Return and Refund Policy

Last updated: 1 November 2026

This policy applies to purchases from Palmleaf Books, operated by PALMLEAF PTY LTD.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Change-of-mind returns

Palmleaf Books does not provide returns, exchanges or refunds when a customer:

• Changes their mind
• Orders the wrong title, ISBN, edition, language, binding, format or quantity
• No longer wants or needs the product
• Finds the product available elsewhere at a lower price
• Does not carefully review the product information before ordering

Please check the title, author, ISBN, edition, language, binding and format before completing your purchase.

This change-of-mind restriction does not apply when a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise covered by Australian Consumer Law.

Faulty, damaged or incorrect products

Please inspect your order following delivery. Contact us as soon as reasonably possible if a product:

• Arrives damaged
• Is faulty or defective
• Is not the product you ordered
• Has missing components
• Does not meet the acceptable-quality requirements
• Is materially different from its description
• Is not fit for a purpose disclosed before purchase

Email refund@palmleaf.com.au and provide:

• Your full name
• Your order number
• The affected title and ISBN, if available
• A clear description of the problem
• Photographs of the product, packaging and delivery label, where relevant

Photographs help us assess the issue efficiently but do not limit your rights under Australian Consumer Law.

Please retain the product and its packaging until we provide instructions.

Australian Consumer Law

Products purchased from Palmleaf Books come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure, you may be entitled to choose between a refund or replacement.

If a product has a minor problem, Palmleaf Books may choose an appropriate remedy, such as a replacement, repair or refund. If the problem cannot be resolved within a reasonable time, you may be entitled to another remedy under Australian Consumer Law.

Depending on the circumstances, you may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.

No time limit stated in this policy restricts your rights under Australian Consumer Law.

Proof of purchase

We may request reasonable proof that the product was purchased from Palmleaf Books. Proof may include:

• An order confirmation
• A receipt or tax invoice
• A bank or payment-provider statement
• Another record that reasonably identifies the transaction

Original packaging is not required when exercising rights relating to a faulty product. However, please retain the packaging where possible, particularly when reporting delivery damage.

Sale and clearance products

Sale, promotional and clearance products are not eligible for change-of-mind returns.

They remain protected by Australian Consumer Law. You may still be entitled to a remedy if a sale or clearance product is faulty, damaged, incorrectly supplied or materially different from its description.

A fault or imperfection specifically disclosed before purchase and reflected in the product’s price may not qualify as a fault in relation to that disclosed issue.

Digital products and gift vouchers

We do not provide change-of-mind refunds for:

• Ebooks
• Digital downloads
• Other digital products
• Gift cards
• Digital gift vouchers

This includes digital products that have already been delivered, accessed or downloaded.

This restriction does not remove any rights available under Australian Consumer Law, including where digital content is faulty, cannot be accessed because of a problem attributable to us or is materially different from its description.

Preorders

Contact us as soon as possible if you want to cancel a preorder.

Cancellation is not guaranteed after the preorder has been submitted to a publisher or supplier or has otherwise entered processing.

If a preorder is cancelled by the publisher, becomes unavailable or cannot be supplied, we will contact you and offer an appropriate option, which may include:

• Waiting for a revised release date
• Selecting an alternative product
• Receiving a refund for the unavailable product

Your rights under Australian Consumer Law continue to apply.

Special-order and print-on-demand titles

Special-order titles—including print-on-demand, imported-on-request and indent titles—are sourced or produced specifically for each customer.

These products cannot be cancelled or returned for change of mind after sourcing or production has begun.

This restriction does not apply when a product is faulty, incorrectly supplied, materially different from its description or otherwise covered by Australian Consumer Law.

Return authorisation

All returns must be approved before being sent.

To request a return, email refund@palmleaf.com.au with your order number and details of the problem.

If a return is required, we will provide:

• Return instructions
• The correct return address
• Any applicable postage instructions

Do not send a product to Palmleaf Books, a publisher, distributor or supplier without authorisation.

Preparing an approved return

An approved return should be packaged carefully so that the product is not damaged while being transported.

Please use suitable protective materials, such as firm cardboard and appropriate padding. The product should be held securely inside the parcel and protected from bending, moisture and movement.

Damage caused during return transit because of insufficient packaging may affect the available remedy to the extent permitted by law.

Nothing in this section restricts any rights available under Australian Consumer Law.

Return postage

If we confirm that a product has a problem covered by Australian Consumer Law, Palmleaf Books will reimburse reasonable return-postage expenses or provide an appropriate return method.

Please use a reasonable tracked service and retain your postage receipt. Premium or express return postage will not be reimbursed unless approved in advance.

If an assessment reasonably determines that the product is not faulty or otherwise covered by Australian Consumer Law, return and redelivery expenses may remain the customer’s responsibility where legally permitted.

Refunds

When a refund is approved:

• The refund will normally be returned to the original payment method.
• Palmleaf Books will aim to process it within 10 business days.
• Your bank or payment provider may require additional processing time.
• You will receive confirmation after the refund has been processed.

Where an assessment is reasonably required, refund processing may begin after we receive and assess the returned product.

Contact us

Palmleaf Books
Operated by PALMLEAF PTY LTD
Returns email: refund@palmleaf.com.au

Please include your order number in all return and refund correspondence.