Last Updated: November 2026

At Prime Pupil (www.primepupil.com), we strive to provide quality educational and literary products to our customers. We want you to have a satisfactory shopping experience.

Please read our Return and Refund Policy carefully before placing an order.

1. Products Covered

This policy applies to products purchased through Prime Pupil, including:

• Printed academic books, digests and workbooks.
• Printed poetry and fiction books.
• Teachers’ books and educational resources.
• eBooks and downloadable PDFs.
• Other digital educational and literary materials.

Different return and refund conditions may apply to physical and digital products.

2. Returns of Printed Books and Physical Products

Customers may request a return or replacement if they receive:

• A damaged or defective book.
• An incorrect book or product.
• A product that is significantly different from the description provided on the website.

Customers are requested to report such issues within 48 hours of receiving the order.

To process a return or replacement request, customers should provide:

• Order number and purchase details.
• A description of the problem.
• Clear photographs or a short video showing the damage, defect or incorrect product.
• Photographs of the packaging, wherever necessary.

After examining the complaint, Prime Pupil will communicate the appropriate resolution.

3. Conditions for Returns

• Products should be returned in their original condition, wherever reasonably possible.
• Books showing signs of intentional damage, misuse or alteration may not qualify for a return on those grounds.
• A return request based solely on a change of mind may not be accepted.
• Any return or replacement will be handled in accordance with applicable consumer protection laws.

4. Refunds for Printed Products

Refunds may be considered in the following circumstances:

• The ordered product cannot be supplied.
• The product is confirmed to be damaged or defective and a replacement is not available or appropriate.
• An incorrect product has been delivered and a suitable replacement cannot be arranged.
• An order is cancelled by Prime Pupil.

Once a refund is approved, it will be processed through the original payment method wherever possible.

The time taken for the amount to appear in the customer’s account may depend on the bank or payment service provider.

5. Pre-Ordered Books

Certain printed books may be offered through a pre-order arrangement.

Where a minimum of 20 confirmed pre-orders is specified for a particular book:

• Printing will proceed once the required number of confirmed pre-orders has been received.
• Pre-orders for different books will be counted separately.
• If the required number is not achieved within the announced period, customers will be informed about the next steps.
• Customers will be offered cancellation and a refund if the printing process does not proceed.
• If printing is delayed significantly, customers will be informed about the revised schedule and available options.

Refunds for cancelled pre-orders will be processed through the original payment method wherever possible.

6. Cancellation of Orders

Customers may request cancellation before their order has been dispatched.

• Cancellation requests will be considered if the order has not entered the dispatch process.
• Once an order has been dispatched, cancellation may no longer be possible.
• Pre-ordered books may be subject to separate cancellation conditions, which will be communicated at the time of ordering.

Nothing in this policy limits any cancellation or refund rights available under applicable law.

7. eBooks and Downloadable Products

Digital products, including eBooks, PDFs and downloadable study materials, are supplied electronically.

Because digital products may become accessible immediately after purchase:

• Refund requests based solely on a change of mind may not be accepted after the digital content has been accessed or downloaded.
• Customers should check the product description and compatibility information before purchasing.
• If a purchased file is corrupted, inaccessible or significantly different from its description, customers may contact us for assistance.
• If the issue cannot be resolved through a replacement file or technical support, an appropriate refund may be considered.

These conditions are subject to applicable consumer protection laws.

8. Non-Refundable Circumstances

Unless otherwise required by applicable law, refunds may not be provided for:

• Products purchased after the customer has reviewed their descriptions and specifications, merely because of a change of preference.
• Digital products that have been successfully accessed or downloaded, where no defect or other valid refund ground exists.
• Damage caused by improper handling or misuse after delivery.
• Requests arising from incorrect information supplied by the customer, where the product has been supplied as ordered.

9. Refund Processing Time

Once a refund is approved:

• The refund will normally be initiated within 7 working days.
• The actual time taken for the amount to reach the customer’s account may depend on the bank, card issuer or payment service provider.
• Customers may be asked to provide relevant order or transaction details to help process the refund.

10. Shipping Charges

• Original shipping charges may not be refundable for ordinary cancellation or change-of-mind requests.
• If a return or replacement is required because of an incorrect, damaged or defective product supplied by Prime Pupil, the applicable shipping costs will be handled appropriately.
• Additional shipping charges for re-delivery caused by incorrect address information or unsuccessful delivery attempts may be borne by the customer, where applicable and legally permissible.

11. How to Request a Return or Refund

To request a return, replacement or refund, please contact us with the following information:

• Customer’s name.
• Order number.
• Registered email address.
• Description of the issue.
• Photographs or supporting evidence, wherever applicable.

12. Contact Us

For return, refund, cancellation or order-related enquiries, please contact:

Website: www.primepupil.com

Email: [Insert official Prime Pupil email address]

Phone/WhatsApp: [Insert official contact number]

Location: Ahmedabad, Gujarat, India

We will make reasonable efforts to review and resolve customer complaints promptly and fairly, in accordance with applicable laws.

Thank you for choosing Prime Pupil and supporting independent educational and literary publishing.

Prime Pupil – Learn, Explore, Read and Grow!