Refund Policy – Australian Book and Language Studio
Effective date: 8 January 2026
This Refund Policy applies to purchases from the Australian Book and Language Studio (“ABLS”, “we”, “us”, “our”) website, including books and non-accredited online English courses.
1) Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product or service you buy from us fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, or having the service performed again depending on the circumstances. (ACCC)
Important: Signs or statements like “no refunds” can be illegal if they imply you do not have rights for faulty goods or services. (Queensland Government)
2) Queensland note
In Queensland, consumer protections and refund rights are enforced through the ACL framework as applied in Queensland (including through Queensland fair trading laws and regulators). (Queensland Legislation)
3) Change-of-mind returns (optional store policy)
ABLS is not required to provide a refund or replacement if you change your mind (for example, you bought the wrong item, found it cheaper elsewhere, or no longer want it). (ACCC)
However, we may offer a change-of-mind return for physical books on these conditions:
- Return request within 14 days of delivery
- Item is unused, unmarked, and in resaleable condition
- You provide proof of purchase
- Return shipping is paid by the customer (unless the item is faulty)
If approved, we will provide either:
- an exchange, or
- a store credit, or
- a refund (at our discretion)
This change-of-mind policy does not limit your ACL rights.
4) Refunds for books (physical goods)
4.1 When you are entitled to a remedy
If a physical book:
- arrives damaged,
- is faulty, or
- is significantly not as described,
you may be entitled to a remedy under the ACL. Remedies depend on whether the problem is major or minor. (ACCC)
- Major problem: you can generally choose a refund or replacement. (ACCC)
- Minor problem: we may offer a replacement (or other appropriate remedy) within a reasonable time. (ACCC)
4.2 Return shipping for faulty/damaged books
If a physical book is faulty/damaged or not as described, ABLS will cover reasonable return shipping costs (or provide an alternative solution, depending on the circumstances).
4.3 What we may ask for
To assess a book return, we may request:
- order number and proof of purchase
- photos of the damage/fault and packaging
- return of the item (where reasonably required)
5) Refunds for digital books / PDFs (downloadable goods)
If you purchase or obtain a downloadable book/PDF:
- Change-of-mind refunds are generally not available once a download link has been issued or the file has been accessed, except where required by the ACL.
- If the digital product is faulty (e.g., corrupted file, cannot be opened, wrong file supplied), we will provide a replacement file or other remedy. If the issue is major and cannot be fixed within a reasonable time, a refund may apply. (ACCC)
6) Refunds for non-accredited online English courses (services + digital access)
6.1 Consumer guarantees for services
Under the ACL, services (including online courses) come with consumer guarantees (for example, that services are provided with due care and skill, are fit for purpose where you told us your purpose, and are supplied within a reasonable time). If these guarantees aren’t met, remedies may include having the service performed again or a refund/cancellation depending on the severity of the failure. (ACCC)
6.2 Course refunds – ABLS store policy (in addition to ACL)
Because online courses involve immediate access to digital content and/or reserved teaching capacity, our standard policy is:
Self-paced courses (instant access)
- If you have not accessed the course platform/materials, you may request a refund within 7 days of purchase.
- If you have accessed course materials (including downloads, modules, or members-only pages), we generally do not offer a change-of-mind refund, except where required by the ACL.
Courses with live sessions (Zoom / tutor-led)
- If you cancel more than 48 hours before your first scheduled session, we will offer a refund or credit (your choice).
- If you cancel within 48 hours of the first session, we generally offer a credit (not a refund), unless required by the ACL.
- If ABLS cancels a session or cannot provide the course as scheduled, we will offer a reschedule or refund as appropriate. (ACCC)
Nothing in this section limits your rights under the ACL.
6.3 Course suitability
If you are unsure whether a course is suitable for your level or goals, contact us before purchasing. If you told us a specific purpose and the course is not fit for that purpose, ACL remedies may apply. (ACCC)
7) How to request a refund or return
To request a return/refund, contact us at:
Email: contact@abls.com.au
Include:
- your name
- order number
- what you purchased (book/course)
- the reason for the request
- photos/screenshots if relevant (e.g., damaged book, file error, access issue)
We may ask for additional details to assess the claim fairly.
8) Refund method and timing
Approved refunds are usually processed:
- to the original payment method where possible, and
- within 5–10 business days after approval (timing may depend on your bank/payment provider).
9) Disputes / escalations (Queensland and Australia)
If you are not satisfied with our response, you can seek help from consumer regulators. In Queensland, you can contact the Queensland Office of Fair Trading. You may also have the option of tribunal processes (such as QCAT) depending on the nature of the dispute. (Queensland Government)
10) Updates to this policy
We may update this Refund Policy from time to time. The latest version will be posted on our website with the “Last updated” date.
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