Refund policy

 

Return, Replacement & Refund Policy

At GenZ Book Store, returns, replacements, or refunds are applicable only for damaged books and must be requested within 3 days of delivery. After this period, we will be unable to process any claims.

Mandatory Unboxing Video

Customers must record a clear, unedited video while unpacking their order. This video is required for any return, replacement, or refund request. Without it, the claim will not be considered.

Damages Covered

Refunds, returns, or replacements will only apply in the following cases:

  • Severe spine damage causing pages to come apart.

  • Major transit damage (minor corner bends, small dents, or light cover scratches are excluded).

  • More than 2 misprinted pages.

  • More than 2 torn pages.

  • More than 2 missing pages.

  • Smudging that makes over 2 pages unreadable.

Note: Box sets (e.g., Harry Potter, Lord of the Rings) include delicate boxes that may get damaged during transit. Box damage is not covered, but damage to the books inside is covered. No return/replacement is offered for Mystery Boxes.

Other Eligible Cases

Reshipment or refund will be provided for:

  • Missing books.

  • Wrong books delivered.

(These also require the unpacking video.)

Processing Time

Return/replacement requests are processed in 7–14 days.

Refund Method

  • Prepaid orders: Refund to the original payment method.

  • COD orders: Refund via UPI/Bank Transfer to the customer’s account (UPI ID will be requested via SMS, email, or call).

Return Shipping

Our courier partner will collect the returned book from your doorstep. We cover the return shipping cost.

Refund Scenarios

  • If the courier returns your package to us due to their error or non-delivery, you will receive a full refund.

  • If you refuse delivery and the parcel is returned, the shipping charge will be deducted from your refund.

  • If incorrect contact details or pin code are provided and the order is returned, the shipping charge will be deducted from the refund.

How to Request a Return/Refund/Replacement

Email us at genzbookstore.in@gmail.com with your order details and unboxing video.

Cancellations

  • By you: Orders can be cancelled for a full refund only if they haven’t been processed or shipped. Once shipped, cancellations aren’t possible—only a replacement can be requested upon receipt.

  • By GenZ Book Store: We may cancel and fully refund your order if:

    1. There’s a stock issue for the latest edition.

    2. The product is damaged before shipping.

    3. Delivery isn’t possible to your location (e.g., lockdown, strikes).

Wrongly Marked Deliveries

If a shipment is marked “Delivered” by the courier but not received by you, notify us immediately—preferably on the same day—so we can raise a POD (Proof of Delivery) dispute.
We can only raise disputes within 3 days of the “Delivered” status. After that, no action can be taken.

Late or Missing Refunds

  1. Check your bank account again.

  2. Review the refund tracking email from Razorpay.

  3. If you still haven’t received your refund, contact us.

Note: GenZ Book Store reserves the right to determine the method of compensation. Refunds will be processed immediately if the claim is genuine.