Welcome to BookNest's replacement, refund, and exchange policy page. We understand that shopping online can be challenging, and we want to make sure you have a clear understanding of our policies in case you need to replace a product or cancel an order. We strive to make the process as simple and straightforward as possible for our customers, and we are committed to providing a positive shopping experience. If you have any questions or concerns about our policies, please do not hesitate to contact us.

1. Exchange/Return: We don't provide any exchange or return as a general policy. However, in exceptional cases where we believe your case is reasonable, we may offer a return. Please note that such cases will be evaluated on a case-by-case basis, and our decision will be final.
If your return is approved, you will be responsible for covering the full cost of shipping for the pickup. Refunds for prepaid orders will be processed via the original payment method used during checkout, while postpaid orders require customers to provide us with their banking details, or any other online payment method, which must be communicated to us via email or WhatsApp. Please note that refunds will not be issued in offline mode.

2. Replacement policy: At BookNest, we take utmost care in ensuring that your order is delivered to you in good condition. However, in the unlikely event that you receive a book that is torn, in bad condition, or damaged, you can get it replaced. Please report such issues to our support service within a maximum of 3 days of delivery otherwise you won't be eligible for replacement, and we will make sure that the issue is resolved as soon as possible, to make the process smooth we request you to raise the issue to our support team within 48 hours of delivery. Damages covered under the replacement policy only include:

- Severe spine damages: If the book's spine is severely damaged due to which pages are coming apart, you can get it replaced.
- In transit damages: If the book is damaged during transit, such as corner bends, little dents, or cover scratches, it does not come under the replacement policy.
- Misprinted pages: If more than two pages are misprinted, you can get the book replaced.
- Torn pages: If more than two pages are torn, you can get the book replaced.
- Missing pages: If more than two pages are missing, you can get the book replaced.
- Unreadable pages: If there are smudges that make more than two pages unreadable, you can get the book replaced.
- Sets like Harry Potter/Lord Of The Rings include boxes: Our replacement policy does not cover the damages if any to the outer box. If books are damaged or have any issues which are mentioned above i.e. Severe spine damage, In transit damages, Misprinted pages, Torn pages, or Unreadable pages, it will come under our policy, and we will provide replacement of only those damaged books, not the whole set. The full set cannot be replaced at any cost. The full set replacement will only be provided if the outer box and all books have been damaged in transit.

3. Inspection of product: We advise all our customers to do a close inspection of the product before receiving it from the delivery guy. This will help you ensure that the product is in good condition and as per your expectations. Doing so will help you avoid any inconvenience that might be caused later. Also, it is advised from our side to make an unboxing video of the product you received to help us resolve any issues which might occur in the future.

4. Cancellation: At BookNest, you can cancel your order and can get a complete refund only if you cancel the order before dispatch. Orders that are picked up by the courier, in transit, or out for delivery cannot be canceled. We offer a full refund for orders canceled within the specified time frame as mentioned, but please note that orders cannot be altered or changed once they are placed. Address and contact details cannot be changed after the shipment is dispatched. If you have any questions or concerns about your order, please don't hesitate to reach out to us via WhatsApp or email, and our dedicated support team will be happy to assist you.

5. Missing/Wrong Delivery: We understand that receiving a missing or wrong book can be frustrating, and we apologize for any inconvenience caused. In such cases, we request you kindly notify our support team within a maximum of 3 days of delivery otherwise you won't be eligible for any replacement or getting the correct book. Our team will promptly look into the matter and make arrangements to deliver the missing book(s) or deliver the correct book(s) in case of wrong delivery at no extra cost as soon as possible. In Case of Missing Books are not available we will refund the money for the Missing Books. (As order Managed by Vendor sometime books went out of stock).

6. RTO(Return to Origin): In the event of an RTO where the customer is unable to receive the order due to any reason, we provide two options to the customer. Our delivery partner can make another delivery attempt or the customer can request a full refund. If the customer opts for a refund then in the case of prepaid orders customer will receive the refund on the original mode of payment i.e. which was being used while ordering.

Note: if you feel you got book that is pirated then we request you to please contact us immediately, we will return back the product & take strict action against it & refund the full amount.

7. Contact Us
If you have any questions or concerns about our replacement policy, please don't hesitate to contact us. You can reach us through any of the following channels:
WhatsApp: +971553432441
Email: support@booknest.ae To help us better assist you with any of the issues, kindly provide your order ID when contacting us via WhatsApp or email. Thank you for your cooperation.