Returns Policy

Returns Policy – Physical books

We understand that on occasions, books need to be returned or replaced and we will work with you to make this possible.

  1. A problem with the book

    1. Damaged book

      If your book arrives damaged, please send a photograph of the damage, along with your invoice number to 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 prefer. If you opted to use International Airmail, no refunds or replacements are available as this service is used at your own risk. If we arranged for collection on your individual shipping account, please place a claim for damage with your carrier.

    2. Misbound book

      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. Please send a photograph of the error and include the page range and your order number. A replacement book will be sent immediately.

    3. 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 or dispose.

      If you do not wish to send photographic evidence of the damage, misbinding or the incorrect title, no replacement or refund will be made.

  2. 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 5% of books purchased in a 12 month period. A re-warehousing fee may be payable if returning more than 20 books.

    All customers must contact customer service for a returns authorisation before any returns will be considered. If books arrive at our warehouse without a returns authorisation, they will be returned to the customer at their expense.

    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. 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.

  3. Conditions of return

    1. 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.

    2. A copy of the returns authorisation must accompany all returns.

    3. The books must be packed securely and preferably returned via traceable courier/post. If possible, a tracking number must be supplied to Haese Mathematics.

    4. Books must arrive at the designated warehouse in ‘as new’ 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.

    5. Books not included on the returns authorisation will not be accepted for return. Different books cannot be sent in place of the books listed.

    6. Books sold as ‘damaged’ or on sale are not eligible for return unless they are faulty.

    7. 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.

    8. 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).

  4. 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.

  5. Other circumstances

    If your book is returned to us before reaching you, we will do our best to investigate the issue and find out why.

  6. 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 a refund is requested, the cost of the book will be refunded if the book arrives back in saleable condition.

  7. Book not collected/refusal to pay duties and taxes/missed delivery

    All postal authorities and couriers will indicate why a book is being returned to sender. For books sent with international airmail, a sticker is added to the parcel, while with traceable couriers, information is found on their tracking website.

    Books may be returned due to:

    The following applies in these cases:

    1. 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.

    2. Failure to pay duties and taxes

      Haese Mathematics are not responsible for the payment of duties and taxes as this is charged locally. Books may be returned or destroyed if locally charged duties or taxes are not paid by a certain time.

    3. 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.

      1. If the books are returned and you wish for them to be sent again, a redelivery charge will be payable.

      2. We reserve the right to request payment for any fees or charges made to us by the post office, courier company or customs authority.

      3. If you wish to cancel your order, we will only refund the cost of the book if it arrives back in saleable condition. We will not refund postage or any additional fees charged. If you have activated the online component, that cost will be removed from the refund.

  8. 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.