Last updated: 18 June 2026
Thank you for shopping with Behind the Book.
This Refunds & Returns Policy explains how returns, refunds, exchanges and cancellations are handled for purchases made through our website.
This policy applies to products purchased from:
1. Contact details
For refund, return or exchange queries, please contact us at:
Please include your order number, name, contact details and a short explanation of the issue.
2. Physical books and products
If you receive a physical book or product that is damaged, defective, incorrect or not as described, please contact us within 7 days of delivery.
We may ask for photographs of the item and packaging so that we can assess the issue and assist you as quickly as possible.
Where the return is approved, we may offer one of the following:
A replacement item
An exchange
A store credit
A refund to the original payment method
3. Change-of-mind returns
If you bought a physical item and simply changed your mind, you may request a return within 7 days of receiving the item.
To qualify for a change-of-mind return, the item must be:
Unused
Unread or in resaleable condition
In its original packaging, where applicable
Returned with proof of purchase
Change-of-mind returns are subject to inspection. Delivery and return courier costs may be for your own account unless the return is due to an error on our side.
4. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible.
If the problem is confirmed, Behind the Book will arrange an appropriate remedy. This may include a replacement, exchange, refund or another fair solution depending on the circumstances and availability of stock.
5. Digital products and downloads
Digital products, including downloadable e-books, PDFs, EPUB files or other electronic products, cannot usually be returned once the download link has been supplied or accessed.
However, we will assist where:
The file is defective or cannot be opened
The wrong file was supplied
The download link does not work
There is another technical issue caused by our system
If you experience a problem with a digital product, please contact us at office@behindthebook.co.za and we will help resolve the issue.
6. Events, tickets or bookings
If Behind the Book offers paid events, tickets or bookings, the refund terms may depend on the specific event.
Unless a separate event policy is stated, cancellation requests must be sent to office@behindthebook.co.za.
If an event is cancelled by Behind the Book, we will advise affected customers of the available options, which may include a refund, transfer or credit.
7. Sale items and promotional items
Sale, discounted or promotional items may be refunded or exchanged only where required by law, or where the item is damaged, defective, incorrect or not as described.
This does not affect your rights under South African consumer law.
8. How to request a return
To request a return, please email office@behindthebook.co.za with:
Your order number
Your full name
Your contact details
The item you want to return
The reason for the return
Photographs, where the item is damaged, defective or incorrect
Please do not return any item before contacting us and receiving return instructions.
9. Return address
Return address:
38 Van Riebeeck Str, Ceres, 6835
Please replace this section with the correct return address before publishing the page.
10. Return shipping
Unless the return is due to our error, or because the item is damaged, defective or incorrect, you may be responsible for the cost of returning the item.
We recommend using a trackable courier service. Behind the Book cannot be responsible for returned items that are lost in transit before reaching us.
11. Refund processing
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method where possible.
Please allow a reasonable period for the refund to reflect, as banks and payment providers may take additional time to process payments.
12. Exchanges
We replace or exchange items where the return is approved and where replacement stock is available.
If the same item is not available, we may offer a refund, store credit or another suitable alternative.
13. Orders not collected or incorrect delivery details
Please ensure that your delivery details are correct when placing an order.
If an order is returned to us because incorrect delivery details were supplied, or because the parcel was not collected, additional delivery charges may apply before the order is resent.
14. Need help?
For questions about refunds, returns, exchanges or cancellations, please contact:
Behind the Book
Email: office@behindthebook.co.za
Website: https://behindthebook.co.za/