Knowledge base

• Visit www.centralbooksonline.com
• Click on “Icon” - visible at right side of the top corner - please find the screen shot below.
• Login - Can be done with Email id or Phone number.
• If we are New User, we can logn with Emal id or Phone Number.                   
• OTP will be sent to the Entered Phone Number or Email id.
• Enter OTP – You will be prompted to next window
• Enter the First name, Last name, and Email address/ Phone Number– click on register
• Your account is registered now.
• If we are existing user, when we enter the registered Phone Number or Email Id.
   Then the page will re-direct to the website.

1. OTP request will be sent to registered Mobile number or Email ids.

2. If OTP is not received on the registered Mobile number, it might be network issue.

3. You can raise a ticket for the same. Our team will ensure to respond to you on Immediate basis.

School Zone

The School Zone consists of school books list, to purchase the books from this tab, An auto generated link will be provided by your particular school. Please contact school administrator for the link.

• Once the school is selected, please click on next and the list of classes will be displayed.
• Please select your Class and "IInd Language" - You will be prompted to next window
• Please enter your child name and Admission number(optional for some schools)                               
  
• Please select add to cart button/Buy now, Then you will be prompted to next window
• Click on proceed for checkout                                                                                                                            
  
• Update/Fill your shipping address
• Click on Next
• Click on the payment method - Once you click, your order summary will be shown on the right side.
  
• Confirm and Complete the payment 
• We have all kinds of online payments available - please make the payment as per your requirement. 
• Do not refresh the page until you get the confirmation page.
• An order number will be generated and displayed on the window.
• The same can be viewed under My account > My Orders.                                                                     
• 

***For Admission based orders - You will be prompted for Admission number first, once the admission number is entered, the required class and language will be directly displayed.

For further concerns on placing the order- please follow the link and raise a request, our team will contact you with in 24 hrs.

   **Cancellation of order - Before the order is Delivered/Dispatched.

• Visit www.centralbooksonline.com and log into your account. (Please follow the link on how to login) (https://centralbooksonline.freshdesk.com/en/support/solutions/articles/82000879269-how-to-create-an-account-and-login-to-central-books-website-)
• Go to my orders
• Select the order you want to cancel
• Click on "Cancel" the order.
• You will be prompted to next window, Enter the reason for cancellation.
• Click Submit then your order will be cancelled.

***Refund of a cancelled order will be processed with in 7 to 10 business days from the order cancelled date.

Note** Order can be cancelled before the invoice is processed and moved to dispatch section.
If you are unable to cancel the order, please follow the below link for raising a ticket. Our team will contact you with in 24 to 48hrs.
Raise a request.

Once the order is successful, the customer will receive a confirmation on the registered email and Phone number.

There are different stages of order from order confirmation to order delivered state. Each stage is explained below.

"Processing" mode : The order is successful and It will processed further.

"Complete" mode : The order Invoice is verified and processed further for packing the order.

"Dispatched to Courier" : The courier partner is assigned and dispatched - Tracking number will be generated.

"Delivered": The order is delivered.

"Cancelled" : The order is cancelled.

"Pending" : The order is unsuccessful, either the payment is failed or not complete.
Note: If your amount is deducted and the order status is "PENDING" in this case - If the payment is successful our team will confirm the order in next 24 hrs. or if the payment is cancelled it will be "returned" to your account with in 7 to 10 business days. 

For further concern on the status of the order - please follow the link  and raise a concern, our team will respond in 24 to 48 hrs.

- Once the order is placed, we cannot change the mobile number.

- As the invoice is already generated, we will not be able to change the mobile number.

- If the mobile number is entered incorrectly or if you want to update the correct contact details, Please raise a request through provided link Request for change in Mobile number.

- Our customer support team ensures to communicate the same with our dispatch/delivery team immediately.

Order details in MY CENTRAL BOOKS ACCOUNT

- Login to Cetral Books Account - Article on How to Register and Login.
- Click on My Account
- Select My orders
- We can see the status of the order.

- If the Order status is pending/cancelled the order is unsucessful or cancelled.
- For any concerns related to status of your order or IF the amount is debited from your account and order is unsucesful - Raise a request.
- Our team will contact you with in 24 hrs with complete details.

****Please note: If the amount is deducted and the transaction is unsucessful, the deducted amount will be automatically refunded into your account with in 7 to 10 business days**.

- Visit our website - www.centralbooksonline.com

- Login to the website

- Click on My Account > Orders > "Order number"

- You will be able to view the order list and details of items in the order.                                                                                                                                                                                                                                

You can update your delivery address by logging into your account on www.centralbooksonline.com.

