Refund and Returns Policy

Refunds & Returns Policy

Miners Rest Publications
Last updated: 16 September 2026

Overview

At Miners Rest Publications, we want our customers to be happy with their purchase. If there is a problem with your order, we encourage you to contact us so that we can discuss the matter and determine the appropriate solution.

This Refunds & Returns Policy applies to physical products purchased directly from Miners Rest Publications.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Consumer guarantees apply automatically where applicable and cannot be removed by a business’s refund, returns or warranty policy.

Please Contact Us First

If you have any concern with your order, it is important that you contact Miners Rest Publications before returning the product.

This includes concerns relating to:

• damage during postage or delivery;
• printing, binding or manufacturing faults;
• missing or duplicated pages;
• an incorrect product being supplied;
• replacement requests; or
• refund requests.

Please contact us as soon as reasonably possible so that we can discuss the matter with you, understand the problem and determine the most appropriate way to resolve it.

We may ask you to provide your order number or other proof of purchase, together with photographs showing any damage, printing fault or other problem.

Providing photographs may allow us to assess and resolve the matter without requiring the book to be returned.

Please do not send a product back until you have contacted Miners Rest Publications and received return instructions.

Please do not return a book directly to our printer, fulfilment provider, manufacturer, courier or any other supplier unless Miners Rest Publications specifically instructs you to do so.

We ask customers to give Miners Rest Publications a reasonable opportunity to discuss and assess the matter so that we can work with you to resolve it promptly.

This contact process does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

The ACCC recommends that consumers first contact the business that sold the product to explain the problem and discuss an appropriate solution.

Third-Party Printing, Fulfilment & Shipping

Some products purchased from Miners Rest Publications are printed, packed, fulfilled and/or shipped on our behalf by independent third-party printing and fulfilment providers.

As a result, your order may be printed and dispatched directly from a third-party facility. The name or details of a printing, fulfilment, courier or delivery provider may appear on your parcel, shipping label, dispatch notification or tracking information.

Although a third-party provider may print, pack, fulfil or deliver your order, Miners Rest Publications remains your point of contact for products purchased directly from us.

If there is a problem with the printing, manufacture, packing, delivery or condition of your book, please contact Miners Rest Publications first.

We will discuss the matter with you and, where necessary, liaise with the relevant printer, fulfilment provider, courier or delivery service in relation to your order.

Please do not contact or return products directly to our printer or fulfilment provider unless Miners Rest Publications specifically instructs you to do so.

The use of a third-party printer, manufacturer, fulfilment provider or delivery service does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

For consumer purchases, the business that sold the product remains responsible for resolving problems covered by the consumer guarantees and cannot simply direct the customer to the manufacturer for a remedy.

Change of Mind

Miners Rest Publications does not accept returns or exchanges, or provide refunds, where a customer simply changes their mind about a purchase.

This includes where a customer:

• decides they no longer want or need the book;
• decides they do not like the book;
• finds the book cheaper elsewhere;
• orders the wrong product by mistake where the product supplied is the product that was ordered; or
• otherwise changes their mind where there is no fault or other problem covered by the Australian Consumer Law.

This does not affect any rights a customer may have under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied, substantially different from its description or otherwise fails to meet an applicable consumer guarantee.

Australian Consumer Law does not require a business to provide a remedy merely because the customer changes their mind, finds the product cheaper elsewhere, decides they do not like it or has no use for it.

Colouring & Activity Books

Our colouring and activity books are designed to be coloured in, written in, drawn in and used.

A book that has been coloured in, written in, drawn on, cut, torn, marked, stained or otherwise used cannot be returned because the customer has changed their mind.

This applies even where only part of the colouring or activity book has been used.

However, this does not affect a customer’s rights under the Australian Consumer Law if a genuine printing, binding or manufacturing fault becomes apparent after the customer has started using the book.

For example, if a customer begins colouring in the book and subsequently discovers that pages are missing, duplicated, substantially misprinted or incorrectly bound because of a production fault, the matter will be assessed in accordance with the Australian Consumer Law.

