Unicorn Books Ltd (UBL) will meet all its obligations required under Consumer Law.

All UBL customers, products and purchases are protected by the New Zealand Consumers Guarantees Act.

UBL goes to considerable effort to ensure that all product listing descriptions, especially on second hand items, are factual, accurate and complete.

All purchases also go through two quality checks: 1. when an item is listed, 2. then a second pre-shipping check.

In the unlikely event that our product representation is clearly inaccurate or misleading, UBL will accept the item for return and provide a full refund including paying the return freight.

This includes where a shipment becomes damaged during transit.

All claims must be communicated to UBL within 24 hours from the time that the item is confirmed as delivered.  No claims will be accepted beyond this time.

It is the customers responsibility to return ship the item to us prior to the refund being issued.

Any claim for a refund made via either a Shopify or PayPal chargeback that is lodged once an order has been confirmed shipped or delivered, must be accompanied by full and separate explanation communicated to UBL as to why the claim has been made.

This includes where a gift voucher has been redeemed.

It is not enough to just tick the Shopify, bank or PayPal box 'unauthorised / unknown transaction' or 'buyer did not make this purchase'.

UBL reserves the right to take action where clearly an attempt has been made to defraud by lodging a baseless/fictitious refund claim via a chargeback on either a sale already confirmed as shipped/delivered, or for a gift voucher already redeemed.

This action can include;

• Re-directing back to the UBL warehouse any shipment that is not yet delivered.
• Cancelling the sale.
• Revoking any gift voucher that the sale relates.
• Forfeiting any gift voucher unspent balance remaining.
• Requiring that the customer pay any additional costs incurred including; original sale fees, shipping charges, package redirection charges and UBL administration costs.
• Blacklisting the customer from making further purchases.

Lost shipments are extremely rare for our business. Globally these number in single digits in UBL entire 37+ year history.

There is nearly always a reason why a package is delayed and appears to be lost.  This is normally to do with the adequacy and/or accuracy of the customer address and best contact details originally provided.

We will not accept any refund claim for a delayed shipment until all reasonable enquiry with the courier has been exhausted, or they confirm that the package is in fact lost.

Any bank chargeback lodged with a refund claim made prior to resolving the delivery status with the courier, will only result in UBL lodging a return to sender instruction with the courier. This will then require additional charges to be paid by the customer prior to having the returned item re-dispatched.

We are happy to accommodate changes to orders prior to dispatch, including an incorrect quantity selected and combined shipping required.

We do not provide refunds where the customer has simply changed their mind, however we can provide store credit to the value of the original purchase price.

There can be exceptions where refunds are issued, however this is entirely at UBL discretion.

Any refunds issued will have deducted all non-refundable third-party transaction fees that UBL incurs on the original purchase.

Any credit due on shipped items first requires that the item has been return shipped to us with tracking confirmed prior to the credit being issued.