Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Important; we do not offer refunds for books based on condition. We endeavour to provide a description of second-hand books in our opinion which may differ from yours. We highly recommend you contact us for a more detailed appraisal and further photos if you are concerned or required a specific level of presentation. 

We do not offer refunds or returns on books damaged in transit. Please contact the courier company directly for damage claims. 

If an item has be shipped to you in error or not as described we are happy to either correct the order, refund or offer store credit. In most cases it is not worth the price of the book to repackage and return, however at our discretion, we may ask you to return the books at our cost before a credit is issued. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your store account or credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us using our Contact Form.


We only replace items if they were sent to you by mistake. It is possible due to the nature of a second-hand bookstore, that your original purchase is either missing or not available anymore. If this happens we will offer a full refund.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are fully-refundable upon receiving the order in good condition. Shipping costs are calculated from our postage schedule.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@bigriverbooks.co.nz for questions related to refunds and returns.