Refunds and Returns.

Scope of this policy

This policy applies to printed books, eBooks and other products purchased through the Lekker Books website.

The remedy available may depend on the product type, the reason for the request, whether the item has been used or downloaded, the condition of the product and applicable South African consumer law.

Nothing in this policy is intended to remove or reduce any consumer right that cannot lawfully be excluded.

Contact Lekker Books first

Before returning a printed book or requesting a refund, contact Lekker Books through the Contact page.

Please provide:

• Your full name
• Your order number
• The title of the affected book
• The reason for the request
• Photographs where the item is damaged, defective or incorrect
• The email address used when placing the order

Lekker Books may request further information where it is reasonably necessary to assess the request.

Change-of-mind returns

Where a statutory cooling-off right applies to an online purchase, a customer may request cancellation within the applicable legal period.

A printed book returned because the customer changed their mind must generally be unused, unread, unmarked and in a condition suitable for resale.

Covers, pages, inserts and accompanying items must not be damaged, folded, written on, stained or altered.

The direct cost of returning an unwanted product may be payable by the customer where permitted by law.

Original delivery charges may not be refundable for a change-of-mind return unless required by applicable law.

Books damaged during delivery

Contact Lekker Books as soon as reasonably possible if a printed book arrives damaged.

Please include clear photographs showing:

• The damaged area of the book
• The front and back covers
• The outer packaging
• Any damage to the parcel
• The courier or delivery label

Do not discard the packaging until the matter has been assessed. The packaging may be required for a courier or supplier claim.

Once the damage has been confirmed, Lekker Books will offer the remedy required by law and appropriate to the circumstances, which may include replacement or refund.

Incorrect books or formats

Contact Lekker Books promptly if the title, edition, language or format delivered differs from the confirmed order.

The incorrect item should be kept in its received condition while the matter is investigated.

Where Lekker Books or its fulfilment provider supplied the wrong item, reasonable return and replacement costs will not be charged to the customer.

This does not apply where the customer ordered the wrong title or format and the order was correctly fulfilled. Such a request will be assessed as a change-of-mind return.

Defective printed books

A book may be considered defective where it has a material printing, binding or manufacturing fault that affects its ordinary use.

Examples may include:

• Missing or duplicated pages
• Pages printed in the wrong order
• Materially unreadable printing
• A defective binding
• A materially misprinted or incomplete copy

Minor variations in colour, paper texture, cover placement or appearance that do not materially affect the book may not constitute a defect.

Lekker Books may inspect the item or request supporting photographs before confirming the appropriate remedy.

eBooks and digital downloads

Digital products can usually be accessed or copied immediately after purchase. For this reason, change-of-mind refunds are generally not available after an eBook has been downloaded, accessed or delivered, except where required by law.

Contact Lekker Books where a digital file is:

• Incorrect
• Corrupted
• Incomplete
• Materially defective
• Unavailable after successful payment

Lekker Books may first attempt to correct the problem by replacing the file, restoring access or providing reasonable technical assistance.

A refund request will be assessed where the issue cannot reasonably be corrected.

Device incompatibility, unsupported reading software or failure to follow download instructions may not qualify for a refund where the supplied file itself is functional.

Order cancellations

Contact Lekker Books immediately when requesting the cancellation of a printed-book order.

An order may be cancelled without return costs where the request is received before processing, packaging or dispatch begins.

Once an order has been dispatched, it may need to be handled as a return rather than a pre-dispatch cancellation.

Lekker Books cannot guarantee that a cancellation request will be processed before dispatch.

A digital order may not be cancellable after the download has been made available or accessed, subject to applicable law.

Return process

1. 01
   Contact Lekker Books

   Submit the order number, reason and supporting information.

2. 02
   Wait for instructions

   We will confirm whether a return is required and provide the correct address.

3. 03
   Package the product safely

   Protect the book properly and include the supplied return reference.

4. 04
   Assessment

   The returned product may be inspected before a remedy is confirmed.

5. 05
   Resolution

   Lekker Books will communicate the approved replacement, refund or other remedy.

Return and delivery costs

Where a product was supplied incorrectly, arrived damaged or has a qualifying defect, Lekker Books will deal with reasonable return or collection costs as required by law.

Where a correctly supplied printed book is returned because the customer changed their mind, the customer may be responsible for the direct return cost.

Lekker Books is not responsible for a return parcel that is sent without approval, sent to the wrong address, packaged inadequately or lost through an unapproved return method.

Customers should retain tracking and proof of dispatch until the return has been completed.

Refund processing

An approved refund will normally be processed through the original payment method where reasonably possible.

Lekker Books may require the returned item to be received and assessed before processing the refund.

Processing by the customer’s bank, card provider or payment service may take additional time after Lekker Books has issued the refund.

Refunds arising from a statutory cancellation will be processed within the period required by applicable law.

A refund does not include unrelated costs, unauthorised courier charges or losses caused by incorrect customer information, except where required by law.

Items that may not qualify for return

Subject to consumer rights that cannot lawfully be excluded, a return may be declined where:

• The product was damaged after delivery through misuse, neglect or improper storage
• A printed book has been written in, marked, altered, torn or materially used
• The item was correctly supplied and is no longer in a resaleable condition
• A digital product was downloaded or accessed and is not defective or incorrect
• The return was sent without approval or outside an applicable return period
• The issue results from an incompatible customer device rather than a defective file
• The item was clearly sold as used, damaged or in a disclosed condition accepted by the customer

South African consumer rights

This policy must be read together with applicable South African consumer-protection and electronic-transaction legislation.

Where the law gives a customer a right or remedy that conflicts with a restriction in this policy, the applicable legal right will take priority.

Lekker Books may ask to inspect a product and verify the purchase before determining the appropriate remedy.

The availability of a refund, replacement, repair or other remedy depends on the circumstances and the rights applicable to the transaction.

Questions and complaints

Contact Lekker Books first so that the matter can be reviewed and an appropriate resolution attempted.

Include all relevant order details, correspondence, photographs and supporting information.

Where a complaint cannot be resolved directly, the customer may use an appropriate consumer-protection or dispute-resolution process available under South African law.