Returns Policy – Digital Products
Digital products are non-refundable items. No refunds or replacements will be given if you:
1 Select and purchase the incorrect digital product
2 Later discover that your device is not compatible with Snowflake
3 Are disappointed that the product is not printable or available as a PDF
4 Swap to a different mathematics course
5 Have problems downloading pages due to slow or interrupted internet speeds
6 Simply change your mind.
This list contains a few examples but is not exhaustive.
Please review the information regarding digital products before you finalise your order.
Returns Policy – Physical Products
Our returns policy is fully compliant with Australian Consumer Law which ensures that both Haese Mathematics and our customers are protected.
‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’
We understand that on occasions, books need to be returned or replaced and we will work with you when possible.
A problem with the book
If your book arrives damaged, please send a photograph of the damaged item and the packaging, along with your invoice number, to firstname.lastname@example.org . Our sales team will provide further information and decide if we are able to accept your claim. If your book was sent through a courier service that was paid for during the order process, we will send a replacement or arrange a full refund. If you opted to use International Airmail, no refunds or replacements are available as this service is used at your own risk and the terms were advised during the order process. If your order was sent to your freight forwarder and we arrange shipping to their warehouse, we must receive notification of damage within 7 days of a package arriving at their warehouse. We need to see a photograph of the damaged item and the carton in which the item was travelling in. After 7 days, or once the goods have been shipped onwards by your forwarder, we are no longer liable for any damage and claims must be made to your forwarder. If your order was collected by your nominiated forwarder or shipping company, all claims for damage must be made though them.
Occasionally, a book may have duplicated pages or section. This happens during the binding process when an extra section is picked up by the binding machine in error. Please send a photograph of the error via email, and include the page range, book title and your invoice number. A replacement book will be sent immediately.
Incorrect book received
Is the book listed on the invoice different from the one you ordered? Please take a picture of the book you have received and contact customer service quoting your invoice number. Although our warehouse staff are very experienced, occasionally errors will be made. If the wrong book has arrived, we will arrange dispatch of the correct title as soon as possible. Depending on where you are located, we may ask you to send the book back at our expense. If return delivery would outweigh the cost of the book, we may ask you to donate the book(s) to a local school or institution on our behalf.
If you do not wish to send photographic evidence of the damage, misbinding or the incorrect title, no replacement or refund will be made.
Incorrect order made/book no longer required/Overstock
Books invoiced more than 3 months ago are not eligible for return. Booksellers are allowed to return up to 4% of books purchased in a 12 month period. A re-warehousing fee will apply if you wish to return more than 20 books.
All customers must contact customer service for a returns authorisation before any returns will be considered. All return requests must be made in writing.
The conditions of return are listed on the returns authorisation and must be adhered to.
Books purchased at our clearance sale or those purchased from damaged stock will not be accepted for return unless they are found to contain a binding error.
Returns authorisations are valid for 30 days from the date on the form unless otherwise indicated. It is the customer’s responsibility to ensure that returns arrive at the designated warehouse within 30 days. Books arriving after 30 days will not be accepted for return. Haese Mathematics will not be responsible for checking to see if a return will actually be sent or reminding customers that the 30 days is about to expire.
Special note for Year 2, 3, and 4 Write-on books: If the digital component of the book has been activated, returns will only be accepted if the book is deemed faulty. If the digital component has not been activated, we will accept a 'change of mind' return if the book is in exceptional condition with no sign that the book has been photocopied.
Conditions of return
All returns are at the expense of the customer. Any customs duties that may be incurred on books shipped back to Australia are the responsibility of the sender. Haese Mathematics will not accept returns if customs fees are owed.
A copy of the returns authorisation must accompany all returns.
The books must be packed securely and preferably returned via traceable courier/post. If possible, a tracking number should be supplied to Haese Mathematics.
