Refunds &
Returns Policy

Scope of This Policy

This policy applies to physical books and other physical products purchased directly from the Peu Publishing online store.

It does not apply to products purchased from another retailer, reseller, school, marketplace or third-party platform. In those cases, returns should ordinarily be directed to the business through which the purchase was completed, subject to applicable law.

Digital publications sold through Snapplify are addressed separately in this policy.

Books Damaged During Delivery

Please inspect your order as soon as reasonably possible after delivery.

If a book arrives damaged, contact us promptly at info@peupublishing.co.za and provide:

• Your full name.
• Your order number.
• The title and quantity of the affected item.
• A brief description of the damage.
• Clear photographs of the damaged item.
• Photographs of the external and internal packaging where relevant.

Photographs help us assess the concern and, where necessary, raise the matter with the delivery provider.

Incorrect or Missing Items

If the item delivered is different from the item shown on your order confirmation, or an item is missing from your parcel, please contact us promptly.

We may ask you to provide:

• Your order number.
• A photograph of the item or items received.
• A photograph of the packing slip, where one was included.
• A photograph of the parcel and delivery label.

Once the issue has been confirmed, we will arrange an appropriate correction. This may include sending the correct or missing item and arranging the return of an incorrectly supplied item where necessary.

Reporting an Order Problem

Please notify us as soon as reasonably possible after discovering damage, an incorrect item or another concern with your order.

Prompt notification allows us to investigate the issue while courier and fulfilment information is still readily available.

A delay in contacting us does not remove any statutory rights you may have. However, the condition of the product and the cause of the problem may need to be assessed before a remedy can be approved.

Assessment and Verification

Before approving a return, replacement or refund, we may reasonably request information or inspect the item to establish:

• Whether the item was purchased directly from Peu Publishing.
• Whether the item is damaged, defective or incorrect.
• Whether the damage occurred before or during delivery.
• Whether the item was damaged after delivery through misuse, neglect, alteration or improper handling.
• Whether the requested remedy is available and appropriate under applicable law.

An assessment does not affect a customer’s statutory rights. It helps us determine the nature and cause of the concern and the appropriate resolution.

Replacements, Refunds and Other Remedies

For a book confirmed as damaged during delivery, our normal remedy is to provide a replacement.

A different remedy may be provided where:

• A replacement is unavailable or no longer in stock.
• A replacement cannot reasonably be supplied within an appropriate period.
• A refund, repair, replacement or another remedy is required under applicable consumer law.
• Peu Publishing agrees that another resolution is more appropriate in the circumstances.

Where a refund is approved, it will ordinarily be made to the original payment method where reasonably possible.

Bank and payment-provider processing periods are outside our direct control and may affect how long it takes for an approved refund to appear in your account.

Change-of-Mind Returns

Peu Publishing does not generally accept returns solely because a customer has changed their mind, ordered the incorrect title or no longer requires the product.

Customers are encouraged to review product titles, descriptions, language formats, grade levels, quantities and order details carefully before completing checkout.

Where applicable law provides a right to cancel or return an online purchase, Peu Publishing will honour that right in accordance with the relevant legal requirements.

A voluntary change-of-mind return accepted outside a statutory entitlement remains subject to prior written approval from Peu Publishing and any reasonable conditions communicated before the item is returned.

Condition of Returned Products

Unless an item is being returned because it is damaged or defective, an approved return should ordinarily be:

• Unused and unread.
• Free from writing, highlighting, markings, stains, tears or folded pages.
• In a condition suitable for resale.
• Accompanied by the original invoice, order confirmation or other reasonable proof of purchase.
• Packaged securely to prevent damage while being returned.

Do not send an item back before receiving return instructions from us. An unapproved return may be delayed, rejected or returned to the sender where legally permitted.

Original packaging may be requested where it is reasonably required to investigate delivery damage, but its absence will not automatically remove any statutory right.

Delivery Fees and Return Costs

Original delivery fees are generally non-refundable.

An exception may apply where:

• The return results from an error made by Peu Publishing.
• The product arrived damaged or was supplied incorrectly.
• Refund of the delivery charge is required under applicable law.

Where a return is required because of our error or because an item arrived damaged, Peu Publishing will ordinarily arrange or cover the reasonable return cost.

For an approved change-of-mind return or statutory cancellation where the customer is responsible for returning the goods, the customer may be required to pay the direct cost of returning the order, subject to applicable law.

Any delivery or return-cost arrangement will be communicated before the return is sent.

Items That May Not Qualify

Subject to applicable consumer law, we may decline a voluntary return or claim where:

• The item was not purchased directly from Peu Publishing.
• Reasonable proof of purchase cannot be provided.
• The item was damaged through misuse, neglect, alteration or improper storage after delivery.
• The item has been written in, highlighted, marked, torn or otherwise used, and the return is not based on a qualifying defect.
• The returned item is different from the item originally supplied.
• A return was sent without prior approval or contrary to the return instructions provided.
• The request concerns a digital publication purchased through a third-party platform.

These exclusions do not apply where refusing the return would conflict with a customer’s statutory rights.

Digital Publications and Snapplify

Peu Publishing’s digital publications are not sold directly through the Peu Publishing website. Digital titles may be purchased through Snapplify or another authorised third-party platform.

Purchases, downloads, licences, access concerns, cancellations and refund requests relating to a digital publication are subject to the applicable third-party platform’s terms, refund policy and support procedures.

Customers should contact the platform through which the digital purchase was completed for transaction-specific assistance.

Peu Publishing may assist with publication-related enquiries where reasonably possible, but we may not be able to process or reverse a payment collected directly by a third-party platform.

Return and Refund Processing

Once an approved returned product has been received, we may inspect it before completing the agreed remedy.

We will endeavour to communicate the outcome within a reasonable period. Processing time may depend on:

• The nature of the concern.
• Whether a courier investigation is required.
• Whether the returned item must first be inspected.
• Replacement stock availability.
• Payment-provider or banking processing times.

We will use the contact details associated with the order unless you provide updated details.

Orders Purchased as Gifts

Where an item was purchased as a gift, we may need to communicate with the original purchaser before processing a refund or obtaining payment-related information.

A replacement may be delivered to the recipient or original purchaser depending on the circumstances and the delivery arrangements agreed with our team.

Changes to This Policy

Peu Publishing may update this policy from time to time to reflect changes to our products, fulfilment processes, website or legal obligations.

The revised policy will be published on this page and the “Last updated” date will be amended.

The policy applicable to an order will be considered together with the law and terms in effect at the relevant time.