Returns and Refunds
Returns and Refunds
Return and Refund Policy:
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Right to Cancel (ECTA):
In accordance with the Electronic Communications and Transactions Act (ECTA), you are entitled to cancel your purchase (provided the order has not yet been processed on our side) and receive, at your discretion, either a credit to your account (in the form of an online gift voucher) or a refund, less the cost of returning the product to us. You must contact customer service at bookbank.co.za@gmail.com within seven (7) calendar days of receiving the product, unless the product is:- Intended for everyday consumption (e.g., a mug)
- Personalized or made to your specifications (e.g., a mug, bookmark, etc.)
- An eBook or other digital download, or a DVD, CD, or other audio/video recording, or computer software that has been unsealed
- A book, newspaper, periodical, or magazine
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Exceptions to Cancellation (ECTA & CPA):
Notwithstanding the above, you may cancel your purchase of a book, newspaper, periodical, or magazine (provided the product has not been ordered on our side) and receive a credit to your account, less the cost of returning the product to us, by emailing bookbank.co.za@gmail.com within forty-eight (48) hours of receiving the product, unless the book or similar product:- Has been sourced for you as an international import or special order, or is an academic publication or textbook.
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Return Procedure (CPA):
If the product qualifies for a return, it will be collected by our courier at an additional charge within fourteen (14) days of our acceptance of your return request. You are responsible for ensuring the product is available for collection within this period; otherwise, the return may be canceled. Both courier and collection orders can be returned or exchanged, provided you have made prior arrangements with our Customer Service team. The product must:- Be in its original condition and unopened packaging (if applicable), with no missing accessories or parts
- Be adequately protected with additional packaging to prevent damage
- Be accompanied by the original delivery note or order receipt, which was included with your order.
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Inspection and Costs (CPA):
Upon arrival at our premises, the product will be inspected to validate the return. If the product does not qualify for a return, or if it is received in a damaged or unsaleable condition, the return will be refused, no credit will be applied to your account, and we will invoice you for the courier costs. -
Return Shipping Costs (CPA):
The return shipping cost, calculated based on the weight and dimensions of the parcel handed to our courier, will be deducted from any refund or credit to your account. If the refund or credit is insufficient, you will be invoiced for the remaining amount.
Defective/Damaged Items (CPA):
If your product (e.g., a mug) arrives damaged—whether cracked, non-functional, or broken in any way—a replacement will be sent to you, and the return shipping costs will be covered by us. You must contact customer service at bookbank.co.za@gmail.com within twelve (12) hours of receiving the product to arrange this.
Non-Returnable Items:
- Final Sale or Factory Flawed Products: Products marked as final sale or factory flawed in the product description are not eligible for return or refund, as any flaws were clearly stated at the time of purchase.
- Customized Products: Products that have been personalized or customized to your specifications (e.g., with custom text, design, or other modifications) are non-returnable, as they are made specifically for you and cannot be resold.
- Special Editions: Special edition products are non-returnable because they are often limited in quantity, sourced specifically for your order, and cannot be resold once opened.
- Products Posted on Customer’s Social Media: If a product has been featured or posted on your social media, it is non-returnable. This policy prevents purchases made solely for content creation purposes, where items are bought to take pictures and then returned. Once an item has been used or displayed in such a way, it is considered used and cannot be resold.
- Special Orders: If a product was a special order, where the customer specifically requested an item, or if the item was specially sourced or imported for the customer, it is not eligible for return or refund, as these items cannot be easily resold or returned to the supplier.