Refund policy
OUR COMMITMENT TO YOU
At Book Tanks, we want you to love every book you receive. This policy outlines the conditions under which returns and refunds are accepted, ensuring a fair process for both you and our business.
RETURN ELIGIBILITY
We accept returns for books that are:
✅ Damaged upon arrival – Books received with physical damage
✅ Defective or misprinted – Manufacturing defects, missing pages, or printing errors
✅ Incorrect item – Wrong title, edition, or item sent
Return Window: You must request a return within 7 days of receiving your order.
Important: We do not accept returns based on:
- ❌ Change of mind
- ❌ Personal preference or "didn't like the book"
- ❌ Customer simply no longer wants the item
RETURN CONDITIONS
To be eligible for a return, books must be:
📖 In the same condition as received
📖 Unread with no markings, writing, highlighting, or customer-caused damage
📖 In original packaging (where applicable)
📖 Accompanied by proof of purchase (order number or receipt)
Books showing signs of use (bent pages, markings, wear) will not be accepted for return.
HOW TO REQUEST A RETURN
To initiate a return, contact us at support@booktanks.com within 7 days of delivery with:
- Your order number
- Reason for return (damaged, defective, or incorrect item)
- Clear photos showing the issue (for damaged, defective, or incorrect items)
Response Time: Our team will review your request and provide instructions within 2 business days.
Important: Do not send items back without prior authorization. Unauthorized returns will not be accepted.
RETURN SHIPPING
For Damaged, Defective, or Incorrect Items:
✅ We will provide a return shipping label or arrange courier pickup at no cost to you
✅ Follow the instructions provided by our team
✅ Pack the item securely to prevent damage during return transit
Return Address: Items must be returned to the address provided by our customer support team.
⚠️ Do Not: Ship returns without contacting us first.
REFUND PROCESS
Once we receive and inspect your returned item:
| Step | Timeframe | Details |
|---|---|---|
| Inspection | 3-5 business days | We'll notify you whether your return is approved |
| Refund Issued | 7-10 business days | Refund processed to your original payment method |
| Bank Processing | 7-14 business days | Time for refund to appear in your account |
Total Expected Time: Up to 21 business days from when we receive your return.
Refund Method: All approved refunds are issued to your original payment method (credit/debit card, online banking, etc.).
Still Waiting? If more than 21 business days have passed since we approved your return and you haven't received your refund:
- Check with your bank or payment provider first
- Contact us at support@booktanks.com with your order number
PARTIAL REFUNDS
In certain cases, we may offer a partial refund as an alternative solution:
When This Applies:
- Minor cosmetic damage that doesn't affect the book's readability
- Small defects that don't impact the book's functionality
- Issues where you prefer to keep the item
How It Works:
- We'll assess the issue based on photos you provide
- Offer a partial refund amount
- You keep the item
- Determined on a case-by-case basis through mutual agreement
NON-RETURNABLE ITEMS
The following items cannot be returned:
❌ Books in sale or clearance section (marked as final sale)
❌ Digital downloads or e-books
❌ Gift cards or vouchers
❌ Customized or personalized items
❌ Items without defects where customer changed their mind
❌ Books showing signs of use (bent pages, markings, highlighting, annotations, etc.)
❌ Books with removed or damaged ISBN stickers or barcodes
DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective book:
Immediate Actions:
- 📦 Inspect upon delivery – Check your order as soon as it arrives
- 📸 Take clear photos – Photograph the damage, including packaging
- 📧 Contact us within 7 days at support@booktanks.com
Provide:
- Order number
- Description of the issue
- Photos of the damage
We Will: Work quickly to find a suitable solution for your situation
Note: We recommend taking photos or videos when unboxing, especially if the outer packaging shows signs of damage.
WRONG ITEM RECEIVED
If you receive the wrong book or item:
What to Do:
- Contact us at support@booktanks.com within 7 days
- Provide your order number and photos of the item received
- Keep the wrong item until we provide return instructions
We Will:
- Arrange for the correct item to be sent at no additional cost
- Provide return instructions for the wrong item
- Cover all return shipping costs
EXCHANGES
We do not offer direct exchanges at this time.
