Digital Products
Digital products are not refundable or exchangeable after purchase. When ordering online, customers must agree to this three time before being allowed to pay for their order. When paying a manual quote, by submitting payment, customers agree to the terms of purchase of digital orders. Refunds or replacements will not be given if you:
- Select and purchase the incorrect digital product despite being prompted to check
- Later discover that your device is not compatible with Snowflake
- Are disappointed that the product is not printable or available as a PDF
- Swap to a different mathematics course after purchase
- Have problems downloading pages due to slow or interrupted internet speeds
- Purchase too many of one title
- Simply change your mind
This list contains a few examples but is not exhaustive.
Please review the information regarding digital products before you finalise your order to ensure it will work for you.
Physical Products
Our returns policy is fully compliant with Australian Consumer Law which ensures that both Haese Mathematics and our customers are protected.
‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’
Book arrived damaged
If your book arrives damaged and you have used one of our traceable services, please send a photograph of the damaged item and the packaging, along with your invoice number to info@haesemathematics.com . Our sales team will provide further information and decide if we are able to accept your claim. If your claim is accepted, we will send a replacement at our expense, or arrange a refund. The information must be sent to us within 48 hours of delivery.
It is the customers responsibility to ensure that packages are not left exposed to the elements after delivery so they end up damaged by rain, sun etc. Packages left out in this way are not eligible for a refund or replacement. A safe space to leave the parcel must be indicated in the ordering notes.
If you opted to use International Airmail from Australia, no refunds or replacements are available as this service is used at your own risk and the terms were advised during the order process.
If your order was sent to your freight forwarder and we arrange shipping to their warehouse, we must receive notification of damage within 24 hours of a package arriving at their warehouse. We need to see a photograph of the damaged item and the carton in which the item was travelling in. Once the goods have been shipped onwards by your forwarder, we are not liable for any damage and claims must be made to your forwarder. If your order was collected by your nominated forwarder or shipping company, all claims for damage must be made through them.
Misbound book
Occasionally, a book may have duplicated pages or section. This happens during the binding process when an extra section is picked up by the binding machine in error. Unfortunately, it is impossible to pick up this error when packing orders. Please send a photograph of the error to info@haesemathematics.com and include the page range, book title and your invoice number. A replacement book will be sent immediately or refund made if the book was purchased directly with us.
Incorrect book received
Is the book listed on the invoice different from the one you ordered? Please take a picture of the book you have received and contact us at info@haesemathematics.com quoting your invoice or order number. Although our warehouse staff are very experienced, occasionally errors will be made. If the wrong book has arrived, we will arrange dispatch of the correct title as soon as possible. Depending on where you are located, we may ask you to send the book back at our expense. If return delivery would outweigh the cost of the book, we may ask you to donate the book(s) to a local school or institution on our behalf.
IMPORTANT NOTE
If you do not wish to send photographic evidence of the damage, mis-binding or the incorrect title, no replacement or refund will be made. This is not negotiable.
Incorrect order made/book no longer required/overstock
Books invoiced more than 2 months ago are not eligible for return. Customers are allowed to return up to 4% of books purchased in a 12-month period. A re-warehousing fee will apply if you wish to return more than 20 books at any one time.
Customers must contact us at info@haesemathematics.com for a returns authorisation before any returns will be considered. All return requests must be made in writing.
The conditions of return are listed on the returns authorisation and are strictly adhered to.
Returns authorisations are valid for 30 days from the date on the form unless otherwise indicated. It is the customer’s responsibility to ensure that returns arrive at the designated warehouse within 30 days. Books arriving after 30 days will not be accepted for return. Haese Mathematics is not responsible for checking with customers to see if a return will actually be sent or for reminding customers that the 30 days is about to expire.
Exceptions
Books knowingly purchased as damaged books*, older editions, books sold at clearance, or our Write-on Work Books and printed Teacher Resource books are not eligible for return. These products will only be accepted for return if they are faulty.
*‘Damaged’ books are those that are purchased from us at a discounted rate due to small amounts of superficial damage on the cover or on the edges. Customers are advised of the damage before purchase. The damage does not affect the usability of the book; it is still mathematically accurate.
Conditions of return
All no-fault returns are at the expense of the customer. Any customs duties that may be incurred on books shipped back to Australia are the responsibility of the sender. Haese Mathematics will not accept returns if customs fees are owed.
A copy of the returns authorisation must accompany all returns.
The books must be packed securely and preferably returned via traceable courier/post. If possible, a tracking number should be supplied to Haese Mathematics.
Books must arrive at the designated warehouse in ‘as new’ or ‘mint’ condition. For example – no marks, dirt, dust, food or liquid stains, bent corners, stickers, stamps, bar codes, coverings, finger marks, strange odours. This list is not exhaustive. The books will be judged on the condition that they arrive at the designated warehouse. Haese Mathematics will not be held responsible for any damage that occurred in transit due to inadequate packing or problems with the delivery courier.
Books not included on the returns authorisation will not be accepted for return.
A credit for the books will be given once the books have been assessed. The credit information will be emailed through to the person who arranged the return unless we are informed otherwise.
If a book is rejected for a credit, an explanation will be provided. The customer can then decide if they would like the books to be returned (at their expense) or destroyed. If the customer has not contacted us with a decision ten business days after the credit note/rejection was issued, the books will automatically be destroyed. By negotiation, we will keep the books longer if you wish for them to be returned with a future shipment (max 3 months).
Returned due to incorrect address
If the addressing error was made by Haese Mathematics or our warehouse, we will resend the book to you at no charge.
If an incorrect address was supplied by the customer, then a redelivery charge will apply if the book needs to be resent. If a refund is requested, the cost of the book will be refunded if the book arrives back in saleable condition. Shipping will not be refunded.
Note – If you inform a courier company that the delivery address is incorrect, they may contact us for approval before amending the address as additional costs may apply. If the error was caused by Haese Mathematics, we will cover any additional cost. If the error is caused by the customer, or you simply change your mind, we reserve the right to pass the address change fee onto you before permission to redirect the shipment is given.
The book not being collected from the post office/failed delivery attempts
Haese Mathematics is not responsible for checking tracking numbers online or reminding you to collect an item from the post office or courier company. If the book is returned, you may be liable for any return fees charged by the courier company. If you need us to reattempt delivery, additional costs will apply.
Failure to pay duties and taxes
Haese Mathematics is not responsible for the payment of duties and taxes as this is charged locally. During the order process, we indicate that import charges may apply. Books may be returned or destroyed if locally charged duties or taxes are not paid by a certain time. If books are returned, you may be liable for any return postage charges or fines levied by customs. We reserve the right to recoup those fees from you. If the books are destroyed by customs, no refunds are available.
Missed delivery at a hotel
If you are staying at a hotel and have requested delivery to that address, you must inform the hotel concierge service otherwise delivery may not be accepted. We will do our best to ensure delivery within your requested time period, and we will advise if we believe we cannot help. If you insist that the book is sent despite our advice, then it is at your own risk.
If the books are returned and you wish for them to be sent again, a redelivery charge will be payable.
If your book is returned and you request a refund, we reserve the right to deduct payment for any fees or charges made to us by the post office, courier company or customs authority.
We will only refund the cost of the book if it arrives back in saleable condition. If you have activated the online component, that cost will be removed from the refund.
Unable to deliver due to exceptional circumstances
If exceptional circumstances prevent the book being delivered (natural disasters, civil unrest etc.) we will redeliver your order free of charge as soon as it is safe to do so. Under these circumstances, we will also offer a full refund if that would be preferred.
