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Sales & Returns Information

All prices are listed in Australian Dollars

PLEASE NOTE: As KMD Group Bookstore is an online bookstore; our primary means of communication with you will be via the email address listed on your KMD Group Bookstore account. KMD Group Bookstore will not be held responsible for any missed communication due to the email address being incorrect. If you have more than one email address, please check all email accounts before contacting KMD Group Bookstore. We love talking to you but want to ensure that we are productive and our bookstore elves are working their magic.

Changing or cancelling orders

In the first instance, if you have an issue with your order then please contact KMD Group Bookstore Customer Care as soon as possible.

Changes to orders, including cancelling because of an error or for a change of mind, are possible only for a limited time before your order begins processing in our warehouse for In Stock items, or begins processing at our supplier for all other items.

The cut off to make changes to an order or a cancellation is 24 hours. Adding or substituting items on an order is not possible after these times and a new order will be required to be placed. Note we are unable to combine multiple orders. (sorry about this)

Any addition or substitution may cause a change in the shipping time frame for that order so please be aware of the advised shipping time for added or substituted items.

In Stock items are marked with the ‘In Stock’ symbol on the product’s listing on the KMD Group Bookstore website, whilst other products will advise a shipping time frame allowing for our supplier to fulfil the product to us.

A refund is only possible if changes or cancellations are requested prior to the above advised cut off times. At KMD Group Bookstore’s absolute discretion we may offer a store credit for a cancellation accepted outside of these terms.

Note that a cancellation for a change of mind is not possible for the following product types:

  • Gift Certificates
  • eBooks
  • Audiobooks
  • Bulk Orders where special pricing and/or product sourcing
    has been provided with Firm Sale terms
  • Print on Demand titles where a Firm Sale has been advised

Returns Policy

This policy does not limit the rights you are entitled to under Australian Consumer Law.

If there is a problem with any of the items received for your order then the KMD Group Bookstore Customer Care team is available to help you.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you have received an item that is incorrect, damaged or faulty please contact us as soon as possible from the time the delivery was made. KMD Group Bookstore will require evidence of the issue and may require you to return the item for assessment.

KMD Group Bookstore may provide means to return an item at no cost to you or offer an alternate remedy. If an item is required to be returned (at no cost) it must be packed securely to prevent movement inside the package and ensuring the package is firmly enclosed.

Before returning anything you must contact KMD Group Bookstore Customer Care.

KMD Group Bookstore is not obligated to accept a return for a change of mind. If we do accept a change of mind return then you must pay return postage and will only be entitled to a store credit, excluding the cost of shipping, for the approved returned item.

All returns must be packed securely to prevent movement inside the package and ensuring the package is firmly enclosed.

Returned items for a change of mind must be received at KMD Group Bookstore in new and re-saleable condition (except where a damaged item has been accepted for return).

Where an item is returned for a change of mind without KMD Group Bookstore’s approval, or has not been packed securely, or is not in a new or re-saleable condition when it arrives at KMD Group Bookstore’s Distribution Centre, KMD Group Bookstore is not obligated to provide a refund or store credit and the item may be returned to you. We will contact you to advise of the return status.

Store credits and refunds for an approved return will only apply to the item returned and will not cover any return postage costs or your original shipping charge.

A return and refund for a change of mind is not possible for the following product types:

  • Gift Certificates
  • eBooks
  • Audiobooks
  • Bulk Orders where special pricing and/or product sourcing
    has been provided with Firm Sale terms
  • Print on Demand titles where a Firm Sale has been
    advised

 

Any title that has been on order for 60 days (ie: 2 months) and the customer no longer wishes to wait then a refund (or store credit if preferred) will be offered only if the title is not in transit from the supplier. This does not include items that are Pre- Orders. KMD Group Bookstore reserves the right to cancel unsent backorders if we think the item will not arrive from the supplier. This policy does not apply to eBooks or Gift certificates, which are supplied instantly.

Digital Content

KMD Group Bookstore acts as a Licensee (or Agent) of the Publisher to provide the Digital Content to the Customer. When purchasing Digital Content the Customer acquires a license to access the Digital Content as provided to KMD Group Bookstore and the Customer by the Publisher.

Once a Customer accesses or downloads any Digital Content that they purchase, they no longer have the right to cancel their purchase of that Digital Content.