• Go to My Account → Orders and select the order you wish to update.

• The shipping address can only be modified if the order is still in the Processing stage.

• Once the order has been dispatched, the delivery address cannot be changed. Request you to Raise a Ticket by clicking the link https://centralbooksonline.freshdesk.com/support/tickets/new.

What should I do if I selected the wrong language for my books (for example, Hindi instead of Telugu)?

If you have accidentally selected the wrong language while placing your order, don’t worry — we’ll help you correct it.

Please raise a request with us, and we will create the replacement links for the correct language. If there is any price difference, a refund will be processed after we receive the original item

• We offer several payment options for your convenience
• If you have any questions or run into any issues while making a payment, please raise a ticket and our support team will assist you. 
• You can also view all our available  Payment Modes here 

We have different payment options, through them you can make the payment.

** Do not refresh the page or go back until you receive a confirmation page. Once the order is sucessfully placed, you will be directed to page which displays - "sucess message and order number".

**Raise a concern if you are still facing an issue while making the payment.

****Please note: If the amount is deducted and the transaction is unsuccessful, the deducted
 amount will be automatically refunded into your account with in 7 to 10 business days**.

- If the transaction is successful and the order status is "pending" then our team will notify the 
order confirmation message with in 24 hrs.

- If the Order status is pending/cancelled then the order is unsuccessful - For any concerns 
related to status of your order or IF the amount is debited from your account and order is 
unsuccessful -  then you can Raise a request - Our team will contact you with in 24 hrs with complete details.

• The amount which is charged for delivering the product and is applicable on all the online orders. 
• Shipping charges are non-refundable. Minimum charges Rs.225/-
• The shipping charges vary, based on the weight of the box.

**Shipping charges are non-refundable.

- Refund will be processed for cancelled orders.
- You can login into central books account and cancel the order
- Refund will be processed with in 7 to 10 business days from the request date.
- Shipping charges are non-refundable(if the order is already dispatched from our end)

- For further concerns/queries on the Refund issues please Raise a ticket.

- The refund will be processed with in 7 to 10 business days from the requested date.
- Refund will be credited back to the same account from which the payment is made.

For Example: If I am making payment through Google pay(Which is linked to HDFC account)
"The refund will be processed to same(HDFC account)" - This applies to the credit card also.

**Due to any technical issue if the refund could not be processed automatically, Then our customer support team will immediately contact the customer within 24hrs.

• Currently, we do not provide the Cash on Delivery (COD) facility. All orders must be prepaid at the time of purchase.

- we have different payment methods avaialble, Hence once you are prompted to the payment page, you can choose any one option and complete the payment.

- If the payment page is not displayed or giving an error, Please follow the below steps

- You can refresh the page, close the browser and re-open browser again.

- Ensure your system is cookie free, Please remove the cookies and cache memory and browsing history.

- Restart your system or phone.

- If still the issue persist, Request you to Raise a Concern

- Our customer support team will ensure to contact you back with in 24 to 48 hrs.

• The orders are delivered within 3 to 5 business days from the order date.
  
• Bulk orders have a predefined delivery time which would be mentioned during order placement.

• All the items are carefully packed. We ensure that the products do not get damaged or torn. Our courier vendors are well trained to handle and deliver the cargo safely to the delivery destination
• For any damaged products, you can raise the RMA request - Please check the RMA article for details on How to raise an RMA.

- The order request will be packed and Dispatched to our assigned Courier partners.
- The courier partners will ensure to deliver the pack safely at your door step(shipping address)

For any concern related to delivery partners:
- Delivery boy is rude or asking the customer to come and collect.
- If the order is not delivered in proper condition or pack is opened.
- courier person is delaying the delivery or unable to contact them.
** Please raise an immediate concern - Link to raise a ticket

****Our team will ensure to contact you with in 24 hrs. Delivery related concerns are handled on priority basis. Please raise a concern, Our agent will reach you as soon as possible.

- Once the order is dispatched - it will be assigned to a courier partner and tracking number will be generated.

- The Courier and tracking details will be sent to registered mobile number of customer once they are assigned- the dispatch date and time will be notified.

For order dispatch related concerns - Please raise a request from the given link below, if you are unable to track the order or if you have not received the order dispatch details.

For any concern related to delivery partners, you can raise the request here.

