mind returns when:

You contact us within 14 days of receiving your order
The book is unread, unmarked and undamaged
The book is returned in its original, resaleable condition
You provide your order number or other proof of purchase

You are responsible for the cost and safe delivery of a change-of-mind return. We recommend using tracked delivery, as we cannot refund an item that does not reach us.

Once we receive and inspect the returned book, we will refund its purchase price to the original payment method. Original delivery charges are not refundable unless the entire order was faulty, damaged or incorrectly supplied.

Please contact us before returning anything so that we can provide the correct return address and instructions.

Items that cannot be returned for change of mind

Unless required by law, we cannot accept change-of-mind returns for:

Clearance or final-sale items
Gift cards
Ebooks, digital downloads or other digital products once accessed or downloaded
Books that have been read, marked, damaged or are no longer in resaleable condition
Special-order or personalised products

These exclusions do not apply when an item is faulty, incorrectly described or otherwise fails to meet the guarantees required by New Zealand law.

Refunds

Approved refunds will be made to the original payment method. Please allow 10 business days after approval for the refund to appear, depending on your bank or payment provider.

Delivery charges will only be refunded where required by law or where we have supplied the wrong item.

Exchanges

Because some of our books are available in limited quantities, we cannot guarantee that a replacement will be in stock. If a replacement is unavailable, we will offer an appropriate refund.

Cancelling an order

If you wish to cancel an order, contact us as soon as possible. If it has not yet been dispatched, we will cancel it and provide a refund. If it has already been dispatched, it will be treated as a change-of-mind return unless the item is faulty, damaged or incorrectly supplied.