Returns and Refunds Policy

Change of mind

Many of our titles are limited editions that sell out. Accepting change-of-mind returns would mean other readers missed out on books someone didn’t end up keeping, so we don’t accept returns or refunds for change of mind, including pre-orders. If a publisher cancels a title, we’ll always refund it in full.

Damaged or faulty books

We inspect every book before it’s packed, and we pack each one with care. Occasionally, though, something gets missed or damaged in transit. If that happens, we’ll put it right.

How to make a claim: email us at hello@thegrimoire.co.nz within 14 days of delivery. Please include:

• your order number
• photos of the damage
• measurements of the damaged area
• a short description

What happens next: we’ll review your claim and get back to you. If it’s approved, we’ll arrange a replacement or a refund. We may ask you to return the book, and if we do, we’ll cover the return postage.

What we generally treat as damage

• Split spine
• Torn or missing pages that affect readability
• Tears, cuts or large scratches over 1cm on the front cover or dust jacket
• Heavy creasing on the dust jacket of 20mm or more
• Crushed edges, corners or dents of 15mm or more
• Manufacturing defects, such as large areas of missing foil or missing embossing
• A missing author signature on a signed edition

What we generally consider normal wear

• Loose dust jackets
• Light scratches, scuffs or white spots on the back or edges of the book
• Dust jacket creasing under 20mm
• Minor fading or small areas of missing foil, including on foiled edges
• Slightly blurred or misaligned sprayed, stencilled or digital edges
• Slightly wavy pages or minor page bleeding

Some finishes naturally show more wear from printing. Metallic edges and jackets scratch easily, cutting marks can show under sprayed edges, and tip-ins may sit slightly off-centre.

These lists are a guide only and are based on the standards publishers use to assess damaged stock. Every claim is reviewed individually, and we’ll always take your circumstances into account.

Missing parcels

If your parcel hasn’t arrived within 7 days of the estimated delivery date, email us with your order number and we’ll investigate with the courier.

If tracking shows your parcel as delivered but you can’t find it, check around your property and with neighbours first, then contact us. We’ll lodge a claim with the courier and work with you on a resolution.

Refunds

Approved refunds are paid to your original payment method within 10 business days. Your bank may take a few extra days to process it. If it’s been more than 15 business days since your refund was approved, please contact us.

Your rights

Nothing in this policy limits your rights under the Consumer Guarantees Act or the Fair Trading Act.

Contact

Questions about returns or damage? Email us at hello@thegrimoire.co.nz.