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Last updated: 7 August 2020
Considering a return or an exchange? It sounds like we owe you a “thank you” for ordering from Zookal in the first place! Nothing makes us happier than a legion of happy customers and as such we promise to do our very best to deliver an amazing customer experience every step of the way, including fixing any hiccups!
Read our full returns, exchanges, refunds and cancellations policy below. More information on returns & exchanges is also available in our FAQ.
Important noteReturned items must be sent back to us and received in original, re-salable condition (except for damaged and faulty items). Read our packaging tips to make sure your items travel back to us safely. |
Did you order an item by error? We are happy for you to return textbooks to us within 4 business days of the delivery date as long as items are received at Zookal in their original condition. Once received, we will assess the condition of your items and once approved, release a store credit for you to spend on this website.
Please contact our friendly Customer Support team to organise a Return Authorisation. This will allow us to send you a postage label to return the item free of charge to you.
All second-hand textbooks are marked as "Used" in the product title. Second-hand textbooks are sold "as is" and are in reasonable to good condition. Second-hand textbooks may have been highlighted or annotated and may present small marks. All sales are final, non-refundable, and cannot be returned for exchange or credit.
All items featured in the clearance collection are final sales and products are non-refundable and cannot be returned unless the item is defective or has been damaged during transit.
You can request a refund on eTextbook purchases within 14 calendar days of the original purchase date based on the following (please note that some exceptions may apply):
Exceptions apply to the following publishers: Cengage Unlimited, Penguin Random House, HarperCollins, HarperCollins Christian and Hachette Digital. Please refer to our FAQ article to learn more about exceptions relative to those publishers.
Any title that has been on backorder for 120 days (i.e. 4 months) or longer is eligible for a full refund or store credit. This excludes titles in transit from the supplier past that delay. On rare occasions where we may encounter difficulties to source a title from a supplier, we will proceed to a full refund. An email notification will be sent to the email address you supplied to us at the time of placing your order to inform you. Refunds usually take 2-3 business days to be processed back to your original payment method.