Conditions applying to change-of-mind returns cannot be used to remove consumer rights relating to genuine product problems.

Books Damaged During Postage or Delivery

If your book arrives damaged during postage or delivery, please contact Miners Rest Publications as soon as reasonably possible.

Delivery damage may include:

• significant bending or crushing;
• torn pages or covers;
• water damage;
• substantial creasing;
• damage to the binding; or
• other significant physical damage caused during transit.

Please provide:

• your name;
• your order number or other proof of purchase;
• a brief description of the damage; and
• clear photographs showing the damage.

Where reasonably possible, please retain the book and its packaging until we have reviewed the photographs and discussed the matter with you.

Please do not return the damaged book until Miners Rest Publications has provided you with return instructions.

Depending on the circumstances and the rights applying to the purchase, the appropriate remedy may include a replacement, refund or another remedy.

Printing, Binding or Manufacturing Faults

Please contact Miners Rest Publications if your book has a genuine printing, binding, manufacturing or production fault.

Examples may include:

• missing pages;
• duplicated pages;
• pages bound in the incorrect order;
• substantially misprinted pages;
• significant binding defects;
• pages that are unreadable because of a production error; or
• another genuine production defect.

Please provide clear photographs of the problem wherever reasonably possible.

Opening or partly using a book does not automatically remove a customer’s Australian Consumer Law rights where a genuine fault subsequently becomes apparent.

Customer-Caused Damage

A refund, replacement or other remedy is not required under the consumer guarantees where the problem was caused by the customer misusing or damaging the product after receiving it.

This may include damage caused by:

• colouring or writing mistakes;
• cutting or tearing;
• spills;
• water or moisture damage occurring after delivery;
• inappropriate storage;
• accidental damage;
• misuse; or
• other customer-caused damage.

Normal use, wear or customer-caused damage is not a printing or manufacturing fault.

The ACCC confirms that consumer-guarantee remedies are not required where the customer caused the problem through misuse.

Major Problems

Where a product has a major problem under the Australian Consumer Law, the customer may be entitled to choose between a refund or replacement.

A product may have a major problem where, for example, it:

• is unsafe;
• is substantially different from its description or sample;
• has a serious problem, or several smaller problems, that would have stopped a reasonable consumer from purchasing it had they known about the problem beforehand; or
• cannot be used for its normal purpose and cannot easily be fixed within a reasonable time.

Where a major problem exists, the remedies available will be provided in accordance with the Australian Consumer Law.

Minor Problems

Where a problem is minor, Miners Rest Publications may provide an appropriate remedy in accordance with the Australian Consumer Law.

For a printed colouring or activity book, this would commonly involve providing a replacement or another appropriate remedy rather than physically repairing the book.

If a minor problem cannot be remedied within a reasonable time, further rights may arise under the Australian Consumer Law.

Assessment of Claims

Miners Rest Publications may reasonably assess a product and the circumstances of a claim before determining the appropriate remedy.

We may ask for:

• photographs showing the problem;
• your order number;
• reasonable proof of purchase;
• details of the problem;
• information about when the problem was discovered; or
• return of the book where reasonably necessary.

For a product such as a book, we may determine that photographs and other information are sufficient to assess the matter and that returning the physical book is unnecessary.

A business has the right to assess a product before providing a remedy.

Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Miners Rest Publications.

Proof of purchase may include:

• an order confirmation;
• receipt or tax invoice;
• payment confirmation;
• bank or card transaction record; or
• another reasonable form of evidence demonstrating that the product was purchased from us.

Original Packaging

You do not need to retain the original packaging in order to exercise applicable rights relating to a genuinely faulty product under the Australian Consumer Law.

However, where a product has been damaged during postage or delivery, we may ask you to retain and photograph the packaging where reasonably possible because this may assist us in assessing how the damage occurred.

The ACCC confirms that a faulty product does not need to be in its original packaging in order to be returned.

Return Postage for Faulty or Damaged Books

Please do not pay to return a damaged or faulty book until you have contacted Miners Rest Publications and received return instructions.

