Refund Policy
Effective date: 27 March 2026
At Walker Book Works, we offer ready-made goods, custom and made-to-order work, book repair and restoration services, and workshops. As many of our products and services are prepared by hand or tailored to the individual client, refunds, cancellations, and remedies are handled according to the nature of the order.
This Refund Policy should be read together with our Terms of Service and Shipping Policy. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
General Policy
Walker Book Works does not offer refunds for change of mind unless expressly stated in this policy.
Where goods or services fail to meet the consumer guarantees required by law, you may be entitled to a repair, replacement, refund, cancellation, or other remedy as provided under Australian Consumer Law.
To assess a request, we may require proof of purchase, order details, photographs, a description of the issue, and where necessary, return of the item for inspection.
Ready-Made Goods
Ready-made goods include completed journals, notebooks, stationery, and other finished items offered for sale as stock on hand.
If a ready-made item arrives faulty, damaged, incorrect, or does not meet a consumer guarantee, Walker Book Works will provide a remedy in accordance with Australian Consumer Law.
If the issue amounts to a major failure, you may be entitled to reject the goods and choose a refund or replacement. If the issue is minor, we may first repair or replace the item within a reasonable time.
Walker Book Works does not provide refunds for change of mind on ready-made goods. However, at our discretion, we may offer a store credit or exchange where:
the request is made within 14 days of delivery
the item is unused and in original condition
the item is returned with proof of purchase
the item is not custom, personalised, discounted, clearance, or workshop-related
Any approved change-of-mind return must be returned in saleable condition. Items that have been used, altered, damaged after delivery, or returned in a condition unsuitable for resale will not be accepted for discretionary return.
Unless required otherwise by law, return postage for change-of-mind returns is the responsibility of the customer.
Custom Orders and Commissioned Work
Custom orders and commissioned work include made-to-order books, bespoke bindings, personalised items, thesis binding prepared to client specifications, special material selections, and other work undertaken to a client’s particular requirements.
As custom work is prepared specifically to your instructions, refunds are not available for change of mind once the order has been accepted and work has commenced.
Work will be considered commenced where Walker Book Works has begun design or specification work, ordered materials, completed printing, prepared titling or blocking, undertaken production steps, or incurred third-party costs in relation to the order.
Deposits paid for custom or commissioned work are non-refundable once work has commenced.
If you cancel a custom order before work has commenced and before materials or third-party services have been committed, Walker Book Works may, at its discretion, refund amounts paid less any consultation, administration, design, processing, or other costs already incurred.
Where custom work does not meet the agreed specification due to an error on our part, or otherwise fails to meet a consumer guarantee, we will assess the matter and provide an appropriate remedy in accordance with Australian Consumer Law.
Refunds are not available where a client changes their mind after approval, requests a design change after production has commenced, or no longer wishes to proceed once work is underway.
Book Repair and Restoration Services
Book repair and restoration work is estimated according to the condition of the item at the time of assessment. Due to the nature of aged, damaged, fragile, or previously repaired material, additional issues may become visible only after work has commenced.
By approving repair or restoration work, you acknowledge that hidden defects, prior repairs, brittleness, staining, distortion, losses, weakness, and other pre-existing conditions may affect the final result.
Walker Book Works does not provide refunds merely because a repaired item continues to show signs of age, wear, fading, staining, prior damage, or other limitations inherent in the original item, provided the services have been carried out with due care and skill.
Deposits paid for repair and restoration work are non-refundable once work has commenced.
If a repair becomes more complex than first assessed, we may pause the work and seek approval for a revised scope, timeframe, or cost before continuing, where practical.
If you decline to proceed after work has commenced, you may still be liable for labour, assessment time, and materials already used up to that point.
Where repair or restoration services fail to meet a consumer guarantee, Walker Book Works will provide an appropriate remedy in accordance with Australian Consumer Law.