KMD Group Bookstore’s obligations to the Customer with regards to supply of the Digital Content is fulfilled when the Digital Content is downloaded. It is your responsibility not to lose, destroy, or damage Digital Content once downloaded.

If you experience any difficulty accessing or using the digital content, or a technical issue, then please contact KMD Group Bookstore Customer Care as soon as possible for assistance. You must take reasonable endeavours to follow the instructions provided and any guidance provided by KMD Group Bookstore’s Customer Care to access the Digital Content. In the event that the Digital Content is defective or faulty the Customer is entitled to a refund.

KMD Group Bookstore and the Publishers of Digital Content reserve the right to change, suspend, remove or disable access to any Digital Content, products, or other materials comprising a part of a digital service at any time, in good faith, with reasonable prior notice. If the change to the Digital Content materially reduces your rights, you may be entitled to a pro rata refund based on the extent of the reduction of your rights.

The Publishers may at any time withdraw or remove Digital Content and make no guarantees that Digital Content will continue to be made available for access. In this circumstance, KMD Group Bookstore will take reasonable endeavours to notify Customers prior to the withdrawal or removal of that Digital Content.

Customers may be able to re-download previously acquired Digital Content to their devices. Content may not be available for re-download if that Content is no longer offered on our Services. If the Customer has purchased but has not yet downloaded the Digital Content that is no longer offered on our Services, KMD Group Bookstore will refund the Customer for that Content within the 30 days from the date when that Content was removed from our Services.

The Publisher of the Digital Content is solely responsible for the Digital Content and any claims or warranties relating to it.

Terms of Use of Digital Content:

  1. Digital Content may not be copied, shared or otherwise distributed.
  2. Content is available for personal use only.
  3. Restrictions on downloads to Customer devices accessing the Digital Content may apply.
  4. Applicable use is within relevant Laws.
 

KMD Group Bookstore and the Publisher of the Digital Content reserve the right to enforce applicable Terms of Use relating to the Digital Content.

Delivery Expectations

In Stock at the KMD Group Bookstore Warehouse
Items that are in stock at the KMD Group Bookstore Warehouse will state in stock and will generally ship within 2-5 business days. Occasionally stock runs out before the website is updated and you will be notified if you have been affected. Please note that if your order is placed during a “sale” period, dispatch time for ‘in stock’ items can be delayed due to increased volume of orders.

Items Not In Stock at the KMD Group Bookstore Warehouse

Items that are NOT in stock at the KMD Group Bookstore Warehouse will need to be ordered from the supplier. Any title that does NOT feature an ‘in stock’ notice on the product information page of the individual title will need to be ordered from the supplier.

With a large catalogue on our website we are not able to keep stock of all titles, and the title you are seeking may have to be ordered in from an Australian, UK or USA supplier. Each item you order may have different delivery expectations depending on availability. Please also note that to offer the widest range of items online we rely on information provided by the publishers and distributors. Our website is updated daily but titles can and do sometimes become temporarily unavailable whilst reprinting, or they may go out of print without prior notice from the publisher. If an item in your order is affected then KMD Group Bookstore staff will contact you  via email to inform you of the delay and your order will be updated with the relevant information.

How long will it take to deliver this title to you?

  1. After you place your order we will research where best to source this title.
  2. You will be sent an email once your order has been processed
  3. If delivery times are not suitable then you have 1 business day to contact KMD Group Bookstore to discuss faster delivery options. If KMD Group Bookstore are unable to fast track the delivery of this title for you then you have the option to cancel for a full refund. After 1 business day your order is a firm sale.

 

DELIVERY EXPECTATIONS:

  1. eBooks and Gift Certificates are delivered instantly.
  2. Most of KMD Group Bookstore’s titles are dispatched from our warehouse within 2 to 14 business days.
  3. Some titles are yet to be published so please pay attention to the predicted publish date when ordering and MORE IMPORTANTLY please check if there are other editions that are already published.
 

In all instances we will notify you of delivery times for each title with the information we have at the time of processing your order as discussed above. Please also add the appropriate number of days it may take for Australia Post for Australian orders or FedEx/NZ Mail for international orders to deliver to you from Perth, WA.

Stock on hand at the KMD Group Bookstore warehouse will be shipped the next business day if there are no other items that are waiting for delivery from KMD Group Bookstore suppliers.

Please note that if your order is placed during a “sale” period, dispatch time for ‘in stock’ items can be delayed due to increased volume of orders.

How will I know if my order has been dispatched?

