In-store Purchases (including Click & Collect) and Online Purchases
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Faulty or Damaged Goods
For major failures with the goods, you are entitled to:
- a refund or
- a replacement of the same type of good.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
A major failure could occur where the goods:
- have a problem that would have stopped you from buying the goods if you had known about it.
- are unsafe.
- are significantly different from the sample or description.
- do not do what we said it would, or what you asked for and cannot be easily fixed.
In the case of major problems, you are entitled to ask for a refund or replacement of the same type of goods. Where you are entitled to, and request a refund, you must return the goods in a packed and secured manner and provide proof of purchase.
If the failure with the goods does not amount to be a major failure, you are entitled to have the goods repaired or replaced. If the goods are not repaired within a reasonable time, you can choose a refund or replacement.
Any refund will be for the full amount paid for the goods including any postage costs.
Change of Mind
Dymocks are happy to provide a refund when the goods are returned unused and in original condition accompanied with proof of purchase.
For in-store purchases, Dymocks can provide a refund within 60 days of the purchase date.
For online purchases, Dymocks can provide a refund within 60 days of the delivery date, subject to approval of the return of the goods by the Customer Support Team.
Dymocks cannot provide you with a return and refund for a change of mind on the following goods:
- Stationery
- Educational products
- Study Aids and Study Guides
- Teaching Guides
- Gift Cards
- Calendars
- Diaries
- Bulk Orders*
- Special Orders**
- Sale Items
- CDs and DVDs
*A bulk order includes any order made by a customer that exceeds 10 or more of the same goods ordered by Dymocks with its suppliers whether both in-store or online.
**For in-store purchases, a special order is where goods are ordered but are not normally stocked in-store. For online purchases, a special order is where the goods specify that the shipping status is anywhere between 5 to 14 days or 14 to 21 days for delivery.
For change of mind returns made by a customer in-store, the customer will be required to return the goods to the original store of purchase. If a customer returns any goods purchased by post to the original store of purchase, then the customer will be required to pay for the postage costs relating to the delivery of the goods to Dymocks.
For change of mind returns made by a customer online and approved by the Customer Support Team, the customer will be required to pay for the postage costs relating to the delivery of the goods to Dymocks.
Any postage fees paid by the customer in the purchase of any goods under change of mind returns will not be refundable.
Processing of returns
For online purchases, a customer should allow 10 business days from the day that the customer’s parcel is delivered to Dymocks returns address for the return to be processed. The customer will receive an email once the return has been finalized. Any refunds to the customer’s credit card will usually take 3 to 5 business days to appear on the customer’s bank statement.
For in-store purchases, the return will occur at the time that the customer presents the goods at the original store of purchase. If a customer returns any goods purchased by post to the original store of purchase, then the store will call the customer to confirm receipt of the goods, and any refund will be subject to approval by the store of the return. Any refunds to the customer’s credit card will usually take 3 to 5 business days to appear on the customer’s bank statement.
Contact us
Please contact our Customer Support Team for instructions on all refunds or returns as outlined in this policy for any online purchases.
Hours of operation are
Monday to Friday: 9:00 am to 5:00 pm (AEST).
Contact Details:
Phone Number: 1800 849 096
Email Address: help@dymocks.com.au
For in-store queries or questions, please visit or contact the store of purchase.
AfterPay
Any goods purchased by a customer from any Dymocks store using AfterPay must be returned to the original store of purchase.