Dispatch and Delivery - Raise a ticket

*****Dispatch related concerns are worked on priority basis. Our team will try and reach you early.

****The PRE-BOOKING orders will be dispatched as per the time line provided at the time of booking or if there are any changes related to the dispatch date, our team will inform the same.

       For order dispatch related concern please raise a ticket - Follow the link.

Pre-booking orders will be dispatched as per the timeline provided at the time of booking. In case of any changes to the dispatch date, our team will keep you informed.

• Currently we do not have any such option available with us.
• You can open and watch the contents of product only after accepting the delivery.
• If there is any concern with the product after the delivery please click on to the link https://centralbooksonline.freshdesk.com/support/tickets/new  to raise a request. So one of our suport executive will reach out to you within 24-48 hours.

• If you receive a package that looks like it has been opened or tampered with, please do not accept the delivery. Instead, refuse the package and immediately contact Central Books to report the issue. 

****Our team will ensure to contact you with in 24 hrs. Delivery related concerns are handled on priority basis. Please raise a concern, Our agent will reach you as soon as possible.

Link to raise a ticket

• Shipping Address: This is the physical location where you want your order to be delivered. 

• Often, your shipping and billing addresses are the same, but they can be different. For example, you want to have your order delivered to your home address (shipping address) while you pleace the order from workplace (billing address).

• Shipping time refers to the time taken to prepare, pack, and get your order ready before dispatch. This usually happens within 24–48 hours.

• Delivery time is the total time taken for your order to reach you, which is typically 3–5 working days from the date of purchase (excluding weekends and national holidays).

• In rare cases, due to unforeseen circumstances, your order may experience a delay. If this occurs, we will notify you via email with the updated delivery timeline.
• You can also log in to your account at any time to track the current status of your order. If you would like to raise a request about delay in delivery, please click here. 
• Once submitted, one of our support executive will coordinate with the relevant team to ensure your order is delivered as quickly as possible, typically within 24–48 hours. 

• We are partnered with multiple reliable courier services to ensure safe and timely delivery. The courier is automatically assigned based on your delivery location and service availability.
• At present, customers cannot select a preferred courier service.

• Tracking details are automatically sent to your registered email address and mobile number once your order has been dispatched. You can use these details to easily track your shipment.                                 

However, if you have any concerns on the received tracking details you can raise a ticket. Link to raise a ticket

Missing Request:

1. Please login into Central Books account - Link for Missing request

2. Go to My Account, My orders - Click on "Return" - Please find the screen shot for reference.

3. It will be re-directed to next page - Select the items Missing and reason in the given options  - Please find the screen shot.

4. We can attach any files if required.
5. Click on Return policy. 
6. Submit.

- A confirmation mail/message will be sent to your email address and registered mobile. 
The RMA Missing request is created*

****If you are unable to create the request or need any help from customer support please raise a concern, our team will reach you with in 24 hrs.

Link for Missing request

1. Please login into Central Books account - Link for Replacement request

2. Go to My Account, My orders - Click on "Return" - Please find the screen shot for reference.

3. It will be re-directed to next page - Select the items which you wanted to replace(Replacement Books/Items) and reason in the given options  - Please find the screen shot.

4. We can attach any files if required.
5. Click on Return policy. 
6. Submit.

- A confirmation mail/message will be sent to your email address and registered mobile. 
The RMA Replacement request is created*

****If you are unable to create the request or need any help from customer support please Raise a Concern, our team will reach you with in 24 hrs.

Once the order is delivered, Return and cancellation request can be raised with in 7 business days.

The order Return/cancellation request can be raised for a complete order. "Partial order" return/cancellation is not acceptable".

Once the cancellation request is raised, our team review's the request and if the request is approved,  then order return process will be initiated.

The Return and Refund process will be Processed in 7 to 10 business days.

How to Raise a cancel/return request?

1. Please login into Central Books account - Link for cancel request

2. Go to My Account, My orders - Click on "Cancel/refund" - Please find the screen shot for reference.

3.Write the comments/reason for cancellation
4.Click on the check box
5.Submit

- A confirmation mail/message will be sent to your email address and registered mobile number, once the RMA Replacement request is created*

****If you are unable to create the request or need any help from customer support please raise a concern, our team will reach you with in 24 hrs.

• My Account is your personalised dashboard on Central Books Online, designed to make managing your purchases simple and convenient.
• By creating an account, you can enjoy several benefits:

  • Effortless order management – View all your orders in one place.

  • Easy tracking – Track your shipments in real time.

  • Quick actions – Cancel, return, or request replacements with just a click.

  • Account overview – Access and update your personal details anytime.

