Cancellation and Return

What is PBM’s Returns policy?

We assure you that all products sold on PBM are brand new and 100% genuine. In case the product you have received is 'Damaged', 'Defective' , depending on the situation we will initiate the return process.

What is Free Replacement?

If you have received an item in a 'Damaged' or 'Defective' condition, you may request a replacement at no extra cost. Return Policy is geography /location specific and terms may differ.


Replacement is subject to availability of stock. If the product is out of stock, you will receive a pre-order made automatically. If the book is entered into the “Out of Print” category amount will be refunded or kept in the WALLET.

How do I return an item purchased on www.paulineindia.org ?

Returns are easy, simply follow these steps

- Contact us and provide Order ID details.

- Customer Support will confirm the return request and will inform you about the pickup process only when return request is accepted and confirmed.

- Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.


Note:


- We do not charge extra for returns and all replacements/pickups are done free of cost.

- Number of days within which return can be initiated varies depending on location. You must contact us within the defined period to initiate the return.

- In case your Refund is accepted by PBM, the entire amount paid by you including shipping charges are transferred to your account or according to the terms mentioned for the particular Refund. (for eg. Deduction of some percentage etc.)

- Customer Support will inform you about the pickup process. While we pick up originally delivered item from most customer locations, there are certain areas where a pickup cannot be arranged. In such a case, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.

- Replacement is subject to availability of stock with the PBM. In case a Replacement is not available, PBM will refund the amount for the same.

 

All this is subject to the PBM's return policy. Returns are covered by the 30 Day Replacement Guarantee for PBM WS Retail or the 10 Day Replacement Guarantee for all other PBMs on PBM.

 

What is the pickup process? Why have I been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.

- We arrange for pickup from most of our customer locations. Its simple. Please follow the instructions you received by email

- In case we can't pick up the item from your location, you can ship it back to the PBM. We will reimburse the shipping charges against the original receipt

- Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit

- Mention the Return ID on the package so that we can acknowledge your return

- Please mention PBM's address as specified in the email notification sent to you

- Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference

Refund/replacement will be initiated as soon as PBM receives the product from you.

I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received.

If you don't get the return within the promised date, contact us immediately.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

Can I return part of my order?

No , a return cannot be created at item level.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns

- Return request is made outside the specified time frame

- Product is damaged because of use or Product is not in the same condition as you received it

- Items that are returned without original packaging, freebies or accessories

What is PBM's Replacement Guarantee?

If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 10 days of delivery from PBM in India, or 25 days abroad. Please contact us with a replacement request.

When are Refunds provided?

Refunds are issued when PBM cannot provide replacement, i.e. the product is “Out of Print” or not available any more.

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.

Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

How do I cancel an order?

As soon as the product is shipped, you will receive a message by email or sms. You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

Unfortunately, an order cannot be cancelled once the item has been shipped

In order to cancel an item in your order:

 

What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

There are two modes of refund:


Once you have requested the cancellation of item(s) in your order, PBM will complete the cancellation and initiate the refund, depending on the policies.

Shipping

What are the delivery charges?

Delivery charge varies with each product and location. Generally for One Kg or less, it charges Rs. 50 for packing and dispatch but it varies according to area.b

Why does the delivery date not correspond to the delivery timeline of X-Y business days?

It is possible that the PBM or our courier partners have a holiday between the day your placed your order and the date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and PBMs do not work on Sundays and this is factored in to the delivery dates.

What is the estimated delivery time?

PBM generally procure and ship the items within the time specified on the product page. Business days exclude public holidays and Sundays.

Estimated delivery time depends on the following factors:

Are there any hidden costs (sales tax, octroi etc) on items sold by PBMs on PBM?

There are NO hidden charges when you make a purchase on PBM. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay.

 

Delivery charges are not hidden charges and are charged (if at all) extra depending on the PBM's shipping policy.

Why does the estimated delivery time vary for each PBM?

You have probably noticed varying estimated delivery times for PBMs of the product you are interested in. Delivery times are influenced by product availability, geographic location of the PBM, your shipping destination and the courier partner's time-to-deliver in your location.

Please enter your default pin code on the product page (you don't have to enter it every single time) to know more accurate delivery times on the product page itself.

PBM does not/cannot ship to my area. Why?

Please enter your pincode on the product page (you don't have to enter it every single time) to know whether the product can be delivered to your location.

If you haven't provided your pincode until the checkout stage, the pincode in your shipping address will be used to check for serviceability.

 

Whether your location can be serviced or not depends on

 

At times PBM prefers not to ship to certain locations. This is entirely at PBM’s discretion.

 

What do the different tags like "In Stock", "Available" mean?

'In Stock'
For items listed as "In Stock", PBMs will mention the delivery time based on your location pincode (usually 2-3 business days, 4-5 business days or 4-6 business days in areas where standard courier service is available). For other areas, orders will be sent by Registered Post through the Indian Postal Service which may take 1-2 weeks depending on the location.

'Available'
The PBM might not have the item in stock but can procure it when an order is placed for the item. The delivery time will depend on the estimated procurement time and the estimated shipping time to your location.

'Preorder' or 'Forthcoming'
Such items are expected to be released soon and can be pre-booked for you. The item will be shipped to you on the day of its official release The Preorder duration varies from item to item. Once known, release time and date is mentioned.
 
'Out of Stock'
Currently, the item is not available for sale. Use the 'Notify Me' feature to know once it is available for purchase.

'Back In Stock Soon'
The item is popular and is sold out. You can however 'book' an order for the product and it will be shipped according to the timelines mentioned by the PBM.

'Temporarily Unavailable'
The product is currently out of stock and is not available for purchase. The product could to be in stock soon. Use the 'Notify Me' feature to know when it is available for purchase.

'Permanently Discontinued'
This product is no longer available because it is obsolete and/or its production has been discontinued.

'Out of Print'
This product is not available because it is no longer being published and has been permanently discontinued.

Does PBM deliver internationally?

PBM does deliver internationally in locations where we are capable of delivery. The prices and delivery charges will be corresponded via email.