Refund & Returns Policy
At Terence Sorour Books, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it quickly and fairly.
This policy applies to books purchased directly through the Terence Sorour Books website.
Online Purchase Cooling-Off Period
For qualifying online purchases, South African consumers have the right to cancel their purchase within 7 days of receiving the goods, without having to provide a reason.
Where this statutory cooling-off right applies, you will be responsible only for the direct cost of returning the books to us.
Once the cancellation and return have been processed, the applicable refund will be made in accordance with South African consumer law.
Damaged, Defective or Incorrect Books
Please contact us as soon as possible if:
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your book arrives damaged;
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you receive the incorrect book;
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an item is missing from your order; or
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the book has a manufacturing or material defect.
Where we have supplied an incorrect, damaged or defective product, we will arrange the appropriate replacement or refund and, where applicable, cover the reasonable cost of returning the item.
In accordance with the Consumer Protection Act, defective goods may qualify for a repair, replacement or refund within six months of delivery, subject to the provisions of the Act.
Change-of-Mind Returns
If you change your mind about a purchase, you may request a return within 7 days of delivery.
For returns made after the statutory 7-day cooling-off period, the book must be in a condition suitable for resale.
We may decline a change-of-mind return where a book:
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has clearly been read or used;
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has been written in, marked or damaged;
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has been damaged after delivery; or
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is otherwise no longer in a resaleable condition.
The customer is responsible for the cost and safe return of change-of-mind items.
We recommend using a trackable courier or delivery service, as we cannot accept responsibility for returned items that do not reach us.
Refunds
Once your returned item has been received, we will inspect it and confirm whether the return has been approved.
Approved refunds will be made to the original payment method used for the purchase.
Please note that banks and payment providers may require additional processing time before the refunded amount appears in your account.
Where a refund relates to the statutory online cooling-off period, it will be processed within the period required by applicable South African law.
Sale and Promotional Items
Sale or promotional items may not qualify for voluntary change-of-mind returns after the statutory cooling-off period.
This does not affect your rights where an item is damaged, defective, incorrectly supplied, or where you have a return or cancellation right under applicable South African consumer law.
Exchanges
If you receive a damaged, defective or incorrect book and would prefer a replacement, please contact us.
Where stock is available, we will arrange for the correct or replacement book to be sent to you. If a replacement is unavailable, we will arrange an appropriate refund.
Returning Your Order
Please do not return a book without contacting us first.
Use the Contact page on the Terence Sorour Books website and provide:
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your name;
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order number;
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the book or books you wish to return; and
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the reason for the return.
We will respond with the appropriate return instructions and return address.
Need Help?
If you have any questions about an order, refund, exchange or return, please get in touch through our Contact page.
We would much rather help resolve an issue than leave you unhappy with your purchase.
Terence Sorour Books
Stories rooted in South African history, friendship and the natural world.