This page explains LekhaPara Publication’s refund policy for physical textbook orders placed by registered agents.
You will learn when refunds are available, how to request returns, and the process for receiving refunds through ledger credits.
Understanding our refund policy helps you know your rights and responsibilities when ordering from LekhaPara.
Effective Date: November 2025
Last Updated: November 2025
Important Note: This refund policy applies only to our physical textbook publishing division. Digital educational content is provided free of charge and does not involve purchases or refunds.
1. Refund Eligibility
Refunds are available only under specific circumstances:
1.1 Damaged Books (Shipping Damage)
Eligibility: Books damaged during ShipRocket courier delivery are eligible for return and refund within 7 days of delivery.
Requirements:
- Damage must be caused by courier handling (not agent mishandling)
- Agent must provide photographic evidence (minimum 5 pictures showing damaged areas and complete package)
- Damage must make books unsellable (torn pages, broken binding, water damage, crushed covers)
- Return request must be submitted within 7 days of delivery date
Process:
- Agent photographs damage immediately upon receiving shipment
- Agent sends photos via WhatsApp to LekhaPara
- LekhaPara reviews evidence to verify genuine shipping damage
- If damage confirmed, LekhaPara raises dispute with ShipRocket for compensation
- LekhaPara repacks and reships replacement order to agent at no cost
- Original damaged books may be returned or disposed of (per LekhaPara instructions)
Refund Method: Replacement order shipped free. No ledger credit issued (replacement provided instead).
1.2 Defective Books (Manufacturing Defects)
Eligibility: Books with manufacturing defects (printing errors, missing pages, binding defects) are eligible for return regardless of delivery timeframe.
Requirements:
- Defect must be manufacturing error (not damage from use or storage)
- Agent must provide photographic evidence showing defect
- Books must be in otherwise good condition (not damaged by agent)
Process:
- Agent photographs defect and sends via WhatsApp
- LekhaPara reviews evidence to verify manufacturing defect
- If defect confirmed, agent returns defective books to LekhaPara office
- LekhaPara manually inspects returned books
- If inspection confirms defect, refund issued as ledger credit
Refund Method: Ledger credit equal to invoice value of defective books. Credit automatically reduces cost of future orders.
1.3 Non-Damaged Returns (Good Condition Books)
Eligibility: Agents can return books not damaged or defective only if books are in good condition after manual inspection.
Requirements:
- Books must be in excellent condition (no wear, no markings, no damage)
- Books must be current season stock (not kept for more than one year)
- Books must be sellable as new (no signs of storage degradation)
- Return must be coordinated with LekhaPara in advance
Process:
- Agent contacts LekhaPara to request return approval
- Agent delivers books to LekhaPara office (or arranges pickup at agent’s expense)
- LekhaPara manually inspects returned books
- Books in good condition accepted; books in poor condition rejected
- If accepted, refund issued as ledger credit
Refund Method: Ledger credit equal to invoice value of accepted books. Credit automatically reduces cost of future orders.
Important: Books in poor condition are rejected as they indicate improper storage for extended periods. This policy is absolute and applies to all agents equally.
2. Non-Refundable Situations
Refunds are NOT available in the following situations:
2.1 Order Cancellations After Payment
Once payment is received and confirmed, orders are finalized and packing begins immediately. Cancellations after payment confirmation cannot be processed once packaging is done and shipment order is placed with ShipRocket.
Why: LekhaPara operates with tight inventory management and immediate fulfillment. Once packing begins, resources are committed and cannot be reallocated.
Alternative: If agent has critical concerns, contact LekhaPara immediately after payment before books are packed. We may accommodate cancellation if packing has not yet started.
2.2 Change of Mind
Agents cannot return books simply because they:
- Ordered wrong titles or quantities
- No longer need the books
- Found better prices elsewhere
- Overestimated demand
Why: LekhaPara operates on a no-credit, advance-payment model to maintain financial stability. Agents are expected to carefully review orders before payment.
Prevention: Agents should carefully review orders before submitting payment. Use the order confirmation call to verify details before paying.
2.3 Storage Damage
Books damaged due to agent’s improper storage (water damage from leaks, pest damage, sun exposure, physical damage from mishandling) are not eligible for refund.
Why: Agents are responsible for proper storage of inventory. LekhaPara cannot be held liable for damage occurring after delivery.
