Refund policy

REFUND AND RETURNS POLICY

At Sur Books, we comply with the Australian Consumer Law (ACL).

1. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

You are entitled to a replacement or refund if a product:

  • is faulty or damaged

  • is not of acceptable quality

  • is not as described

These rights apply regardless of any timeframe stated in this policy.

Nothing in this policy limits your rights under Australian Consumer Law.

2. DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order upon delivery.

If your item is:

  • damaged

  • faulty

  • incorrect

you must contact us as soon as reasonably possible at:
hello@surbooks.com.au

To assess your claim, we may require:

  • your order number

  • a description of the issue

  • clear photographic evidence

Once the issue is confirmed, we will offer:

  • a replacement, or

  • a full refund

Sur Books will cover reasonable return shipping costs for confirmed faulty or damaged items.

3. LOST OR MISSING ORDERS

If your order does not arrive:

Please note:

  • investigation timeframes may vary depending on the carrier

  • we may require a reasonable period to complete the investigation

Once the issue is confirmed, you may choose between:

  • a replacement, or

  • a full refund

4. CHANGE OF MIND

We do not accept returns or offer refunds for change of mind.

Please choose carefully before purchasing.

5. RETURN CONDITIONS (WHERE APPLICABLE)

Where a return is required (for faulty or incorrect items):

  • the item must be returned in the condition it was received

  • packaging should be included where reasonably possible

Returns must be approved before being sent.

Items returned without prior approval may not be accepted.

6. PRODUCTS SOURCED INTERNATIONALLY

Some books are sourced from overseas (including Spain, Argentina and other countries).

As a result:

  • delivery times may vary

  • customs delays may occur

  • editions, covers or formats may differ between regions or print runs

These differences do not constitute faults.

7. NON-RETURNABLE ITEMS

We do not accept returns for:

  • change of mind

  • items that are not faulty or damaged

Sale items and gift cards are non-returnable unless required under Australian Consumer Law.

8. REFUND PROCESS

Once a return or claim is approved:

  • refunds will be issued to the original payment method

  • processing times may vary depending on your bank or payment provider

We will notify you once your refund has been processed.

9. EXCHANGES

We do not offer direct exchanges.

If a replacement is required, we will send a replacement item where appropriate. Otherwise, you may place a new order.

10. MISUSE AND CLAIMS

We reserve the right to refuse a refund or return where:

  • the product has been misused

  • the claim is inconsistent with the condition of the item

  • insufficient evidence is provided

11. CONTACT

For all return or refund enquiries, contact:
hello@surbooks.com.au