Returns & Exchanges

Last updated: 7 June 2021


At Zookal we are happiest with happy customers, but we know sometimes things happen. If you require a return or an exchange we’ll do what we can to accommodate! 

Below you will find our policy on all things relating to returns, exchanges, refunds and cancellations. Don’t forget to take a look at our FAQ for any other questions you may have or contact our Customer Care team by visiting our Contact Us page.



Please read our tips on packaging to ensure your returned items arrive in their original, re-salable condition (with exception to damaged and faulty items).






Like we mentioned earlier - we know sometimes things happen, so we do what we can to help you when needed. Did you happen to order the incorrect item? Has there been a change in circumstances? Any changes to orders - including cancellations or change of mind - are possible only for a short period of time prior to your order being processed in our Distribution Centre for In Stock items, or when it begins processing at our supplier for all other items. 

From the moment your order has been placed, we allow a grace period of up to two hours for In stock items, or one business day for any other case. If you require the addition or substitution of items to your order, please note this is not possible after the two hours/one business day grace periods as described here. If you require additional items, another order will be required, as we are unable to combine multiple orders. 

Please note: the modification of any order that is allowed may still cause a delay in the shipping time frame, therefore it is important that you are aware of the stated shipping time on additional or substituted items. 

Regarding refunds, this is only possible if adhering to the two hour/one business day time frames above, respectively. A store credit may be applicable, but this is up to Zookal’s discretion.  



Refunds on eTextbooks


Regarding refunds for eTextbooks, they can be requested within 14 days of your original purchase date provided they meet the following criteria: 

  • No more than 20% of the whole eTextbook has been either printed or viewed
  • No access codes included with any eTextbook have been used
  • There are no refunds or requests to refunds for that particular eTextbook title on your behalf. Any future purchases of the same eTextbook automatically means ineligibility for a refund on said eTextbook

Zookal does apply exceptions for these publishers: 

  • Cengage Unlimited, Penguin Random House, HarperCollins, HarperCollins Christian and Hachette Digital

To learn more about the exceptions that apply to the aforementioned publishers, please read our FAQ Article.




Refunds on Backorders


Items that have been on backorder for 120 calendar days or more, are entitled to either a store credit or full refund. Please note, this does not apply to items that are in transit beyond that delay. If Zookal is unable to source a title from one of our suppliers, you will indeed be entitled to a full refund. If this is the case, please refer to the email account you supplied when placing your order, as we will notify you via this email address with updates. Refunds are actioned in approximately 2-3 business days.




Returns Policy


For any concerns or questions regarding your order, please contact our Zookal Customer Care team, we will be happy to help! 

For any order you may receive that is damaged, faulty, or incorrect, our support team must hear from you as soon as reasonably possible from the date you received said item.  Evidence of the incorrect or damaged item may be requested of you, including the return of the item itself. 

Return Authorization forms are required for any returned item. Please note, we cannot process your request without a Return Authorization form. These forms can be obtained from our Customer Care team. Zookal may decide to organise an alternate solution at no cost to you in order for the item to be returned, if it so chooses.  

Zookal is under no obligation to honour any refund or return based on a change of mind from our customers. If we decide at our discretion that we do honour a return or refund, you will carry the obligation of paying any postage fees and in exchange may receive a store credit or a full/partial refund (i.e. excluding the cost of postage fees) for the approved return item. 

Your items must be packed safely and securely with either bubble wrap or cardboard to protect the items, and in addition prevent items from moving within the package during transit. Ensure your items are properly secure and protected before returning them to Zookal.

All returns must be delivered and received as new and in re-saleable condition, with the exception of damaged items that we have accepted to be returned. 

In the event that an item is sent to us without a Return Authorization form; has been deemed to not be securely and safely packaged prior to it being returned, and/or is not in a re-saleable state of condition upon receipt, please note that Zookal is under no circumstances required to provide refund or store credit. Zookal may also decide at its discretion that the item will be returned to you. If this is the case, our Customer Care team will be in touch. 

In the case of store credits or refunds for an item approved for return by Zookal, any store credit or refund will apply only to the RRP of the item, and does not include postage costs or original shipping costs.



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