2.4 Unsold Inventory
Agents cannot return unsold books at end of season simply because they did not sell as expected.
Why: LekhaPara operates on a wholesale model. Agents purchase books for resale and assume inventory risk. This is standard practice in textbook distribution.
Prevention: Agents should order conservatively based on confirmed school booklists and realistic sales projections.
2.5 Specimen Copies
Specimen copies provided free for promotional purposes cannot be returned for refund (as they were not purchased).
Why: Specimen copies are gifts for promotional use, not sales inventory.
3. Refund Method: Ledger Credit System
LekhaPara issues all refunds as ledger credits, not cash or bank transfer refunds.
3.1 How Ledger Credits Work
Credit Allocation: When agent returns books (damaged, defective, or non-damaged good condition), the refund amount is credited to their “ledger” account in LekhaPara’s accounting system.
Credit Usage: Ledger credit automatically reduces the cost of future orders.
Example:
- Agent returns ₹5,000 worth of damaged books
- ₹5,000 credited to agent’s ledger
- Agent’s next order totals ₹20,000
- Ledger credit reduces payment required to ₹15,000
- Agent pays only ₹15,000 (₹20,000 minus ₹5,000 credit)
Credit Balance: Agents can check their current ledger credit balance on their agent portal page or by contacting LekhaPara via WhatsApp.
Credit Expiration: Ledger credits do not expire. Credits remain available indefinitely until used.
3.2 Why Ledger Credit Only?
Cash Flow Management: LekhaPara operates with limited working capital. Issuing cash refunds would strain business finances and delay inventory replenishment.
Business Continuity: Ledger credit system ensures agents continue business relationship with LekhaPara, maintaining long-term partnerships.
Administrative Efficiency: Ledger credits are simpler to manage than processing bank transfers or cash refunds, reducing administrative overhead.
Industry Standard: Ledger credit systems are common in wholesale distribution businesses, particularly for small-scale operations.
4. Return Procedures
4.1 Damaged Books (Shipping Damage)
Step 1: Document Damage Immediately upon receiving shipment, inspect all books. If damage found, photograph:
- Damaged books (close-up of damage)
- Damaged packaging (showing courier handling caused damage)
- Shipping label (showing order details)
- Overall package condition (showing extent of damage) Minimum 5 pictures required.
Step 2: Report Damage Send photos via WhatsApp to LekhaPara within 7 days of delivery. Include:
- Order number or invoice number
- Delivery date
- Description of damage
- Number of damaged books
Step 3: LekhaPara Review LekhaPara reviews photos within 24 hours and responds with:
- Confirmation of shipping damage (refund approved)
- Request for additional photos (if evidence unclear)
- Rejection (if damage appears to be agent-caused)
Step 4: Replacement Shipment If damage confirmed:
- LekhaPara raises dispute with ShipRocket
- LekhaPara repacks and reships replacement order at no cost
- Replacement tracking link sent via WhatsApp
- Original damaged books disposed of per LekhaPara instructions (usually kept by agent or discarded)
4.2 Defective Books (Manufacturing Defects)
Step 1: Document Defect Photograph manufacturing defect clearly showing:
- Specific defect (missing pages, printing errors, binding issues)
- Book title and cover
- Multiple angles if necessary to show defect clearly
Step 2: Report Defect Send photos via WhatsApp to LekhaPara. Include:
- Order number or invoice number
- Book title and quantity affected
- Description of defect
Step 3: LekhaPara Review LekhaPara reviews photos within 24 hours and responds with:
- Confirmation of manufacturing defect (return approved)
- Request for additional photos (if defect unclear)
- Rejection (if defect appears to be damage, not manufacturing error)
Step 4: Return Books If defect confirmed:
- Agent delivers defective books to LekhaPara office (or arranges return at agent’s expense)
- LekhaPara manually inspects returned books
- If inspection confirms defect, ledger credit issued
Step 5: Ledger Credit Ledger credit equal to invoice value of defective books credited to agent’s account. Credit visible on agent portal and usable on next order.
