Refund policy
We want you to be happy with your purchase from New Horizons Books. If something isn't right, please review the policy below and contact us so we can determine the best option for your situation.
Returns
Eligible items may be returned for an exchange or store credit when a return request is made within 14 days of delivery or pickup.
To be eligible for a return:
- Items must be unread, unused, and in their original, sellable condition.
- Books must be free of writing, bent or damaged covers, stains, or other signs of use or damage.
- Proof of purchase, such as your receipt or order number, is required.
- You must contact us at support@newhorizonsbooks.com before returning an item.
Once your return is approved, the item must be shipped back within 7 days of approval.
Please do not send merchandise back without contacting us first. Returns sent without prior approval may not be accepted.
Exchanges & Store Credit
Approved returns are generally eligible for an exchange or store credit rather than a refund to the original payment method.
Store credit does not expire unless an expiration date is clearly stated when the credit is issued.
Refunds to the original payment method may be provided in limited circumstances, including when:
- New Horizons Books sent the wrong item.
- An item arrived damaged or defective.
- New Horizons Books is unable to fulfill an order.
- We determine that a refund is appropriate based on the individual circumstances.
Return Shipping
Customers are responsible for return shipping costs for standard returns.
New Horizons Books will cover reasonable return shipping costs when:
- We sent the wrong item.
- An item arrived damaged or defective.
If you return an item at your expense, we recommend using a trackable shipping method. Customers are responsible for ensuring that returned merchandise reaches us safely. New Horizons Books is not responsible for return packages that are lost or damaged in transit.
Original shipping charges are nonrefundable unless the return resulted from an error by New Horizons Books or the item arrived damaged or defective.
Damaged, Defective, or Incorrect Orders
Please inspect your order when it arrives.
If your order is damaged, defective, or contains the wrong item, contact support@newhorizonsbooks.com within 7 days of delivery. Please include:
- Your order number
- A description of the issue
- Photos showing the damage, defect, or incorrect item
Depending on the circumstances, we may offer a replacement, exchange, store credit, or refund.
Greeting Cards
Greeting cards are final sale and cannot be returned or exchanged.
If a greeting card arrives damaged or you receive the wrong item, contact us within 7 days of delivery so we can make it right.
Gifts & Merchandise
Eligible gifts, merchandise, and other non-book products follow our standard 14-day return policy unless the product is specifically marked as final sale.
Clearance & Discounted Items
Clearance items are final sale and cannot be returned or exchanged.
Discounted items are not eligible for a refund or store credit. Eligible discounted merchandise may be exchanged for:
- The same product, or
- Another item of the same price.
All other return eligibility requirements still apply.
Preorders
Preorders may be canceled before the item has shipped from our vendor.
Once a preorder is in transit from the vendor to New Horizons Books, the order can no longer be canceled.
After a preorder has been fulfilled and delivered or picked up, it is eligible for return under our standard 14-day return policy.
Special Orders
Special-order items are final sale and cannot be returned or exchanged unless the item is damaged, defective, or incorrect.
Local Pickup Orders
For local pickup purchases, the 14-day return period begins on the date the order is collected.
Gift Cards
Gift cards are nonrefundable and cannot be exchanged for cash except where required by law.
Under California law, eligible gift cards with a remaining cash value of less than $15 may be redeemed for cash upon request.
Gift cards are otherwise subject to applicable California gift card laws.
Holiday Returns
Eligible purchases made between November 1 and December 24 receive an additional 30 days beyond our standard return period, providing a total return window of 44 days from delivery or pickup.
All other eligibility requirements in this policy continue to apply. Items designated as final sale remain final sale during the holiday period.
Before Sending a Return
Please email support@newhorizonsbooks.com before sending anything back.
Include your order number and a brief explanation of the situation. We'll review your request and discuss the available options with you before providing return instructions.
New Horizons Books reserves the right to decline returns that do not meet the requirements of this policy.