Books must arrive at the designated warehouse in ‘as new’ or ‘mint’ condition. For example – no marks, dirt, dust, food or liquid stains, bent corners, stickers, stamps, bar codes, coverings, finger marks, strange odours. The books will be judged on the condition that they arrive at the designated warehouse. Haese Mathematics will not be held responsible for any damage that occurred in transit due to inadequate packing or problems with the delivery courier.
Books not included on the returns authorisation will not be accepted for return.
A credit for the books will be given once the books have been assessed. The credit information will be emailed through to the person who arranged the return unless we are informed otherwise.
If a book is rejected for a credit, an explanation will be provided. The customer can then decide if they would like the books to be returned (at their expense) or destroyed. If the customer has not contacted us with a decision ten business days after the credit note/rejection was issued, the books will automatically be destroyed. By negotiation, we will keep the books longer if you wish for them to be returned with a future shipment (max 3 months).
Books sold as ‘damaged’ or on sale are not eligible for return unless they are faulty – not fit for purpose (‘Damaged’ books are those that are purchased from us at a discounted rate due to small amounts of superficial damage on the cover or on the edges. Customers are advised of the damage before purchase. The damage does not affect the usability of the book; it is still mathematically accurate.)
Returned due to incorrect address
If the addressing error was made by Haese Mathematics or our warehouse, we will resend the book to you at no charge.
If an incorrect address was supplied by the customer, then a redelivery charge will apply if the book needs to be resent. If a refund is requested, the cost of the book will be refunded if the book arrives back in saleable condition.
Note – If you inform a courier company that the delivery address is incorrect, they may contact us for approval before amending the address as additional costs may apply. If the error was caused by Haese Mathematics, we will cover any additional cost. If the error is caused by the customer, or you simply change your mind, we reserve the right to pass the address change fee onto you before permission to redirect the shipment is given.
The book not being collected from the post office/failed delivery attempts
Haese Mathematics are not responsible for checking tracking numbers online or reminding you to collect an item from the post office or courier company. If the book is returned, you may be liable for any return fees charged by the courier company. If you need us to reattempt delivery, additional costs will apply.
Failure to pay duties and taxes
Haese Mathematics are not responsible for the payment of duties and taxes as this is charged locally. During the order process, we indicate that import charges may apply. Books may be returned or destroyed if locally charged duties or taxes are not paid by a certain time. If books are returned, you may be liable for any return postage charges or fines levied by customs. We reserve the right to recoup those fees from you. If the books are destroyed by customs, no refunds are available.
Missed delivery at a hotel
If you are staying at a hotel and have requested delivery to that address, you must inform the hotel concierge service otherwise delivery may not be accepted. We will do our best to ensure delivery within your requested time period, and we will advise if we believe we cannot help. If you insist that the book is sent despite our advice, then it is at your own risk.
If the books are returned and you wish for them to be sent again, a redelivery charge will be payable.
If your book is returned and you request a refund, before the refund is processed:
We reserve the right to deduct payment for any fees or charges made to us by the post office, courier company or customs authority.
We will only refund the cost of the book if it arrives back in saleable condition. If you have activated the online component, that cost will be removed from the refund.
Unable to deliver due to exceptional circumstances
If exceptional circumstances prevent the book being delivered (natural disasters, civil unrest etc.) we will redeliver your order free of charge as soon as it is safe to do so. Under these circumstances, we will also offer a full refund if that would be preferred.
Purchase of Damaged Stock
From time to time, we will sell stock that has been damaged at a reduced price. The damage is normally restricted to bent corners, fingerprints, a misbound front cover, or tear on a page or cover. The mathematical content of the book is not affected. Should you wish to purchase damaged stock, our sales team will point out the damage and can usually explain how the damage occurred. Books purchased as damaged stock can only be returned if they are later discovered to not be 'fit for purpose'. For example, if you purchase a book and later find that a page is missing, a chapter has been repeated or if the cover falls off after only a few days, this is considered a major fault, and a refund of the price paid will be given to you upon photographic or physical proof of the problem. This is in line with Australian Consumer rights. We will not offer a refund or replacement if you later dislike the damage that was pointed out, create more damage to the book or simply change your mind.