A Fair Deal for Every Reader

Books N Arts wants every parcel to land well. A medical textbook, a Matric guide, a pack of sketch pens, it makes no difference. If something is off with an order, the policy below explains what happens next, step by step, so no customer is left guessing.

The Quick Version

Situation Time Limit Who Covers Return Shipping
Wrong, damaged or defective item Report within 3 days Books N Arts
Item does not match the website listing Return request within 5 days Books N Arts
Customer changed their mind Return request within 5 days Customer
Order not yet dispatched Cancel anytime before pickup Not applicable

Check Your Parcel Early

The clock starts the moment an order arrives. Customers have 5 days from delivery to request a return. Once that window shuts, the team cannot accept the item back.

Got a damaged or wrong item? Speed matters even more. Send a photo of the product and its packaging within 3 days, and the team will take it from there.

A small habit helps here. Open the parcel on the day it arrives and flip through the book. It takes two minutes.

When a Return Is Accepted

A return request is approved when:

  • The wrong book, edition or item was delivered
  • The book arrived damaged, torn or with missing pages
  • The product looks different from what the website showed
  • A stationery item came defective, such as a broken calculator or a leaking pen set

When a Return Is Not Accepted

Some items cannot go back. This keeps things fair for all customers.

  • Books that are used, written in or highlighted, or that picked up folds and damage after delivery
  • Opened stationery packs (unless the item was defective on arrival)
  • Products sold as “final sale” or during clearance and discount campaigns
  • Items sent back without original packaging, tags or invoice
  • Digital products and downloadable study material once opened or accessed

How to Start a Return

Four simple steps, and that is all.

  1. Get in touch. Message or call Books N Arts by phone or email within 5 days of delivery.
  2. Share proof. Send the order number, plus a clear photo or short video showing the problem.
  3. Wait for a quick review. The team checks the details and confirms if the item qualifies.
  4. Send it back. After approval, the team arranges a pickup or explains how to return the item.

One tip: keep the product in its original condition until the pickup is confirmed. It avoids delays.

How Refunds Work

Once the returned item reaches the warehouse and matches the customer’s claim, the refund process begins.

  • Where the money goes: Back to the original payment method. For Cash on Delivery orders, the refund is sent by bank transfer.
  • How long it takes: Usually 5 to 10 business days, depending on the customer’s bank.
  • Prefer not to wait? A replacement or store credit is available instead. The customer picks whichever suits them better.
  • Delivery charges: These are not refunded, unless the return happened because of a Books N Arts mistake, like sending the wrong item.

Want a Swap Instead?

Some customers just want the right book rather than a refund. That works too. Mention it when contacting the team, and stock will be checked straight away. If the new item costs more or less, the price difference is settled before it ships.

Damaged or Wrong Items on Arrival

This one is on Books N Arts, not the customer. Send a photo of the item and its packaging within 3 days. The customer then gets a free replacement or a full refund, delivery charges included. No endless back and forth.

Who Pays for Return Shipping?

  • Books N Arts pays when the return is caused by its own error: a wrong item, a damaged product or defective stationery.
  • The customer pays when the return is down to a change of mind or an ordering mistake, like picking the wrong book.

Cancelling an Order

Cancelling is free while the order is still waiting in the warehouse. Once the courier picks it up, the order moves into the return process instead. So if plans change, message the team early with the order number.

Need a Hand?

Something feels wrong with an order? Please do not sit on it. The support team would rather hear about a small problem today than a big one next week.

Books N Arts

Every return or refund query gets a reply within 24 to 48 hours.