• With My Account, you have complete control over your shopping experience—all from one easy-to-use dashboard

• No, you cannot shop without creating an account. You can quickly register using your mobile number or email ID, and once registered, placing orders becomes easy and seamless. 

• In the BookZone, if a product is out of stock, you can add it to your Wish List. 
• Once it’s back in stock, you can complete your purchase.                             

• If you experience difficulties logging in, ensure that your browser accepts cookies.
• If the issue persists, try again later in case the site is undergoing maintenance.Alternatively, clear your browser history and attempt to log in from another device. 

• All books undergo a quality check before dispatch to ensure authenticity. Apart from that, we also make sure that you receive the latest edition of books.

• You can save the products that you want to purchase in Wishlist, so that you do not waste your time searching for them later.
•  Please note that the price and availability of products remain subject to change. Your Wish List is meant to remind you of the products you wish to purchase. 

• No, your account will not be deleted. The account does not have an expiration date. You can log in and shop on our website anytime at your convenience.

For bulk order requests, please email your requirements to info@centralbooksonline.com, specifying the following details:

• Product Name

• 13-digit ISBN Number

• Publisher

• Quantity

Our team will provide you with a quotation and availability information.

• No, while purchasing online, you will not be able to view the book’s pages. The book title, author, edition and publisher details can be viewed on the website.

• We always keep stock of the latest editions. However, orders are processed based on the Title and ISBN provided by the customer.
• If a new edition is released after your order is placed, the version you receive will depend on the details you entered (Title and ISBN). If you specify the latest edition, we’ll ensure you receive it. 

• We’re happy to help! Just give us a call at 08047183344 for product-specific details.

• No, partial cancellation of the order is not possible. As we deal with school kit orders, and they are procured for complete academic year as per the school requirement.

• No, we do not take orders over phone.

• You can raise a request for a missing book, and one of our customer support executives will contact you regarding the issue within 24hours

If the product doesn’t meet your expectations, please reach out to 08047183344. We’ll review your concern and ensure that the issue is resolved promptly.

Your security is our top priority. At Central Books, all online payments are processed through secure and trusted payment gateways that use advanced encryption technology. We do not store your card details, and every transaction is verified to ensure safe and fraud-free shopping. 

You are requested to read terms with respect to this Website before using the same. By continuing to access or use this website and or any portion of it, you agree that you have read and understood the Terms and Conditions stated herein and that you agree at all times to be bound by these Terms and to any updated Terms and conditions that we may publish from time to time (without prior notice).

These Terms and Conditions are in addition to any other agreements between you and CBO. In no circumstances CBO be held liable for any damages occasioned to you as a consequence of the amendment, disruption, suspension or deletion of its website. You undertake not to disrupt, or attempt to disrupt, the functioning of the website. CBO reserve the right to change any of the Terms and Conditions, which change shall become effective immediately.

