Books and more Pty (abovebooks.co.za) Return and Refund Policy

Effective Date: 06/01/2025 We want you to be completely satisfied with your purchase at Books and more pty. If for any reason you are not satisfied with the products you’ve bought, we offer a fair and transparent return and refund process. Please take a moment to read through our policy.

 

Return and Refund Policy for Books and more pty (abovebooks.co.za)

We want you to be completely satisfied with your purchase at abovebooks.co.za. If for any reason you are not satisfied with the products you’ve bought, we offer a fair and transparent return and refund process. Please take a moment to read through our policy.

1. Return Eligibility

We accept returns for books and stationery items if they meet certain conditions. Below are the guidelines to help you understand if your item is eligible for a return:

Books:

  • Timeframe for Returns: Books can be returned within 30 days of receiving your order.
  • Condition of Books:
    • Books must be in new, unopened, and unused condition.
    • The item should not show signs of damage or wear (such as bent pages, markings, or creases).
  • Exceptions:
    • If the book was defective, damaged in transit, or if we sent you the wrong book, you are eligible for a return or exchange, regardless of whether the book is opened or not.

Stationery:

  • Timeframe for Returns: Stationery items (e.g., notebooks, pens, highlighters, etc.) can be returned within 30 days of delivery.
  • Condition of Stationery:
    • Items must be unused and in original packaging. We cannot accept returns for products that have been opened or used unless they are defective.
  • Exceptions:
    • If your stationery items are damaged upon arrival, or we sent the wrong item, you are entitled to a return or exchange, even if opened.

2. Non-Returnable Items

Certain items cannot be returned or refunded unless they are defective or damaged upon arrival. These include:

  • Personalised or Custom Products: Products that have been customised or personalised (e.g., engraved books, custom notebooks, or name stamps) are non-returnable unless defective.
  • Gift Cards: Once a gift card has been purchased and sent, it cannot be returned or refunded.
  • Sale or Clearance Items: Products that are discounted or marked as clearance items are non-returnable unless there is a defect or issue with the product.

3. How to Return an Item

To ensure a smooth and hassle-free return process, please follow these steps:

  1. Contact Us to Initiate the Return:

    • Please email us at [email protected] or call our customer service team at 087 188 8093.
    • You must contact us within the eligible return window (30 days for books, 30 days for stationery).
    • Provide your order number, the product you wish to return, and the reason for the return.

  2. Return Authorisation and Instructions:

    • Once we receive your request, we will send you a Return Authorisation (RA) number.
    • We will also provide you with detailed instructions on how to return your items and the return address.

  3. Return the Item(s):

    • Pack the items securely in their original packaging (if possible).
    • Include a copy of your Return Authorisation number in the return package. This helps us identify your order when it arrives.
    • Ship the items back to us using a trackable shipping method (courier guy, fast way etc).

  4. Return Shipping Costs:

    • In most cases, the customer is responsible for the cost of return shipping unless the product is damaged, defective, or incorrect.
    • If the return is due to an error on our part (e.g., wrong item sent, defective product), we will cover the return shipping costs.

4. Refund Process

Once we receive your returned item(s), we will inspect them to ensure they meet our return conditions. If your return is approved:

  • Refund Method: We will issue a refund to the original payment method (e.g., credit/debit card, eft, etc.).
  • Processing Time: Please allow 7-10 business days for the refund to appear in your account, depending on your payment method.
  • Partial Refunds: If the item shows signs of use, damage, or is not in resalable condition, we may issue a partial refund. The amount refunded will be based on the condition of the item upon inspection.

5. Exchanges

If your item is defective, damaged, or incorrect, we are happy to offer an exchange. Here’s how it works:

  • Request an Exchange: Please contact our customer support team as soon as possible to inform us about the issue.
  • Exchange Process: If your item is eligible for exchange, we will assist you in sending the defective or wrong item back and provide you with a replacement.
  • Shipping Costs for Exchanges: We will cover the shipping costs for exchanges in cases of defective, damaged, or incorrect items.

6. Shipping Fees

  • Original Shipping Costs: Shipping fees for the original order are non-refundable unless the return is due to a mistake on our part (e.g., wrong item, defective product).
  • Return Shipping Fees: Unless we are at fault (damaged/defective/incorrect items), the customer is responsible for paying the cost of return shipping.
  • Free Returns for Defective/Incorrect Items: If the product you received was defective or incorrect, we will cover the return shipping costs.

7. Damaged or Defective Items

We take great care to ensure that your items arrive in perfect condition, but sometimes mistakes happen during shipping. If you receive a damaged or defective item:

  • Report Damaged or Defective Items Immediately: Please contact us within 7 days of receiving the product with your order number and a description of the issue.
  • Photos Required: Please provide photos of the damaged or defective item and any damage to the packaging. This helps us quickly resolve the issue.
  • Solution: If your item is confirmed to be damaged or defective, we will either issue a full refund or offer a replacement, depending on your preference.

8. Contact Us

If you have any questions or concerns about returns, refunds, or exchanges, please don’t hesitate to contact us:

  • Email: [email protected]
  • Phone: 087 188 8093
  • Business Hours: 8:00am to 4:30pm
  • Address: Books and more pty, Le roux business park, Le roux avenue, halfway house, 1685 Gauteng

Note: This Return and Refund Policy is subject to change. Please check back periodically to stay up-to-date on any modifications to our policy.