Berlut Books Returns & Refund Policy

At Berlut Books (a division of Penguin Random House South Africa), we want you to enjoy shopping with confidence. While South African law does not grant a general “change-of-mind” return right for books bought online, we are committed to fair, transparent and customer-friendly practices.

1. Statutory Rights

Consumer Protection Act (CPA, 2008)

  • Section 16: The 5-day “cooling-off” period applies only to purchases resulting from direct marketing (e.g. if we phoned, SMSed, or emailed you directly with a targeted offer). It does not apply to orders placed directly on our website.
  • Section 20: Goods may be returned if they are defective, not as described, delivered in error, or unfit for a specific purpose that you communicated to us.

Electronic Communications and Transactions Act (ECTA, 2002)

  • Section 44: The 7-day cooling-off right for online purchases does not apply to books (s42(2)(h)).

2. When You Can Return Books

We accept returns in the following situations:

  • Defective or damaged books
  • If the book arrives damaged or has a printing/production defect, we will replace it or refund you in full.
  • Incorrect or mis-described books
  • If you receive the wrong title or an edition that doesn’t match the description on our site, we will replace or refund.
  • Unsuitable for communicated purpose
  • If you bought a book for a specific, communicated purpose (e.g. a particular grade’s study guide) and it does not meet that purpose, you may return it within 10 business days.

3. Returns Process

  • Contact our customer service team within 10 business days of delivery to arrange a return.
  • Books must be returned in their original condition.
  • For defective/incorrect items, Berlut Books will cover the cost of return shipping. For other approved returns, return shipping is at the customer’s cost.
  • Refunds will be processed to your original payment method (or via EFT if agreed) within 15 business days of receiving the returned item.

4. Non-Returnable Items

  • Books purchased in good condition where the only reason is a price difference found at another retailer.
  • Books that have been used, written in, or damaged after delivery.
  • Digital products (eBooks, audiobooks, access codes).

5. Goodwill Cancellations

Although not required by law, if your order has not yet shipped, we may allow cancellation and refund as a goodwill gesture. Please contact us as soon as possible to request this.

Contact Us

For any queries about returns or refunds, please email hello@berlutbooks.co.za
or call our customer service team.

Contact Us