If we require the book to be returned, we will advise you how the return should be handled.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Miners Rest Publications will reimburse reasonable return postage costs already incurred where required by law.

Please retain your postage receipt if we ask you to return a book.

In some circumstances, we may determine that photographs or other evidence are sufficient and that returning the physical book is unnecessary.

The ACCC states that if a business confirms the product has a problem, reasonable return costs already paid by the consumer must be reimbursed.

Refunds

Where a refund is required under the Australian Consumer Law or otherwise approved by Miners Rest Publications, the refund will normally be made using the original payment method unless another arrangement is agreed.

Once a refund claim has been approved, Miners Rest Publications will process the refund within 5 working days.

For the purposes of this policy, working days exclude weekends and public holidays.

Please note that once a refund has been processed by Miners Rest Publications, additional processing time may be required by your bank, card provider or payment service before the funds appear in your account.

Miners Rest Publications is not responsible for processing delays caused by a customer’s bank, card provider or payment service after the refund has been processed by us.

The ACCC states that refunds should generally be provided in the same form as the original payment unless the business and customer agree otherwise.

Replacements

Where appropriate, Miners Rest Publications may provide a replacement book.

If a replacement is being provided because the original book was damaged during delivery or has a genuine printing, binding or manufacturing fault, we will advise you whether the original book needs to be returned.

Please do not return the original book until we have provided instructions.

Where a replacement is being printed and fulfilled by a third-party provider, normal production, fulfilment and delivery times may apply.

We will provide relevant information regarding the replacement where available.

Sale, Promotional and Discounted Products

Products purchased during a sale, promotion or at a discounted price remain covered by the Australian Consumer Law where the consumer guarantees apply.

A discounted price does not remove a customer’s rights in relation to a genuine fault that was not disclosed before purchase.

However, Miners Rest Publications does not provide refunds or exchanges for a simple change of mind, regardless of whether the product was purchased at full price, during a promotion or at a discounted price.

Store policies such as “no refunds on sale items” cannot remove statutory rights relating to genuinely faulty goods.

Wholesale, Trade & Resale Orders

What Is a Wholesale or Resale Order?

For the purposes of this policy, a wholesale, trade or resale order is an order placed by a business, retailer, organisation or other purchaser for the purpose of reselling or resupplying Miners Rest Publications products to other customers.

A bulk or corporate order purchased for the purchaser’s own use, distribution to employees, educational use, promotional purposes or another purpose that does not involve resale is not automatically considered a wholesale/resale order.

Whether Australian Consumer Law consumer guarantees apply to a business purchase depends on the circumstances. However, consumer guarantees generally do not apply where goods are purchased for resupply.

Wholesale Order Terms

Unless otherwise agreed in writing, wholesale, trade and resale orders are subject to the:

• wholesale price or agreed quotation;
• applicable minimum order quantity;
• quantities and products confirmed in the order;
• payment terms;
• production and fulfilment arrangements;
• delivery charges and arrangements; and
• any other terms agreed when the order is accepted.

Wholesale customers are responsible for checking product titles, quantities, delivery details and other order information before confirming their order.

Wholesale Change of Mind and Cancellations

Miners Rest Publications does not accept returns, exchanges or refunds on wholesale or resale orders simply because the purchaser changes their mind.

Once a wholesale order has been confirmed and printing, production or fulfilment has commenced, it cannot ordinarily be cancelled or altered, unless Miners Rest Publications agrees otherwise in writing.

This is particularly important for wholesale orders that are printed or produced specifically to fulfil the customer’s confirmed order.

Damaged, Faulty or Incorrect Wholesale Orders

If a wholesale order arrives damaged, contains a printing, binding or manufacturing fault, or does not match the order confirmed by Miners Rest Publications, the wholesale customer should contact us as soon as reasonably possible so that the matter can be discussed and assessed.

Please provide:

• the relevant invoice or order number;
• the product title;
• the number of books affected;
• a description of the problem; and
• clear photographs showing the damage, fault or incorrect products where applicable.

