At Booksmart Africa, we are committed to providing a safe, transparent, and user-friendly marketplace for buyers and sellers of academic and educational books across South Africa. Our returns and refunds policy is guided by the Consumer Protection Act (CPA) of South Africa and reflects our goal of ensuring a fair experience for both readers and our independent sellers.
1. General Returns Policy
You may request to return a product within 7 (seven) days of receiving your order if:
- The item is damaged, defective, or faulty (e.g., misprinted or misbound).
- You received an incorrect item (not matching your order).
To be eligible for a return:
- The item must be unused, in its original condition, and in its original packaging.
- You must provide proof of purchase (order number, confirmation email, or receipt).
- The return request must be submitted within 7 days of delivery.
2. Incorrect or Unwanted Orders
Please ensure that the correct books and editions are ordered. Booksmart Africa is not liable for buyer errors made during checkout. However, individual sellers may, at their discretion, allow returns of unwanted items, provided:
- The return request is made within 7 days.
- The product remains in a resalable condition.
Such returns may incur shipping costs and restocking fees, which will be deducted from any refund issued.
3. Damaged or Defective Items
If an item arrives damaged or is found to be defective upon first use:
- Please contact us immediately at support@booksmart.africa with photos and a description of the issue.
- Once reviewed and approved, we will coordinate with the seller to offer either:
- A replacement (where available),
- A full refund, or
- A voucher to the product’s value plus 10%, depending on your preference and product availability.
4. Marketplace Seller Responsibilities
All sellers on Booksmart Africa are required to uphold this minimum return and refund standard. However, individual sellers may offer more flexible terms. Specific seller return conditions (if more generous) will be indicated on their store pages or product listings.
5. Return Process
To initiate a return:
- Email support@booksmart.africa with your order number and reason for return.
- We will verify the request and guide you through the return process.
- Returns must be shipped using a trackable method.
- Once the item is received and inspected, the approved refund or replacement will be processed within 5–10 working days.
6. Undeliverable or Refused Orders
If a delivery attempt fails due to incorrect shipping details or refusal to accept the parcel, the buyer will be held responsible for:
- All incurred courier and handling charges,
- Any reshipping fees, if applicable.
These may be deducted from the refund amount should the item be returned to us.
7. Digital or Non-Returnable Products
Digital downloads, eBooks, or any product marked “non-returnable” are not eligible for return or refund, except where mandated by law (e.g., defective download or technical fault).
8. Need Help?
Our support team is here to assist with any returns, refunds, or disputes between buyers and sellers. Contact support@booksmart.africa for assistance.