Collins Booksellers Returns Policy For Online Purchases

At Collins Booksellers we understand that there will be times when you may want to return items purchased on our website.

In order for your return to be processed, please contact customer service via email at or by phone on (03) 9654 7400.

Before contacting customer service, we ask that you read the below policy and instructions.

Change of mind

Any return requests due to ‘change of mind’ must be submitted via email to All ‘change of mind’ return requests will be evaluated on a case-by-case basis. Collins Booksellers is not obliged to provide a refund or replacement for return requests due to ‘change of mind’.

Please note that at no time will Collins Booksellers provide a ‘change of mind’ return or refund for the purchase of ebooks.

If we do accept your ‘change of mind’ return request, the following terms are applicable:

  • Books must arrive at our warehouse in new condition
  • Kobo devices and accessories, DVDs, CDs and other items shipped sealed or shrink-wrapped must be returned in original sealed or shrink-wrapped condition.
  • Postage will not be paid by Collin Booksellers
  • Proof of purchase must be provided.
Damaged or Faulty Items

Collins Booksellers guarantees that any goods purchased from our website are of acceptable quality, reasonably fit for the purpose for which they are sold, and match the sample and any description provided on the website. If you have received the wrong items or where an item has arrived damaged or faulty or in any way does not meet the consumer guarantees under the Australian Consumer Law, please contact our online customer service team via email at

Where the items received do not meet the consumer guarantees set-out above or under the Australian Consumer Law, you are entitled to the following remedies:

If items are returned:

  • a refund in relation to the items; or
  • an identical replacement, or one of similar value if reasonable available;

If items are not returned:

  • Compensation for the drop in value caused by the problem.

Collins Bookseller may require proof of purchase for any return claim to be completed.

Gift Cards

Collins Booksellers does not accept returns of gift cards under any circumstances.

Kobo eReaders

In addition to the remedies set-out above, Kobo devices purchased from the Collins Booksellers website may also be covered by the manufacturer’s warranty.

If any Kobo device purchased from our website fails to meet the consumer guarantees under the Australian Consumer Law you may choose to contact Kobo directly at 1800 231 234.

How long will it take?

Once the returned items are received, we will make every effort to process the return claim within three business days. Where refunds are issued to a credit card account, the refund may not appear on your credit card statement until a future billing cycle, depending on the policy of your credit card provider.