7. Returns

a. Return Basics
Booksellers are required to accept returns for all reason except when the reason selected is "buyer does not want item." Note that laws in certain European jurisdictions may require booksellers to accept all returns regardless of the reason, when for an order placed on one of our European domains. Most booksellers do accept and process returns for "buyer does not want item" in the interest of good customer service. When this reason is selected, buyers are advised by email they must reach an agreement with the bookseller before returning the book.

All returns must be processed via the AbeBooks online system and all refunds must be issued via the same payment method the buyer originally used to pay for the order.

Definitions of Return Reasons and Corresponding Reimbursement Amounts:

* *Due to legal requirements in Europe, booksellers are required to accept all returns for “buyer does not want item” when the order was placed on AbeBooks.co.uk, AbeBooks.de, AbeBooks.fr, AbeBooks.it, or IberLibro.com. In addition, for orders place on these domains, European law requires a full refund of both the book price and original shipping. On AbeBooks.com, the buyer can select this return reason, but the bookseller may choose to cancel the return. As booksellers are required to respond to all buyer e-mails within two days, the return is considered to be accepted by the bookseller if it is not cancelled within two days. Booksellers should also respond to the return initiated e-mail to confirm their shipping address with the buyer.

In cases where the book is returned to the bookseller due to an incomplete address, unclaimed, returned to sender, or similar reasons, the buyer will be refunded for the book price only.

Returns for bookseller direct orders are subject to the AbeBooks Returns policy and the guidelines outlined above. All seller-direct Returns must be processed online to ensure the bookseller is not charged commission on the refunded sale.

b. Time Limits for Returns
Books can be returned for the reasons 'not as described,' 'item damaged,'' incorrect item delivered,' and 'buyer does not want item' up to 30 days after the maximum estimated delivery date. For item did not arrive, the option will not be available to buyers until 7 days after the maximum estimated delivery date.

Booksellers may choose to accept returns outside this time limit. All Returns must be processed via the AbeBooks Web sites. Please note that delays associated with international orders may occur due to customs. This may result in late requests from buyers to return items.

c. 'Item Did Not Arrive' Refunds
Booksellers are responsible for the item until the buyer receives it.  Buyers are entitled to a full refund of the book price and shipping in the event an item does not arrive. Buyers can initiate a refund for ‘Item did not arrive’ between 7 and 30 days after their order’s estimated delivery date.  Refunds for this reason cannot be initiated if the bookseller has entered valid tracking information online.

Once such a refund has been initiated, the seller is notified and encouraged to contact the buyer to resolve the issue.  Once a resolution has been reached, only the buyer can cancel the refund request.  If no resolution is reached and the buyer does not cancel the refund request, the refund will automatically complete 7 days after being initiated. 

AbeBooks reserves the right to refund buyers immediately in cases where the bookseller fails to respond and delivery confirmation has not been provided, or does not confirm delivery.

To prevent such refunds, booksellers are encouraged to purchase tracking that includes signature delivery confirmation, and to enter the details online.

d. Reporting a Missing Shipment
It is the responsibility of the bookseller to report a missing shipment online if they don’t receive the book back from the buyer within 28 days for domestic orders, or 77 days for international orders. The timeline is as follows: 14 days after the return is initiated, the [Notify AbeBooks of Missing Shipment] button is available in the bookseller Return screen; at 21 days, AbeBooks send an e-mail reminder to the bookseller about the return; at 28 days, the return automatically completes. If the bookseller does not receive the book back before the 28 or 77 day mark, they must report the missing shipment online. A completed return cannot be reversed.

When a missing shipment is reported, AbeBooks Customer Support will follow up with the buyer to ask for tracking information. If none is provided, the return is cancelled. We recommend that booksellers wait at least 21 days before notifying AbeBooks of a missing shipment in order to allow the book adequate time to arrive.

e. Dispute Resolution
All disputes regarding returns are to be handled between the bookseller and buyer. Returns should be processed online once a resolution is reached. AbeBooks does not participate in dispute negotiations, but booksellers must act in accordance with AbeBooks Code of Conduct and within all policies and guidelines, or risk removal from the AbeBooks Web sites.

f. Credit Card Charge-backs
Any charge-backs received by AbeBooks where AbeBooks has accepted the book buyer’s payment may be debited against a bookseller’s account. We always contact a bookseller prior to applying a chargeback to their account. In many cases, this investigation provides us with the details required (such as shipping information) to refute the chargeback with the credit card company and avoid having to pass this chargeback on to the bookseller. However, when the chargeback is the fault of the bookseller (such as ones due to non-response or non-shipment), we will apply the cost against their account.

AbeBooks is not responsible for charge-backs against booksellers who accept their own payments.