At Chinese Textbook Centre (CTC), we want you to be satisfied with your purchase. This Returns & Refunds Policy is designed in line with your rights under the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a replacement, repair, or refund if a product:

  • Is faulty or damaged
  • Is not of acceptable quality
  • Does not match the description or sample
  • Is not fit for its intended purpose

If the issue is major, you are entitled to choose between a refund or replacement. For minor issues, we may offer a repair or replacement within a reasonable time.

2. Change of Mind Returns

We understand that sometimes you may change your mind.

We accept returns for change of mind under the following conditions:

  • Request is made within 14 days of delivery
  • Item is unused, unread, and in original condition
  • Item is returned with proof of purchase
  • Any shrink wrap or packaging is intact (if applicable)

Please note:

  • Customers are responsible for return shipping costs
  • Original shipping fees are non-refundable
  • Refunds will be issued as store credit or to the original payment method (at our discretion)

3. Non-Returnable Items

The following items are not eligible for return unless faulty:

  • eBooks or digital downloads
  • Gift cards or vouchers
  • Clearance or final sale items (if specified)
  • Books damaged due to misuse

4. Damaged or Faulty Items

If your order arrives damaged or defective:

  • Contact us within 7 days of receiving your order
  • Provide your order number and photos of the issue

We will arrange:

  • A replacement at no cost, or
  • A full refund (including shipping), depending on the situation

5. Return Process

To initiate a return:

  1. Contact our customer support team at chinesetextbookcentre@trilong.com.au
  2. Provide your order number and reason for return
  3. Wait for return instructions and approval
  4. Send the item back to the provided address

We recommend using a tracked shipping method, as we are not responsible for lost returns.

6. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 business days
  • Refunds will be issued via your original payment method unless otherwise agreed

7. Shipping Issues

If your order is lost in transit, please contact us. We will work with the courier to resolve the issue and arrange a replacement or refund where appropriate.

8. Contact Us

For any return or refund enquiries, please contact:

Email: chinesetextbookcentre@trilong.com.au
Business Name: Chinese Textbook Centre (CTC)

This policy does not limit or replace your rights under the Australian Consumer Law.