Last Updated: July 11, 2026

At The Book Mart, customer satisfaction is our priority. We strive to provide authentic, high-quality books and educational products. If you receive a damaged, defective, or incorrect item, we’re here to help.

Please read our Returns & Refund Policy carefully before requesting a return, exchange, or refund.

Eligibility for Returns

You may request a return or exchange if:

You received the wrong item.
Your order arrived damaged during shipping.
The product has a manufacturing or printing defect.
Your order is incomplete or missing items.

To be eligible, the item must:

Be returned within 7 days of delivery.
Be unused and in its original condition.
Include all original packaging, labels, and accessories (if applicable).
Be accompanied by proof of purchase or your order number.

Non-Returnable Items

For hygiene, copyright, and quality reasons, the following items are generally not eligible for return or refund:

Used or read books.
Books damaged after delivery due to customer handling.
Digital products, eBooks, or downloadable content.
Clearance, sale, or promotional items marked as Final Sale.
Gift cards or store credit.
Products damaged due to misuse, improper storage, or accidents.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receiving your order.

To help us process your request quickly, please provide:

Your order number.
A brief description of the issue.
Clear photographs of:
The received product.
The damaged area (if applicable).
The shipping package and label.

Our team will review your request and respond as soon as possible.

Exchange Policy

Eligible products may be exchanged for:

The correct item.
The same item (if damaged or defective).
Another available product of equal value (subject to approval).

Exchanges are subject to product availability.

Refund Policy

Once your returned item has been received and inspected, we’ll notify you of the outcome.

If your refund is approved, it will be processed using the original payment method whenever possible.

Depending on your payment provider or bank, refunds may take several business days to appear.

Shipping charges are generally non-refundable unless the return is due to:

An incorrect item sent by The Book Mart.
A damaged or defective product.
An error made during order fulfillment.

Return Process

To request a return or exchange:

Contact our customer support team within 7 days of delivery.
Provide your order number and details of the issue.
Attach photographs if the product is damaged or incorrect.
Wait for return authorization from our support team.
Pack the item securely and return it according to the instructions provided.
Once received and inspected, we’ll process your replacement or refund.

Please do not return products without prior approval, as this may delay processing.

Return Shipping

If the return is due to an error on our part, such as receiving the wrong or damaged item, The Book Mart will assist with the return process where applicable.

For returns requested for other approved reasons, customers may be responsible for return shipping costs unless otherwise agreed.

Order Cancellations

Orders may be cancelled before they are dispatched.

Once an order has been shipped, it cannot be cancelled and must follow the return process outlined in this policy.

Refund Processing Time

After approval:

Refunds are typically processed within 5–10 business days.
Processing times may vary depending on your bank or payment provider.

Need Assistance?

If you have any questions about returns, exchanges, or refunds, we’re happy to help.

Email: support@thebookmart.pk

Phone: +92 3037259484

Business Hours

Monday – Saturday

9:00 AM – 6:00 PM

Our Commitment

At The Book Mart, we’re committed to providing genuine books, secure packaging, reliable delivery, and responsive customer support. If something isn’t right with your order, we’ll work with you to resolve the issue fairly and efficiently.