An automated ‘shipped’ email will be sent once your order has been dispatched from our warehouse.

Customers who enter addresses that Australia Post have deemed having incorrect and/or insufficient details to ensure delivery may result in the following:

  • Delayed delivery
  • Lost parcel
  • Package/s returned to the KMD Group Bookstore

    Warehouse

If KMD Group Bookstore is found to be responsible for incorrectly addressing a package then KMD Group Bookstore will be responsible for the resending, replacement or refund of the items not delivered or delayed, including any further cost of packaging and delivery.

Any package returned to KMD Group Bookstore due to the above incorrect and/or insufficient information supplied by the customer will require an extra delivery charge of $9.99 to be dispatched again to the customer (using new delivery information to be confirmed by the customer). Also, if KMD Group Bookstore has incurred extra fees to retrieve the package from Australia Post due to above incorrect or insufficient information supplied by the customer, then these charges will also be the responsibility of the customer and must be paid before the package can be dispatched again.

Any shipment that is materially delayed or lost and is found to have had incorrect and/or insufficient details provided by the customer will not be covered by KMD Group Bookstore. NO REFUNDS and NO STORE CREDITS are applicable.

If the package has the correct delivery information and is ‘lost’ by Australia Post, KMD Group Bookstore will replace the items (at KMD Group Bookstore’s cost) only after you have checked with your local Post Office as per the information in the Help Centre section of the website or, issue a store credit if the replacement copies will not arrive in time. If KMD Group Bookstore is unable to source a replacement copy due to the title no longer being available for whatever reason, a refund will be processed for the unavailable title. If your package has not arrived after six (6) weeks of receiving the automated ‘shipping’ email, you must contact KMD Group Bookstore within 30 days after that six weeks period to report a ‘lost’ package otherwise no store credit or refund (if applicable) will be available..

Orders with multiple items

Customers with more than one item may be sent their items in multiple shipments. KMD Group Bookstore holds on to items for up to 6 business days after the first item has been allocated to the order to include as many items in one shipment as possible. Customers shipping to addresses in Australia pay a one off fee of $9.99 for as many shipments required per order. If you require items to be sent before the 6 business day time frame, an additional postage charge of $9.99 will apply. You can request items to be sent sooner by contacting the KMD Group Bookstore Customer Care Team. Overseas orders see below.

Overseas orders

All overseas orders are consolidated to one delivery

If a Fed-Ex/UPS service does not deliver to your specified address we reserve the right to cancel your order before it is processed.

Completion of an order & outstanding items

An order will be complete when either of the following occurs (i) all items were sent and delivered (ii) the order has been cancelled during the cooling-off period (iii) the customer nominated to pay by cheque, money order or bank transfer and the monies were never received by KMD Group Bookstore within 60 days of the date of the order and the unprocessed order was cancelled (iv) the customer received some items but nominated to get a credit or refund for the remaining amount (v) KMD Group Bookstore could not charge the credit card and the unprocessed order was cancelled (vi) the remaining items that are yet to be delivered in the order are no longer in print or available through KMD Group Bookstore’s suppliers any more (vii) more than 120 days have passed since monies have been received on an order and KMD Group Bookstore was unable to source the title(s) and if so then the customer will receive a refund for the amount of the cancelled item, unless the customer wishes to wait longer for such title to become available. The ONLY exception applies to items Pre-Orders where the 120 days commences from the publish date.

Using our website

KMD Group Bookstore Pty Ltd keeps all personal information submitted in the strictest confidence. The information is kept on a secure server and is only used to process orders from KMD Group Bookstore. This information will not be released to anyone other than necessary to fulfill your order. In some instances KMD Group Bookstore Pty Ltd’s suppliers will fulfill directly to you, the customer, to improve delivery times and your contact information is kept in the strictest confidence. We will not rent or sell your personal information to any third party outside of KMD Group Bookstore Pty Ltd without your permission.

Third-Party Service Providers: KMD Group Bookstore may provide the service providers that deliver packages with your email address and/or mobile phone number ONLY to provide customers up to date delivery tracking of dispatched orders.

The information contained on the KMD Group Bookstore website may contain technical inaccuracies or typographical errors. All liability of KMD Group Bookstore howsoever arising for inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

We hope that your shopping experience with us is a positive one. Please know that we will endeavour to get your order to you in a timely manner. We are here to help should there be any unforeseen issues. Please contact queries@kmdbookstore.com