4.3 Non-Damaged Returns (Good Condition Books)
Step 1: Request Return Approval Contact LekhaPara via WhatsApp or phone to request return approval. Explain:
- Which books you want to return (titles and quantities)
- Reason for return
- Condition of books (must be excellent)
Step 2: LekhaPara Pre-Approval LekhaPara evaluates request and responds with:
- Approval (if books likely in good condition and current season stock)
- Rejection (if books likely in poor condition or old stock)
- Request for photos (to assess condition before approving)
Step 3: Deliver Books If pre-approved:
- Agent delivers books to LekhaPara office during business hours (call one day in advance)
- Or arranges pickup at agent’s expense (if LekhaPara agrees)
Step 4: Manual Inspection LekhaPara staff manually inspects returned books for:
- Physical condition (no wear, no markings, no damage)
- Storage condition (no degradation, no discoloration, no odor)
- Sellability (can be sold as new books)
Step 5: Acceptance or Rejection
- Books in good condition: Accepted, ledger credit issued
- Books in poor condition: Rejected, agent takes books back (no refund)
Step 6: Ledger Credit If accepted, ledger credit equal to invoice value credited to agent’s account.
5. Timeframes
Damage Reports: Must be submitted within 7 days of delivery
Defect Reports: No time limit (manufacturing defects covered indefinitely)
Non-Damaged Returns: Must be coordinated in advance; no time limit but books must be current season stock
LekhaPara Review: Within 24 hours of receiving photos/request
Replacement Shipment: Within 3-5 days after damage confirmation
Ledger Credit Issuance: Within 24 hours after books accepted
6. Shipping Costs for Returns
Damaged Books (Shipping Damage): Replacement shipment at no cost to agent. LekhaPara covers all shipping costs for replacements.
Defective Books (Manufacturing Defects): Agent responsible for return shipping costs (delivering to office or arranging pickup). This is standard practice as manufacturing defects are rare and agent assumes minimal cost.
Non-Damaged Returns (Good Condition Books): Agent responsible for return shipping costs (delivering to office or arranging pickup). Agent assumes cost as return is agent’s choice, not LekhaPara’s fault.
7. Disputes and Appeals
7.1 Disputed Damage Claims
If LekhaPara rejects damage claim (damage appears agent-caused, not shipping damage), agent may:
- Provide additional photographic evidence
- Explain circumstances (if LekhaPara’s assessment incorrect)
- Request reconsideration
LekhaPara will review additional evidence and issue final decision within 3 business days. Final decision is binding.
7.2 Disputed Return Rejections
If LekhaPara rejects returned books (poor condition assessment), agent may:
- Request detailed explanation of rejection reasons
- Dispute assessment if agent believes books were in good condition
- Request second inspection (if significant disagreement)
LekhaPara will provide detailed explanation and, if warranted, conduct second inspection. Final decision is binding.
7.3 Escalation
If agent believes LekhaPara’s decision is unfair or incorrect, agent may:
- Request written explanation of decision
- Submit formal complaint via email (through contact form)
- Seek resolution through direct discussion with management
LekhaPara is committed to fair treatment and will seriously consider all complaints. However, final decisions rest with LekhaPara management.
8. Limitations of Liability
LekhaPara’s liability for refunds is limited as follows:
Maximum Refund Amount: Limited to invoice value of returned books. No compensation for indirect losses (lost sales, business interruption, etc.).
Shipping Damage: LekhaPara’s liability limited to replacement shipment. Not liable for delays in receiving replacement or business impact of damaged shipment.
Manufacturing Defects: LekhaPara’s liability limited to ledger credit equal to invoice value. Not liable for impact on agent’s business or reputation.
Return Rejections: LekhaPara not liable for agent’s costs in attempting to return books later rejected (transportation costs, time spent, etc.).
9. Contact for Refund Requests
WhatsApp (Recommended): Send photos and refund requests via WhatsApp during business hours (10 AM – 8 PM, Monday-Saturday)
Phone: Call during business hours for urgent refund inquiries
WhatsApp/Call: +91 9144336641 [Business hours: 10 AM – 8 PM]
Office Visit: Deliver returned books to office during business hours (call one day in advance to confirm staff availability)
Office Address:
LekhaPara Publication
Unity House (House No.: N0001)
Beside Madrasa Para Juma Masjid
Madrasa Para, Chhoto Sujapur
Malda 732206, West Bengal, India
10. Changes to Refund Policy
LekhaPara reserves the right to modify this Refund Policy at any time. Changes effective immediately upon posting on LekhaPara.in. Agents will be notified of significant changes via WhatsApp. Continued business relationship after changes constitutes acceptance of modified policy.