Returns & Refunds

We want you to love your Chapter Box. If something’s not right, here’s how returns and refunds work.

Change-of-mind returns

  • Condition (curated boxes): please return all items in original, re-saleable condition. New books must be unread; pre-loved books should be returned in the same excellent, gift-worthy condition we sent.

  • Process: email hello@chapterbox.com.au for return instructions before shipping anything back.

  • Refund timing: refunds are processed 3–5 business days after we receive and inspect the return.

  • Accepted within 14 days of delivery.

  • Items must be unopened, unused, and in original packaging.

  • Return shipping is at the buyer’s expense.

  • Once received and inspected, we’ll refund the product price to your original payment method (excludes original shipping).

Faulty, damaged, or incorrect items

  • If your order arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery with photos.

  • We’ll replace or refund at no cost to you, including return shipping if needed, in line with your rights under the Australian Consumer Law (ACL).

What can’t be returned

  • Gift cards and digital products

  • Items marked Final Sale

  • Opened/used items or boxes missing original components

  • Pre-Loved books may show light wear; returns are only accepted if the item is misdescribed or damaged in transit.

Duplicates (already own the book)

If you receive a title you already own, email hello@chapterbox.com.au within 7 days with your order number and a photo. We do our best to avoid duplicates using your Exclusions notes; if a duplicate slips through, we’ll work with you on a solution (options may include a replacement in a future order or store credit, at our discretion).

Add-ons ordered alone

Bonus Chapter (second surprise book) is fulfilled only with a New Chapter Book Box. If purchased alone by mistake, we’ll refund it to your original payment method.

How to start a return

  1. Email hello@chapterbox.com.au (or use our Contact page) with your order number and reason for return.

  2. We’ll reply with return instructions (and a prepaid label if applicable).

  3. Pack items securely to avoid damage in transit.

Refund timeline

  • Refunds are processed within 5 business days of receiving your return. Your bank may take additional time to post the credit.

Exchanges

  • If you prefer an exchange, let us know in your email—we’ll confirm stock and next steps.

Australian Consumer Law

Nothing in this policy limits your rights under the ACL. You’re entitled to a repair, replacement, or refund for major failures and to compensation for other reasonably foreseeable loss or damage.

Questions? Reach us at hello@chapterbox.com.au.