Refund & Cancellation Policy

1. Scope

This policy applies to all orders placed on gksmartbook.in and is read together with the Terms & Conditions and Shipping & Delivery Policy. It does not limit your rights under the Consumer Protection Act, 2019.

2. Printed books — cancellation

• Before dispatch: you may cancel a printed-book order for a full refund by contacting support with your order number.
• After dispatch: the order can no longer be cancelled; you may refuse delivery or raise a return request instead.
• Return window after delivery: [PHYSICAL BOOK RETURN WINDOW — TO BE PROVIDED].
• Books must be returned unused, unmarked and in their original condition and packaging, except where the item was damaged, defective or wrongly supplied.

3. Printed books — damaged, defective, wrong or missing items

• Report a damaged, defective, incorrect or missing item to support as soon as possible after delivery, with your order number and photographs of the item and packaging.
• Where the claim is verified we will replace the item, or refund it if a replacement is unavailable.
• For our error — damage in transit, printing/binding defect, wrong or missing title — you do not pay return shipping.
• For a change-of-mind return where accepted, the outward and return shipping cost may be deducted from the refund.

4. Printed books — delivery problems

• Failed delivery due to an incorrect or incomplete address, repeated unavailability or refusal may result in return-to-origin; a refund of the product value may then be made after deducting shipping actually incurred.
• For a shipment lost in transit we will trace it with the courier and then replace or fully refund it.

5. Digital books

Digital books are delivered immediately after payment verification and are personal to you, so a change of mind after the file has been accessed cannot normally be refunded. A refund or free replacement will be provided where:

• the file is corrupt, incomplete, unreadable or materially different from the listing;
• the wrong title or wrong edition was delivered;
• you were charged more than once for the same title;
• access could not be granted, or a technical fault on our side prevents you from downloading the file and we cannot fix it within a reasonable time;
• the transaction was unauthorised and is confirmed as such;
• the title is withdrawn by us before you were able to download it.

6. Failed, duplicate and pending payments

• If money is debited but the order shows as unpaid or failed, the amount is normally reversed automatically by your bank or UPI provider. Contact us with the order number and payment reference if it is not.
• Genuine duplicate payments for the same order are refunded in full to the original payment method.
• Where a payment stays pending, no goods or digital access are released until the payment provider confirms the outcome.

7. Orders cancelled by us

If we cancel an order — for unavailability, a listing or pricing error, failed verification, suspected fraud or an undeliverable address — you receive a full refund of everything paid for that order, with no deduction.

8. Seller / publisher products

At present GK Smart Book sells from its own inventory as a retail seller. The Seller / Publisher section of the site is an application and evaluation form only — independent sellers cannot currently list, price or fulfil orders through the platform. Marketplace-specific obligations described here apply only if and when that functionality is switched on. If marketplace orders are enabled later, returns and refunds for seller-supplied products will follow this policy as a minimum, and the applicable seller and process will be identified on the order.

9. How refunds are made

• Refunds go back to the original payment method through our payment provider. We cannot refund to a different account.
• Refund initiation and credit timeline: [REFUND PROCESSING TIMELINE — TO BE PROVIDED]. Once initiated, the time for the credit to appear depends on your bank or UPI provider.
• Coupon discounts are not refunded in cash; only the amount actually paid is refunded.
• Shipping charges are refunded in full where the fault is ours.

10. How to raise a request

Email [CUSTOMER SUPPORT EMAIL — TO BE PROVIDED] with your order number, the item concerned, what went wrong and photographs where relevant. Unresolved requests can be escalated through the Grievance Redressal page.