This policy applies to Bookworm Club (VIP) members. For the standard policy, see “Refunds Policy.” For VIP return windows and label rules, see “Returns for VIPs.”
Summary
Refunds at a Glance (VIP)
- Priority processing: VIP returns are reviewed first—refunds are issued 3–5 business days after processing.
- Refund to original method or store credit: Store credit is available immediately after processing.
- One free prepaid return label per month for eligible domestic returns; additional labels may be deducted from the refund.
- Condition Guarantee: If a book’s grade is below listing, we’ll replace it (if available) or issue a 20% credit.
Eligibility for a VIP Refund
- Your VIP membership must be active when you initiate the return.
- Item is returned within the VIP window and in the same condition received with all components.
- Final‑sale items and some third‑party marketplace listings are not refundable.
- Damaged/incorrect items reported within 7 days are fully covered by us.
Refund Methods
- Original payment method: Back to the card/wallet/account used at checkout.
- Store credit: Posts instantly once your return is processed—great for quick reorders.
- Gift orders: We can issue store credit to the recipient or refund the original method (when permissible).
- Multi‑payment orders: We refund proportionally to each method (gift card portion back to an e‑gift card).
Refund Timelines
| Method | When We Issue It | When You’ll See It | Notes |
|---|---|---|---|
| Store credit | Immediately after processing | Instant | Available at checkout in your account |
| Credit/debit card | Within 3–5 business days after processing | 1–5 business days (bank dependent) | Posting speed depends on your bank |
| PayPal | Within 3–5 business days after processing | Instant–3 business days | Appears in your PayPal account |
| Apple Pay / Google Pay | Within 3–5 business days after processing | 1–5 business days | Back to the underlying card |
| Gift card | Immediately after processing | Instant | Returned to an e‑gift card |
How Refunds Are Calculated
- Item price paid (after discounts) minus any applicable return shipping or fees (see Deductions) = refund.
- Bundles/promos: If you return part of a bundle or multi‑buy deal, we prorate discounts so kept items reflect full price.
- Exchanges: If you choose an exchange, we adjust your order instead of issuing a refund; outbound shipping for replacements is covered for VIPs when the issue was ours.
Using Your VIP Free Return Label
- One free label per calendar month for eligible domestic returns; select “Use my VIP free return label” at checkout in the returns portal.
- One parcel: The free label covers a single package; include multiple items from the same order if you like.
- Rollover: Unused free labels don’t roll over to the next month.
- International: VIPs receive discounted labels where available; the free‑label perk is domestic‑only.
- Our error: If we sent a damaged/incorrect item, that prepaid label is covered by us and doesn’t count against your monthly VIP label.
Deductions & Non‑Refundables
- Return label cost: Beyond your one free VIP label that month, additional prepaid labels may be deducted from the refund unless the return is due to our error.
- Original shipping: Non‑refundable unless we were at fault (damaged/incorrect/DOA).
- Duties/taxes (international): Generally non‑refundable; check with local customs. We’ll provide documentation if needed.
- Item condition: Items returned in worse condition than received may receive a partial refund or be declined per policy.
Rewards, Points, and Promo Codes (VIP)
- Points reversal: Rewards earned on refunded items—including 2x VIP points—are reversed proportionally.
- Used points: Any points you redeemed are returned to your balance when the refund is processed.
- Promo codes: Discount value is applied across returned items pro‑rata; expired codes aren’t reinstated.
- Condition Guarantee credit: For below‑grade condition cases, we’ll provide a 20% credit or a replacement if available.
Special Cases
- Damaged/incorrect on arrival: Report within 7 days with photos; we’ll issue a prepaid label (doesn’t use your monthly free label) and provide a replacement or full refund.
- Lost return in transit: If you used our label, contact support with tracking; we’ll investigate with the carrier.
- Refused/undeliverable packages: Once received back, we refund the item price; original shipping isn’t refundable unless the issue was our error.
- Late returns: If you’re just outside the window, reach out—we prioritize VIP flexibility when possible.
FAQs
Do VIP refund perks apply if I cancel my membership?
VIP perks apply if your membership is active when you initiate the return. After cancellation, standard policies apply.
Can I get more than one free label in a month?
The free‑label perk is limited to one per calendar month. Additional returns that month may have label costs deducted unless we were at fault.
Are outbound shipping costs refunded?
Original shipping isn’t refundable unless we were at fault. For exchanges due to our error, we cover outbound shipping for the replacement.
How are multi‑payment refunds handled?
Refunds are issued proportionally to each method used (e.g., part to e‑gift card, remainder to your card).
Where can I check if I’ve used my free VIP label this month?
In the returns portal under VIP Benefits → Label status on the return creation screen. It shows “Available” or the date it was last used.
What about international VIP refunds?
Refunds are issued in your original payment currency. Exchange rates and bank fees vary. VIPs get discounted return labels where available; the free‑label perk is domestic‑only.
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