Our approach
We want every order to arrive as described and in usable condition. If an item is wrong, incomplete, damaged, defective, or materially different from its product description, contact us promptly so we can investigate and offer an appropriate remedy.
Report an order problem
For a physical product, notify us within 7 calendar days after delivery. For a digital product, notify us promptly after discovering the issue. Waiting may make courier or file verification more difficult, but we will not refuse a right that applicable law requires us to provide.
Include:
- the order reference and the affected product;
- a clear description of the problem;
- photographs of the item, packaging, shipping label, or defect where relevant; and
- the email address or phone number used for the order.
Start a request through our contact page. Do not send a physical item until customer care confirms the return instructions and destination.
Physical products
A physical product may qualify for replacement, exchange, repair where appropriate, or refund when it is defective, damaged in transit, incomplete, incorrect, or materially misdescribed. Keep the product, accessories, invoice, and original packaging in reasonable condition while we review the request.
Unless required by law or explicitly offered on the product page, we generally cannot accept a change-of-mind return for a book or learning product that has been used, marked, personalised, copied, damaged after delivery, or returned incomplete.
Digital products
Because digital products can be accessed or copied immediately, a change-of-mind cancellation is generally unavailable after access or download. We will investigate and, where appropriate, replace, repair, or refund a digital product that:
- is corrupt, inaccessible, or incompatible with the specifications stated before purchase;
- is the wrong file or materially different from its description;
- was charged more than once for the same order; or
- cannot be supplied.
We may ask you to try reasonable troubleshooting steps. This does not affect a mandatory legal remedy.
Cancelling an order
You may ask to cancel a physical order before dispatch. We will confirm whether cancellation is still possible. Once handed to a delivery partner, the order normally follows the return process. A digital order may not be cancellable once access has been granted.
Wishloom Books may cancel an order if a product is unavailable, a payment cannot be confirmed, pricing or product information contains a material error, delivery is not reasonably possible, or fraud/security checks require cancellation. Any captured amount for a cancelled item will be returned using an appropriate method.
Review and return process
- Submit the request with the evidence described above.
- Customer care reviews eligibility and may ask focused follow-up questions.
- If a physical return is approved, follow the provided packing and delivery instructions.
- We inspect the returned product where necessary and confirm the outcome.
Do not return an item using cash-on-delivery unless we have expressly agreed to it.
Refunds
Approved refunds are initiated to the original payment method where supported, or through another agreed method when the original channel cannot receive a refund. We will tell you when the refund has been initiated. The time before funds appear may depend on the payment provider or financial institution.
Shipping or return costs are handled according to the reason for the return, applicable law, and the instructions issued by customer care. We do not deduct a fee where doing so would conflict with a mandatory consumer right.