Refunds and cancellations
What happens when something is not right.
Last updated 31 August 2026
The short version
If a book does not arrive, does not open, or is not what the listing said it was, you get your money back. Ask us and we will sort it out with the seller — you do not have to chase them yourself.
Who you are buying from
MQ BOOKS is a marketplace. The seller is the merchant, so a refund is ultimately theirs to give. We handle the request, hold them to these rules, and return the money through the same payment provider you paid with.
E-books and audiobooks
Digital books are delivered the moment your payment clears. By buying one you ask us to start delivery immediately, and you accept that once you have downloaded or opened it, a right to change your mind no longer applies. This is what the law allows us to ask, and it is the reason you can read the book straight away.
You are still entitled to a refund where:
- the file never arrived, or the download link did not work;
- the file is corrupt, incomplete, or will not open;
- you received something other than what the listing described;
- you were charged twice, or bought a book you already owned;
- the purchase was not made by you.
If you have not downloaded or opened the book, tell us within 14 days and we will refund it without asking for a reason.
Physical books
The seller posts your book directly.
- It did not arrive. Tell us once the seller's stated delivery window has passed and we will chase it or refund it.
- It arrived damaged, or is not what was described. Send us a photograph within 14 days of it arriving and you get a refund or a replacement.
- You changed your mind. Tell us within 14 days of it arriving. Return it unused and in resaleable condition and you get the price back; unless the book was faulty or wrongly described, return postage is yours.
Gift codes
An unclaimed code can be refunded to whoever bought it. Once it has been claimed, the book belongs to the person who claimed it and the same rules above apply to them.
How to ask
Contact us through the contact form on the site with your order number and what went wrong. We aim to reply within 2 business days and to settle it within 5. Approved refunds go back to the card or account you paid with; how quickly it appears is up to your bank, and is usually a few days.
Before you raise a chargeback
Please come to us first. A chargeback takes the money from a small independent author along with a fee, and almost everything is faster to fix directly.
Your consumer rights come first. Nothing on this page limits the guarantees you have under the Australian Consumer Law, or the equivalent consumer law where you live. If a book is faulty, not as described, or does not do what it was said to do, you have rights that this policy cannot take away.