For larger orders, we may also request photographs of cartons, packaging, shipping labels or multiple affected copies where reasonably necessary to assess the extent of the problem.

Please do not return wholesale stock without first contacting Miners Rest Publications and receiving return instructions.

Where appropriate and having regard to the applicable contractual and legal rights, Miners Rest Publications may provide replacement stock, a refund, an account credit or another agreed remedy for the affected products.

Wholesale Third-Party Printing & Fulfilment

Wholesale and resale orders may be printed, packed, fulfilled and shipped directly by an independent third-party printing or fulfilment provider on behalf of Miners Rest Publications.

Although a third-party provider may produce, pack or dispatch the order, Miners Rest Publications remains the wholesale customer’s point of contact for orders placed directly with us.

Wholesale customers should not return stock directly to the printer, manufacturer or fulfilment provider unless specifically instructed by Miners Rest Publications.

Wholesale Orders Purchased for Resale

Where products are purchased specifically for resupply or resale, the Australian Consumer Law consumer guarantees generally do not apply to that acquisition.

Other contractual rights, statutory rights or remedies may nevertheless apply depending on the circumstances.

Nothing in this policy excludes, restricts or modifies any right, obligation or remedy that cannot lawfully be excluded.

ACCC guidance expressly identifies goods purchased for resupply as an exception to the consumer-guarantee regime.

Wholesale Refunds, Credits & Replacements

Where Miners Rest Publications approves a refund for a wholesale order, the refund will be processed within 5 working days of approval.

Working days exclude weekends and public holidays.

Where agreed between Miners Rest Publications and the wholesale customer, we may instead provide:

• replacement stock;
• an account credit; or
• another agreed commercial remedy.

Any additional time taken by a bank, card provider or payment service to make refunded funds available is outside the control of Miners Rest Publications.

Where replacement stock is being produced by a third-party printing or fulfilment provider, normal production and delivery times may apply.

Gifts

If a book was purchased as a gift and there is a genuine fault or delivery problem, please contact Miners Rest Publications.

We may request available order information or other reasonable proof of purchase.

Where a refund is required, it will generally be made using the original payment method unless another arrangement is agreed.

Miners Rest Publications does not provide returns, exchanges or refunds simply because the recipient of a gift does not want or like the product.

Products Purchased From Another Retailer

This policy applies to products purchased directly from Miners Rest Publications.

If you purchased one of our books from another retailer, bookstore, reseller or marketplace, please contact the business that sold you the product regarding its returns process.

If you purchased directly from Miners Rest Publications and your order was printed, packed, fulfilled or delivered by a third-party provider, please contact Miners Rest Publications first rather than contacting the third-party provider directly.

Nothing in this section excludes, restricts or modifies any rights you may have under applicable law.

How to Request a Refund or Replacement

It is important that you contact Miners Rest Publications first to discuss the matter before returning any product.

When contacting us, please provide:

• your full name or business name;
• your order or invoice number or other proof of purchase;
• a brief explanation of the problem;
• the number of books affected, where applicable; and
• clear photographs showing any damage, printing fault or other issue where applicable.

We will review the information provided, discuss the matter with you and advise you of the appropriate next steps.

Do not send a book or wholesale stock back to Miners Rest Publications, our printer, fulfilment provider, manufacturer, courier or another supplier until we have provided return instructions.

Contacting us first gives us an opportunity to understand and assess the issue and may allow us to resolve the matter without requiring you to return the books.

Where an issue involves a third-party printing, fulfilment or delivery provider, Miners Rest Publications may liaise directly with that provider as part of investigating and resolving the matter.

Nothing in this process excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.

Nothing in this Refunds & Returns Policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

Contact Us

For all enquiries relating to damaged products, printing, binding or manufacturing faults, refunds, replacements, wholesale order issues or other concerns, please contact:

Miners Rest Publications
Email: minersrestpublications@gmail.com

Please include your order or invoice number wherever possible so that we can locate your purchase and assist you promptly.