If You Need a Different Book:
- Request a return for the original item (if eligible)
- Once the return is approved and refund is processed
- Place a new order for the item you want
Why This Process? This ensures you receive your preferred item as quickly as possible without delays.
SHIPPING FEE REFUNDS
Shipping fees are generally non-refundable, except in these cases:
✅ Your order contains damaged, defective, or incorrect items
✅ We made an error with your order
✅ The item is unavailable and we cannot fulfill your order
✅ We shipped the wrong item
In these cases, shipping fees will be refunded along with the item cost.
Change of Mind: Shipping fees are not refunded for returns due to customer preference or change of mind (where applicable).
ORDER CANCELLATION
Before Shipping:
✅ You may cancel your order before it has been shipped
✅ Contact us immediately at support@booktanks.com with your order number
✅ If the order hasn't entered the shipping process, we'll cancel it and issue a full refund including shipping fees
After Shipping:
❌ Once an order has been shipped, it cannot be cancelled
📦 You may refuse delivery or follow our standard return process after receiving the item (subject to return eligibility criteria)
Change of Mind:
❌ We do not accept cancellations due to change of mind after the order has been confirmed and payment processed
💡 Tip: Please review your order carefully before completing your purchase
REFUND TIMELINE SUMMARY
Quick Reference:
Day 0: Return request received
Day 1-2: We review and approve (if eligible)
Day 3-7: Item returned to us
Day 8-12: Inspection completed
Day 13-22: Refund issued and processed
Day 23-36: Refund appears in your account
Note: This is the maximum timeline. Many refunds are processed faster.
IF YOU HAVEN'T RECEIVED YOUR REFUND
First Steps:
- ✅ Check with your bank or payment provider
- ✅ Verify the refund was approved (check your email)
- ✅ Allow full processing time (up to 21 business days)
Still Not Received? Contact us at support@booktanks.com with:
- Your order number
- Date refund was approved
- Payment method used
We'll investigate and provide an update within 1-2 business days.
IMPORTANT NOTES
Quality Inspection:
- All returned items are inspected upon receipt
- Returns must meet the conditions outlined in this policy
- We reserve the right to reject returns that don't meet eligibility criteria
- If a return is rejected, we'll contact you to arrange return shipment (shipping costs apply)
Proof of Return:
- Keep your return tracking number until refund is received
- This serves as proof that you returned the item
Consumer Rights: This policy does not affect your statutory rights under the Consumer Protection Act 1999 or other applicable Malaysian consumer protection laws.
CONTACT US
For return and refund inquiries:
📧 Email: support@booktanks.com
⏰ Response Time: Within 1-2 business days
🕐 Business Hours: 10:00 AM - 5:30 PM (Monday to Friday)
📍 Location: Kuala Lumpur, Malaysia
💡 Pro Tip: Include your order number and clear photos in your first email for faster processing.
FREQUENTLY ASKED QUESTIONS
Q: Can I return a book if I just didn't like it?
A: No, we only accept returns for damaged, defective, or incorrect items. Please read book descriptions and reviews carefully before purchasing.
Q: How long do I have to request a return?
A: You must contact us within 7 days of receiving your order.
Q: Who pays for return shipping?
A: For damaged, defective, or incorrect items, we cover return shipping costs. For other eligible returns, shipping costs may apply.
Q: Can I exchange a book for a different title?
A: We don't offer direct exchanges. You'll need to return the original item and place a new order for the item you want.
Q: What if my book arrives damaged?
A: Contact us immediately with photos. We'll arrange a replacement or refund and cover all return costs.
Q: How will I receive my refund?
A: Refunds are issued to your original payment method (the same card or account you used to pay).
Q: Can I cancel my order?
A: Yes, but only before it ships. Contact us immediately at support@booktanks.com.
Thank you for choosing Book Tanks - Your local book reef! 🐠📚
We're committed to ensuring you have a positive experience with every purchase. If you have any questions about returns or refunds, we're here to help!