Thesis Binding and Client-Supplied Material
For thesis binding and other work produced from client-supplied files, text, or specifications, the client is responsible for ensuring that all submitted material is correct and final before production begins.
This includes spelling, formatting, wording, names, dates, margins, print readiness, and file version accuracy.
Refunds are not available where an error results from inaccurate, incomplete, outdated, or unapproved material supplied by the client, including typographical errors, incorrect files, layout issues within supplied files, or changes requested after production has commenced.
Where an error is caused by Walker Book Works and the completed work does not meet the agreed specification or applicable consumer guarantees, we will assess the matter and provide an appropriate remedy.
Workshops
Workshop bookings are limited-capacity bookings for a specific date and may require advance preparation of materials, venue arrangements, and labour.
For participant cancellations:
cancellations made 14 days or more before the workshop may receive a full refund or transfer to another available date
cancellations made 7 to 13 days before the workshop may receive a 50% refund or transfer, at our discretion
cancellations made less than 7 days before the workshop are not refundable
If you are unable to attend, Walker Book Works may permit transfer of your booking to another person where reasonable notice is given and the booking can be practically transferred.
If Walker Book Works cancels, postpones, or cannot provide a workshop as booked, you will be offered either a transfer to another available date or a refund, as appropriate.
Walker Book Works is not responsible for travel, accommodation, or other indirect costs incurred by a participant in connection with a workshop booking, except where required by law.
Digital Products and Gift Vouchers
Unless required by law, refunds are not available for digital products once supplied, downloadable materials once accessed, or gift cards and gift vouchers.
Any rights available under Australian Consumer Law continue to apply where relevant.
Faulty, Damaged, or Incorrect Orders
If your order arrives damaged, incomplete, faulty, or incorrect, please contact Walker Book Works as soon as reasonably possible after delivery.
Please provide your order details, a description of the issue, and photographs where relevant so that the matter can be assessed promptly.
Where a refund is required by law, Walker Book Works will not substitute store credit or another remedy in place of that refund unless agreed.
Return Shipping and Transit
Where a return is approved due to fault, damage, incorrect supply, or another issue for which Walker Book Works is responsible, return arrangements will be handled as appropriate to the circumstances and in accordance with Australian Consumer Law.
Where a return is approved on a discretionary change-of-mind basis, return postage, packaging, and transit risk remain the responsibility of the customer until the item is received by Walker Book Works.
We recommend using a tracked postal or courier service for any approved return.
Timing and Method of Refunds
Where a refund is approved or required, it will generally be processed to the original payment method unless otherwise agreed.
Walker Book Works may withhold a discretionary refund, exchange, or store credit until returned goods have been received and assessed.
Approved refunds will be processed within a reasonable time, noting that banking and payment provider processing times may vary.
Exclusions
To the fullest extent permitted by law, Walker Book Works may refuse a change-of-mind return, refund, or cancellation where:
you have simply changed your mind
you have provided incorrect, incomplete, or outdated instructions, files, or approvals
you approved the work and later sought to alter it after commencement
the issue arises from misuse, mishandling, poor storage, abnormal use, subsequent alteration, or damage occurring after collection or delivery
the item is custom, personalised, made to order, commissioned, or otherwise prepared specifically for you, and work has already commenced
How to Request a Refund or Remedy
To request a refund, return, repair assessment, cancellation, or other remedy, please contact Walker Book Works using the contact details published on our website.
Please include:
your full name
proof of purchase
order number or invoice details
a description of the issue
photographs where relevant
We will review your request within a reasonable time and may request further information where necessary to assess the matter properly.
Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any rights, guarantees, or remedies that cannot lawfully be excluded.
Where there is any inconsistency between this Refund Policy and Australian Consumer Law, Australian Consumer Law will prevail.
Contact
For refund, return, or remedy requests, please contact:
info@walkerbookworks.com.au
Please include your name, order details, and a brief description of the issue, along with photos where relevant.