Returns & Refunds Policy

01 Your return window

You may return an eligible item within 10 days of purchase. The clock starts on the date your order is delivered, or on the date of collection where you picked the order up in person.

Requests made after 10 days can still be considered at our discretion — particularly where a manufacturer defect only becomes apparent later — but they are not guaranteed. Contact us and we will do our best.

02 Condition of returned items

Your item must be in its original, unused condition to be returned, unless there is a manufacturer defect. That means:

• Books unmarked — no writing, highlighting, folded pages or broken spines;
• Workbooks, activity books and colouring books with no completed pages;
• Stationery, electronics, games and toys unused and complete, with all parts, manuals and accessories;
• Original packaging, tags and shrink-wrap intact where practical.

Items that have been worn, marked, used or altered cannot be accepted.

03 Items we cannot accept back

Some items cannot be returned once opened or delivered:

• Opened software, music and video games, including anything with a licence key or activation code;
• Opened ink and toner cartridges, once the seal or vacuum pack has been broken;
• Digital downloads, because delivery is instant and the file cannot be returned;
• Completed printing, copying, binding or laminating work, which is produced to your specification;
• Clearance and final-sale items, where clearly marked at the time of purchase;
• Special-order titles brought in specifically for you, unless defective or incorrectly sourced.

This does not affect your statutory rights where an item is faulty, not as described, or not fit for purpose.

04 Pre-loved and used books

Used books are sold in the condition described on the product page, and every one is inspected by our team before it is listed. Normal signs of previous ownership — light shelf wear, a softened spine, a previous owner’s name — are not defects.

If a used book arrives in materially worse condition than described, that is our error: tell us within 10 days and we will replace it or refund you in full, with no restocking fee and no return shipping cost to you.

05 Restocking fee and shipping costs

A 10% restocking fee applies to returns and is deducted from your refund. Original delivery charges are non-refundable.

The restocking fee is waived entirely when the item is defective or damaged in transit, when we sent the wrong item or edition, or when you are exchanging rather than refunding.

Who pays return shipping? Bookzilla covers it when the return results from our error. Where the return is for any other reason, such as a change of mind, return shipping is at your expense.

06 How to start a return

Please do not send an item back before contacting us — unauthorised returns may be refused.

1. Request a return authorisation number. Email bookzillaja@gmail.com, WhatsApp us, or use the contact form — you can attach photos directly to it. Include your order number, the item and the reason. We will reply with an RA number.
2. Pack the item securely. Include a signed note stating the reason, quote the RA number clearly on the outside of the parcel, and attach a copy of your receipt or order confirmation.
3. Send it to our returns department. We confirm the current returns address when we issue your RA number. Customers in and around May Pen are welcome to drop off instead — just ask.

07 Exchanges

Prefer a different title, edition or size? Exchanges are straightforward and incur no restocking fee.

The same 10-day window and condition requirements apply. Where the exchange is due to a Bookzilla error we cover shipping both ways. Where you are changing your mind, you cover returning the original and we cover sending the replacement.

If the replacement costs more we will invoice the difference; if it costs less we refund the balance to your original payment method.

08 Damaged, defective or incorrect items

If something arrives damaged, defective, or simply isn’t what you ordered, we treat it as a priority.

• Tell us within 48 hours where damage is visible on arrival, and within the 10-day window for defects that appear in use;
• Send photographs of the item and, where relevant, the outer packaging — the contact form accepts attachments;
• We arrange a replacement, an exchange or a full refund — your choice;
• You pay nothing. No restocking fee, and we cover return shipping.

Please keep the packaging until the matter is resolved, as carriers sometimes require it for a claim.

09 How and when refunds are processed

Once your return arrives and passes inspection, refunds are processed within 10 business days of the return being delivered to us.

• Card payments — refunded to the same card; your bank may take a further 3–10 business days to show the credit;
• Bank transfers — refunded to the originating account, or one you nominate in writing;
• Cash on delivery — refunded by bank transfer, or as store credit if you prefer.

Store credit is always available as an alternative and is issued immediately on inspection, with no restocking fee deducted.

10 International returns

Customers in the United States, Canada, the United Kingdom and elsewhere are covered by this policy on the same terms, with two practical differences:

• Return shipping to Jamaica is at your expense unless the return is due to our error, and we recommend a tracked service;
• Original international shipping charges, customs duties and import taxes are not refundable, as these are levied by third parties.

Contact us before returning an international order — a partial refund or a credit on your next order often works out better for everyone than shipping an item back across the water.

11 Cancelling an order before it ships

Changed your mind quickly? If your order has not yet been dispatched, contact us and we will cancel it and refund you in full, with no restocking fee.

Because we dispatch same-day on orders placed before 1:00pm, please get in touch as soon as possible. Once an order is with the courier it must be handled as a return.

12 Questions and help with returns

If any part of this policy is unclear, or you are unsure whether your item qualifies, just ask — we would far rather talk it through than have you guess.

• Email: bookzillaja@gmail.com
• Telephone: 876-480-9194 or 876-317-3511
• WhatsApp: Message the store
• Contact form: bookzillajm.com contact page — attach your photos directly

We are open Monday to Saturday 7:00am–6:00pm and Sunday 7:00am–2:00pm. This policy operates alongside our Terms of Use and does not affect your statutory rights under the Consumer Protection Act of Jamaica.