1. User Obligations:
   1. The below mentioned provisions are for the benefit of CBO, its subsidiaries, affiliates and its third party content providers and licensers and each shall have the right to assert and enforce such provisions directly or on its own behalf.
   2. You shall use the website for lawful and permitted purposes only.
   3. You shall not post or transmit through the website any material which violates or infringes in anyway upon the rights of any person, which is unlawful, threatening, abusive, defamatory, invasive of privacy, vulgar, obscene, profane or otherwise objectionable, which encourages conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate any law, or which contains advertising or any solicitation with respect to products or services.
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   6. It shall be your responsibility to seek the advice of professionals, as appropriate, regarding the evaluation of any specific information, opinion, advice or other content obtained by you from the website or in a website advertised in the website.
   7. You shall not send to us any unsolicited ideas. If you send to us any such unsolicited ideas, they shall unconditionally become the property of CBO and you shall have no further claim towards such unsolicited ideas.
   8. You shall not upload, post or otherwise make available on our website any material protected by copyright, trademark or other proprietary right without the express permission of CBO and the owner of the copyright, trademark or other proprietary right and the burden of determining that any material is not protected by copyright rests with you. You shall be solely liable for and you shall indemnify us against all claims, liabilities, actions, proceedings and costs that CBO may be subjected to, whether or not any damage is caused to any third party resulting from any infringement of copyrights, proprietary rights, or any other harm resulting from such a submission.
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   10. You may download copyrighted material from the website only upon purchase. Such downloads shall be only for your personal use. Except as otherwise expressly permitted by the website or under copyright law, no copying, redistribution, retransmission, publication or commercial exploitation of downloaded material will be permitted without the express written permission of CBO and the copyright owner.
   11. If any content posted on the website seems copied from another work or if infringing any other copyrighted work, you shall inform us of the same, along with a brief statement of reasons for the same so that we may eliminate such infringing work from the Website.
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   14. You shall ensure that you have completed Eighteen (18) years of age at the time of registering on the website.
   15. You shall not share your username or password meant to access your account on the website with anyone.
2. CBO's monitoring:
   We shall have the right to monitor all the content in the website in order to ensure that there is no violation of the Terms and Conditions. If we find, in our sole discretion, that any content is in violation of the Terms and Conditions or is otherwise objectionable, we reserve the right to remove such content from the website, without prior notice to you. We shall have the exclusive right to refuse to remove material or post certain material on the website.
3. Confidentiality:
   Information which is specifically identified as confidential at the time of disclosure shall at all times be kept confidential by you and shall not be disclosed to anyone without our prior written consent.
4. Commercial Terms: You agree that you shall pay all charges and expenses, if any, incurred in connection with use and access of the Website at the rates in effect when the charges were incurred. Such charges shall be charged to the credit card number provided by you during the purchase. If you fail to pay such charges, we reserve the right to initiate appropriate legal proceedings against you for recovery of such charges.
5. Indemnification:
   You shall hold harmless and indemnify us against any loss, damage or liability arising out of or in connection with your use and access of the Website and/or the contents therein.
6. Change in Service:
   Central Books Online reserves the right to modify, suspend, or discontinue the availability of the website at any time, and Central Books Online will not be liable to you for any damage or loss caused to you due to its exercise of such right.
7. Reserve the right:
   You may not use the website or the contents therein for any illegal purpose. Central Books Online (CBO) reserves the right to prohibit you from accessing the website.
8. Right to Receive the Information:
   The website shall receive information about your use of the website. Such information is subject to our Privacy Policy.
9. Limitation of Liability:
   Neither CBO nor any of its affiliates shall be liable to you for any incidental or consequential damages for breach of any express or implied warranty, breach of contract, negligence, strict liability or any other legal theory.
10. Arbitration:
    The Terms and Conditions shall be construed according to the laws of India and any dispute arising between you and CBO shall be submitted to arbitration in accordance with the Arbitration and Conciliation Act, 1996. You agree to subject yourself to the exclusive jurisdiction of courts at Hyderabad, Telangana, India.
11. Waiver:
    Waiver of any breach of the Terms and Conditions shall only be in writing and a waiver of a particular breach shall not be deemed to be a waiver of any subsequent or continuing breach.
12. Severability:
    If any term or condition of this Terms and Conditions shall be deemed invalid, void, or for any reason unenforceable, that part shall be deemed severable and shall not affect the validity and enforceability of any remaining term or condition.
13. Contact:
    Contact us for information concerning terms and conditions or contact customer service by help@centralbooksonline.com or by Phone at 08047183344

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Online Payment charges will be applied for each transaction as extra on the total order amount from payment gateway(PayUMoney/Cashfree) based on selected payment method (Debit, Credit cards, Netbanking, Wallets) - The payment gateway charges will be displayed at below the order value in the payment page as "Convenience Fee". (excluding shipping charges)

Note: Online transaction charges are FREE by using UPI Payment method.

For your security, Central Books only accepts payments on our official website: www.centralbooksonline.com.

We will never ask you for your online wallet details (GPay, PhonePe, Paytm), card information, or share a QR code for payment. Never share your PIN with anyone. 

Central Books is not responsible for any losses that result from payments made outside of our official website.

If you receive suspicious calls or emails, please contact us directly through our official website. Stay vigilant and help us prevent fraud.

We love hearing from our customers, and we're always ready to help! Whether you have a question, a compliment, or an issue, please don't hesitate to reach out. We are happy to help in any way we can.

You can reach us at help@centralbooksonline.com.

We’ll get back to you within 24-48 business hours to help with any order-related questions.

Important Information:

• Delivery: Local orders usually arrive within 5 business days. For pre-orders, we'll send you an email with shipping updates as soon as your book is on its way.
  

• Cancellations: If you need to cancel an order, your refund will be processed in 7-10 business days.

• Returns: Returns are processed within 5 business days of your request. Once the return is complete, your refund will be issued within 7-10 business days.

Got a question? Give us a call! Every call is important to us, and we're ready to provide the great service and clear answers you deserve. 

Please call us at: Customer Care Number: 08047183344 (9 a.m. to 9 p.m.)