We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, notify us immediately that you would like a return. Please note that returns will need to be made within 14 days after receiving your items and it must meet the suppliers requirements for a return that could be arranged. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. You can always contact us for any return question at admin@booksforcaterpillars.com.

Damages and issues

Please inspect your order upon receipt of the parcel arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will need photographs of the defective or damaged product.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, discounts, promotional offers, or gift cards.

Undelivered items

Items that have not been received by the customer arising from providing an incorrect address can be disputed for a refund. The process begins when the customer alerts us that they have not received their items. We will then open a dispute within the allotted timeframe of 25 business days from the day the customer had created a purchase order. Please provide evidence of your government identification documents such as a passport or drivers license to prove that you are the original purchaser or customer.

Disputes

When a dispute has been opened, we will then notify you of any approved refund. The dispute process can take up to 10 business days or more. If the dispute has been approved for a refund for undelivered items, damaged, defective or missing items, then the refund process will occur and can take up to 10 business days to appear in your original payment method. Please email us if you have not received your refund.

Refunds

Our refund policy allows customers to seek a refund when they have cancelled their order. It can take up to 10 business days for your refund to appear in your original payment method again.

The refund process begins when the customer notifies us that they wish to cancel their placed order. Since we process customer orders within three business days of receiving an order placement, the customer must notify us immediately of any change or cancellation to their paid orders. Our daily cut-off times are on business days between 3:00 to 4:00 pm NZT, Monday to Friday (excluding public holidays and weekends).

Cancelled Order / Refund

In the event that the customer wishes to cancel and notifies us immediately then we may be able to cancel your order on your behalf. We will notify you once we’ve received advice of our payments system that your refund has been processed. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 20 business days have passed since your refund notification, please contact us at our email address on admin@booksforcaterpillars.com.

Exchanges

We do not offer exchanges for products purchased from our website. The fastest way to ensure you get what you want is to save your favourite items in a wishlist or save the items in your cart prior to finalizing a purchase with us.

Last updated: 9th December 2024

Returns & Refund Process